2020 Awards of Excellence-Lindsey Trotto



Lindsey Trotto's Nomination Letter reads:

"Starting at GFA Federal Credit Union in May, 2019 as Branch Operations Manager in our Peterborough, NH location, Lindsey Trotto was quick to jump at the chance to become Branch Manager when the position opened up just a few short months after and has not looked back since. Lindsey’s strong work ethic, energetic personality, and positive attitude help her to deliver top notch customer service and continuously receive outstanding customer satisfaction reviews, generating repeat members and numerous referrals.

Lindsey is not the type of manager who will stay in her office and let the branch staff handle everyday tasks. You will often find her in the lobby greeting and assisting members, leading by example while keeping member focus and service top of mind. She is a hands-on individual who takes the time to coach and lead her staff to develop their team environment and it shows. Lindsey realized early on that two of her team members had the talent and drive to take on additional duties. She worked with them to develop their skills so they could be promoted to the roll of Designer, allowing them to assist members with loans and more complicated and involved transactions. She succeeded by giving them the assistance and encouragement they needed, both recently topping the list of all retail sales employees for the last 2 quarters thanks to Lindsey’s mentorship. Lindsey’s commitment to the development of her team is second to none.

At the onset of the pandemic, when GFA chose to close all of our branch lobbies to foot traffic, we had one location that needed to remain open due to its lack of a drive-thru. This locale was in need of a Branch Manager to cover when the current manager was unable to work. When asked to travel over an hour each way on a daily basis, Lindsey did not hesitate with her response. During the 3 months Lindsey was at this new location she led the team the only way she knows how, by being the hands on manager that she is. Lindsey could be found in the lobby directing traffic, assisting members by opening accounts and working the teller line, and, above all else, encouraging the team to be the best they could be.

'I visited the branch on a few occasions and I was pleasantly surprised at the attitudes of each of the employees. They all told me they felt like they were providing a great service to our members by being here for them each and every day. This is the effect Lindsey has on her team. She spends the time to coach and listen to each of them.' – Lynn Hebert, VP / Member Engagement

One to always take on new opportunities and help where needed, Lindsey stepped up again, successfully fulfilling the position when there was a need for a manager at the main office branch. This time, Lindsey is learning new aspects of retail by being exposed to Marijuana Retail Banking. In the short time Lindsey has been at the main office she has developed her staff. Training and coaching one team member on account opening as well as how to take loan applications and they are now performing these tasks on their own, a great accomplishment due to the fast pace and increasing work load the branch has taken on.

Lindsey shines in all situations she faces and is never distracted by a new challenge or environment, but is driven to succeed when met with them. It’s unmistakable to recognize her strengths in member service, coaching and training to developing her teams, utilizing her positive attitude and willingness to take on new opportunities that make her an outstanding candidate for the CCUA 2020 Professional of the Year award."