Emily V. Email and Phone Number

Manage a portfolio of credit union and banking clients, partner with clients to build Success Plans and identify goals, lead business review meetings, guide up-sell opportunities in partnership with product, legal and sales, collaborate internally across departments to build stronger relationships, educate clients on road maps and company strategy, manage projects, and serve as the main point of contact on operational escalations.

Manage Digital Banking products to include implementation, enhancements, process improvement, efficiencies, cost reduction and innovation. Lead on many special projects throughout the organization as a respective subject matter expert. Assist with development of strategy from inception to completion of new digital banking products. Manage vendor relationships which provide essential functions to Digital Banking products. Promoted products to both internal and external customers increasing adoption of member base to 85%. Managed multiple product lines, all the way from the idea stage through their delivery for the team. Identified improvement changes regarding key processes for internal controls. Manage a diverse workforce in the organization to ensure efficient day-to-day operations.

Responsible for end-to-end project delivery including but not limited to requirements gathering and writing, business process management, design feedback & support, usability testing and validation and post-install defect resolution. Manages the project for on-time and on-budget completion of Digital Banking initiatives. Leading team, coaching and supporting employees and members. The subject matter expert on digital technologies, trends and best practices.

Serves as the main point of contact for the retail team to assist with troubleshooting, client inquires, and administrative support. Contact vendor support to resolve any escalated digital banking needs. Demonstrate digital banking management skills necessary to counsel and assist clients towards viable solutions to satisfy their needs. Effectively cross sell our products and services, by interacting with clients on how to utilize its benefits and features while providing an excellent experience. Proactively support membership and loan growth through the referral generation program. Actively participate in digital banking projects and the implementation.