• Responsible for development and execution of payment strategies while working with functional partners to achieve strategic initiatives
• Oversaw and expanded organization’s electronic services, including debit and credit card management, fraud processing and resolution, ACH (Receiving and Origination), EFTs, wire transfers, online banking, bill payment and mobile deposit services
• Headed the processing of debit card, credit card, ACH, share draft and wire disputes, along with all other account research and adjustments
• Executed strategies to create seamless and reliable digital member experiences
• Developed dedicated teams to increase member engagement, retention, and satisfaction through innovative electronic service solutions
• Spearheaded the creation of full-service call center including the hiring, training, and development of team members
• Monitored fraud trends and modify denial rules to mitigate losses while maintaining a minimum false-positive ratio
• Led the development and continual improvement of credit union services and departments including member service, sales & lending, support, and accounting
• Vendor liaison for all electronic, payment, and card services