- Create and maintain systems that foster a culture of inclusion and care for new and long-term guests at Legacy Church.- Focus on streamlining the journey from first-time attendance to becoming high-level serve members.- Develop and implement strategies that enhance the guest experience.- Effectively integrate guests into the church community.- Most importantly, help people love and know Jesus!

• Leverages extensive HealthEquity and industry knowledge to propose and demonstrate services to prospective clients through solutions engineering, product demonstrations and sales finals supporto Collaborate with Sales and Marketing teams to develop custom approaches to win large deals through the prioritization of tools demonstration, talk tracks, and positioning.o Act as a SME, during the sales process, on all aspects of our business, including implementation, data exchange, service delivery, investments, security, and product o Participate in initial data gathering, lead qualification, and RFP evaluation with the prospective clients to assess requirements and plan complexity that may result in potential loss, or “no bid” situations.o Participate in sales conference calls and prospect visits, providing product demonstrations in person and via web, and working with prospects at both a technical and business level to show how HealthEquity’s solutions can provide value to them.• Participate in the development, requirements gathering and education of the product roadmap in the capacity of commercial marketing, voice of the client and broad HealthEquity subject matter expertiseo Participate in client requirements discovery meetings with Senior Business and/or IT Execs and other external and internal partners.o Document critical business and/or IT requirements, compelling events, and features required for the client to make a change.o Gain and maintain technical knowledge of and company systems, capabilities, processes, procedures, and roadmap in a changing landscape of platforms, enhancements, regulation changes that may materially impact our team, partner, client, or member experience.o Assist in the delivery/education of product roadmap to sales and client-facing team members

• A subject matter expert focused on the needs of Commuter and Lifestyle client support• Perform gap analysis and implement process improvement within department and cross functionally• Collaborate with Product owners on UX and UI projects• Product development liaison and strategy guidance based on overall servicing strategy• Proactively works with department leadership to identify effective communication tools, processes, and policies; implementing as needed.• Identify new solutions using existing knowledge and creativity.• Work with knowledge base to manage content, ensuring the servicing teams are best prepared.• Maintain an awareness of communication and change management principles as well as new Company initiatives, services, and operating practices.• Works directly with senior and executive leadership to provide recommendations based on expertise in company directives and overarching strategy.• Provide consistent reporting on progress and results.• May interact with members and clients for high touch or escalated needs.• Provide real time and queue support to servicing teams as needed.• In-depth understanding of HealthEquity functionality, including the ability to find creative solutions and determining impact.

• Provide daily operational support for client facing teammates so they can service our clients, brokers, and members with little to no supervision• Work on product enhancements (Commuter, FSA, HSA, and HRA) to ensure our clients, brokers, and members have a PURPLE experience while using our products• Create and modify Standard Operating Procedures (SOP) to increase efficiency and minimize financial loss• Solve complex client issues while creating or modifying existing processes to increase efficiency • Create, collaborate, and host meetings for all client-facing teammates across the organization (500+)• Manage projects that include business readiness, client escalations, and product releases• Work 1:1 with teammates who service large enterprise clients• Utilize various platforms such as Salesforce, ServiceNow, and SharePoint to complete daily tasks• Responsible for being SME for all commuter benefits, functionality, and knowledge.• Collaborate with Product owners on UX and UI projects

• Work on product enhancements (Commuter, FSA, HSA, Wellness and HRA) to ensure our clients, brokers, and members have a PURPLE experience while using our products• Create and modify Standard Operating Procedures (SOP) to increase efficiency and minimize financial loss• Create, collaborate, and host meetings for all client-facing teammates across the organization (500+)• Manage projects that include business readiness, client escalations, and product releases• Work 1:1 with teammates who service large enterprise clients• Utilize various platforms such as Salesforce, ServiceNow, and SharePoint to complete daily tasks• Responsible for being SME for all commuter benefits, functionality, and knowledge.

• Managed a book of business worth over 11M• With a proactive approach researching issues, gathering data and acting as a client advocate for best practices, provides direct support to a client’s Human Resources, Payroll and Benefits’ contacts via telephone and email. • Presented ongoing solutions to client issues to improve the employee’s experience. • Works cooperatively with other internal departments, including Customer Service, Operations, IT, Card Operations and/or National Transit teams, to respond to client questions, issues and escalations.• Supports efforts to maintain 100% client retention.• Engage client in discussions to understand their future employee benefit strategy and relay the information to client services leadership and the sales team to pursue additional revenue opportunities.• Reviews issues in the case management database and escalates complex client issues, implementation requests, or special needs to a Relationship Manager.• Monitors information gathered by Customer Service to identify client specific trends and works with employer contacts to improve service in these areas.

• Fostered a customer service first culture where the banking experience is constantly exceeding expectations• Knowledgeable in retail banking policies, procedures, and processes that minimize risk for the branch• Utilized my internal control self check on a daily basis to help proactively audit the branch’s risk points• Trained internal team to recognize and identify potentially suspicious account activity• Educated and trained staff on retail branch operation knowledge, procedures, regulations, and internal controls• Created a daily operations plan that was implemented market-wide• Provided day-to-day operational support to all branch employees, financial advisors, loan officers, and management• Developed, trained, and prepared lead teller for ABM training program• Created, mapped, and implemented processes to improve the branches overall operational performance• Completed branch annual audit with grade of satisfactory• Inquire with our daily customers, new or regular, to see how we can improve their banking experience• Inspected branch controls such as the cash entities, new account protocol, customer confidentiality, etc. • As the security coordinator I ensure that all employees are aware of opening and closing procedures• Handled the reviewing of new accounts, fraudulent items, cash differences, distribution of disclosures and other risk controls