I lead and manage the strategic direction and daily operations related to deposit support, check processing, legal support, card services, IRAs, digital banking, Reg E disputes, electronic payments, ATMs, and online account opening. I serve as a member of MECU’s Leadership Team.

Responsible for the overall strategic, budgetary, and operational performance of the MECU’s electronic, remote, and card services areas. I developed and delivered solutions that enhanced the members’ experience across all digital, remote, and payments channels. I managed multiple vendor relationships, as well as working with internal partners to drive positive change throughout the organization. I also managed key performance indicators for our digital environments, including member engagement, member satisfaction, product adoption, and cross-channel impacts.

Responsible for establishing and implementing strategies and tactics through our digital channels enhances the business and market position for MECU. My accountability included executing business strategies to support increasing overall market share. Managing and leading projects are critical skills for me in my role. In addition, I identified, researched, and prioritized new opportunities consistent with the strategic goals of MECU.

Managed the online activities for the credit union, including online banking, billpay, electronic statements, online account opening, mobile banking, ATMs and other electronic services accessed by the membership.Worked with internal departments and vendors to develop new products and modifying existing products to increase penetration among existing members was also part of my responsibility.Monitored industry trends and identified new electronic banking products or processes that supported the MECU’s growth initiatives.

Responsible for developing short and long term strategic planning goals for branch. Managed branch sales and service; expenses, operations, and credit controls; community leadership; human resource management; and meeting financial and compliance standards. Partnered with business partners to support strategies to achieve annual performance goals and initiatives. Lead periodic meetings with business partners to discuss goals and activities.Remained knowledgeable of all federal regulations, bank products, services, policies, and procedures that impacts operations and customers.

Developed and implemented strategic plans to achieve productivity goals. Maintained relationship with key FDIC officials and other sponsorship groups. Participated on senior management team to define key business objectives. Provided oversight of four branch locations, call center, member services and teller operations, ensured areas met the organizational goals and objectives. Monitored daily performance indicators relative to branch operations, recommended and implemented process improvements to assist with member penetration and staff productivity. Developed and implemented credit union policies, procedures, and initiative while ensuring compliance with all applicable federal, state and local regulations.

Managed relationship between credit union and vendors; liaison for Credit Union Service Organizations, UniTrust, and Service Centers.Planned, directed and controlled phone and operating systems; responsible for ATM installations and administration.Scheduled and tracked preventive maintenance on existing facilities and equipment and the up-keep of all locations.Led and participated on project teams; identified objectives of projects and translated requirements into specifications for staff or contracted programmers.Supported front line managers with the development of departmental training programs, polices and procedures.

Managed the activities of 16 branch and call center personnel to promote and deliver the credit union's products and services. Led, coached, and managed a strong sales environment within the branch and call center. Developed, implemented, and monitored department goals, strategies, and objectives.Planed, directed and controlled phone system, branch operations, call center and satellite offices.Directed development and implementation of operations improvement and change management.Monitored branch operations by ensuring a professional image and approach were being consistently exercised. Assured employees used positive member contact skills and proper telephone etiquette.

Directed the daily activity of call center while supervising a staff of five; provided training and leadership to the call center staff.Improved quality of service through staff development. Increased work responsibility by adding loan processing to primary job function.Served as consumer loan officer for call center and administrator for IRA Program.Established a career development program plan for employees by identifying department personnel career goals, identifying individual strengths and areas for improvements.Developed, implemented and monitored department goals; communicated goals and objectives to staff.