Samantha Hawley Email & Phone Number

Miami, Fl, Us

Miami, Florida, United States

Responsible for ensuring optimal functionality of the organization’s deposit operations, support operations, digital systems, and mail services, including ACH, on-us check clearing, digital banking, remote deposit capture, BillPay, interoffice mail, account statements, procedures, and corporate communications. Managed various vendor relationships, including statements/member correspondence, personal checks, inter-branch courier, and postage-related providers. Spearheaded multiple project management initiatives simultaneously from planning through development, implementation, and closing with varying complexities and timelines, including software/vendor conversions, compliance improvements, program automation, and bug fixes. Conceptualized and established five key support departments, Payment Services, Digital Services, Operations Support, Documentation, and Central Processing, improving efficiencies with internal and external support.

Miami, Florida, United States

Managed the day-to-day activities of the Payment Systems and Operations Support departments, including assisting staff with decision-making, resolving complex escalations, monitoring industry trends, implementing best practices, and helping the Senior Vice President of Operations with projects aligned with the strategic plan. Administered all aspects of the debit and ATM card program, including card servicing, network administration, plastic inventory management, and technology upgrades (EMV chip conversion).

Miami, Florida, United States

Worked cross-functionally with the Retail business line to solve issues and implement improvements to branch operations. Performed system and workflow analysis to improve productivity and alleviate bottlenecks within the branch channels. Demonstrated expertise in a variety of concepts, practices, and procedures affecting branch operations. Developed and maintained policy, procedures, and instruction documents consistent with the organization’s philosophies, priorities, and goals.

Miami, Florida, United States

Trained and mentored over 20 contact center personnel. Developed quality assurance program, benchmarks, and call evaluation form. Conducted monthly coaching and counseling with contact center agents. Created clear and effective procedures to assist contact center agents with loan applications, card management, account updates, and fraud. Recognized by the League of Southeastern Credit Unions for outstanding service in May 2011.

Miami, Florida, United States

Answered member questions and provided assistance for a wide array of credit union products and services. Resolved both financial and non-financial account discrepancies and processed account transactions. Interviewed loan applicants and recommended suitable loan products. Compiled necessary documentation, defined collateral requirements, determined monthly payment schedules, and processed loan applications. Considered department SME and supported contact center personnel with complex member issues.

Miami, Florida, United States

Processed various types of transactions for members, including cash and non-cash deposits, withdrawals, loan payments, transfers, cash advances, cashier’s checks, savings bonds, IRA deposits, CD withdrawals, etc. Maximized every member contact as an opportunity to identify what credit union products and services would benefit them and made appropriate referrals.