Heather J. Brown Email & Phone Number

Kirkland, Wa, Us

Tukwila, Wa

Responsible for developing and leading user experience research and design serving as a champion for member empathy and human-centered design across delivery channels. Contribute by identifying challenges and finding opportunities to solve real human problems while collaborating cross-organizationally to use design research and strategy to facilitate deeper member understanding and address core business needs.

Tukwila, Wa

Had responsibility for co-implementing of a Voice of the Member (VoM) program with the specific goal of understanding the drivers that result in product and service utilization and member loyalty. This person will derive insights from both structured (survey) and unstructured data (open-ended, speech/text, social) and have broad authority in the design and deployment of customer listening posts. In addition, this role will work with a cross section of the organization and deliver key findings from the VoM work to improve and safeguard the member experience while also supporting organizational goals and objectives.

Kent, Wa

The Member Care Experience Consultant is responsible for assessing the knowledge, skills, and abilities of the employees of the Member Care division that contribute to the delivery of the member experience. This person will conduct evaluative reviews of member interactions and survey feedback results to create recommendations for training and process workflow efficiencies. The Member Care Experience Consultant will also provide Member Care expertise, advice, and guidance to internal departments in an ongoing effort to improve the member experience.

Kent, Wa

Provided ongoing member interaction performance coaching to develop and enhance the performance of employees to ensure the delivery of service excellence across all interaction channels. Partnered with Member Care Supervisors in the creation and delivery of performance coaching plans and continuous follow-up. Reviewed, identified, analyzed and recommend business process and workflow changes and/or improvements which impact the member experience. Managed and facilitated discussions across the division to calibrate findings and ensure consistent understanding and application of the expectations for member interactions.

Kent, Wa

Served as the primary point of contact for members for all consumer lending products, real estate secured loans and business lines of credit and Visa products. Developed and expanded relationships through assessing members’ current and future financial needs and by providing appropriate solutions; cross-selling all BECU products and services based on identified needs and focusing on high-value added relationships.

Phoenix, Az

Input and process loan applications received via Internet or inbound calls. Obtain and review credit reports of members. Contact members to inform them of loan decisions. Counseled members regarding suggestions for improvement of credit scores.

Phoenix, Az

Data entry using Microsoft Office; composed interoffice memos; filed; ordered office supplies. Optimized efficiency of office in assisting students and staff.

Bachelor Of Science Business Administration, Business Management

Graphic Design

Completed courses toward Bachelor of Science degree

Associate Of Arts (Aa), General Studies

Activities and Societies: Student Ambassador, National Honor Society Completed all general studies courses (Math, English, Science, etc).