Andrew K. Email & Phone Number

Honolulu, HI, US

Palm Springs, California, United States

Ventura, California, United States

Honolulu, Hawaii, United States

• Transformed department into a full-service sales and member contact center comprised of member service, sales, and support teams
• Cultivate a service and sales culture through ongoing and consistent training, coaching and skill development which resulted in $7.8 million in loan production and $5.3 million in net deposit growth within the Call.
• Motivate, encourage, develop, and empower team resulting in exceeding departmental lending goals by 756.4% in 2021
• Analyze team member and business performance metrics to identify areas of improvement resulting in an average net promoter member satisfaction score of 97.27% in 2021 and 97.84% YTD for 2022
• Establish and measure KPIs to ensure proper staffing levels and mix for sales and service delivery channels
• Establish working relationships with all levels of organization to ensure members receive consistent and worthy messaging at all touchpoints

Fort Lauderdale, Florida

• 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.
• 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

Hollywood, FL

• Oversaw cash and credit remittances for over 100 duty-free locations at major airports located throughout the United States, Canada, and Central America
• Developed and implement efficient processes that decreased processing time by over 40% in 2013

Margate, FL

• Managed the daily workflow and expansion of department comprised of 80+ distinct functions
• Responsible for managing all back-office lending and account operations; including the funding of direct and indirect loans, underwriting and auditing of consumer loans, and the opening and auditing of new member.
• Partnered with key function colleagues and vendors in the development, execution, and expansion of credit unions payment strategies and initiatives
• Maintained continual knowledge of ever-changing regulations, federal and state statues, and economic environments as they relate to EFT transactions and credit union operations
• Mitigated credit union losses by actively monitoring external threats, development of policies and procedures, and continuous training of staff members related to EFT and payment processes
• Selected by the CEO to lead the Gen Y Employee Resource Team, which served as an advisory board to increase membership of this demographic through product development and direct marketing

West Palm Beach, Florida

• Lead teller in performing monetary transactions, assist with service-related queries, and cross-promoting products and services in a high-volume branch

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Bachelor Of Business Administration - Bba, Accounting