Heidi Ricks Email & Phone Number

Consult with member credit unions to obtain their goals and direction, create strategies and objectives to enable the products, solutions and services we provide them to operate in an optimal manner; identify sales opportunities to provide additional products and services for the member benefitAct as a liaison between Visa, MasterCard, First Data, Star, FIS, all Internal Departments and the client by providing ongoing communication between all parties to ensure timely resolution of the… Show more Consult with member credit unions to obtain their goals and direction, create strategies and objectives to enable the products, solutions and services we provide them to operate in an optimal manner; identify sales opportunities to provide additional products and services for the member benefitAct as a liaison between Visa, MasterCard, First Data, Star, FIS, all Internal Departments and the client by providing ongoing communication between all parties to ensure timely resolution of the client’s needsManage and oversee implementation of projects and solutions, including the coordination of other departments and third party companies to ensure high quality and timely completionTrain processes and functionality to credit union personnel on all in-house and third party applications including but not limited to: Visa, MasterCard, First Data, STAR, FIS, Member Connect, Arcot, Evolve, and WebtrackExplain general information to all levels of credit union staff; establish and maintain positive, professional relationships with clients, services partners and PSCU personnelResearch, analyze, and troubleshoot general technical and operational issues and provide solutions; identify root causes and take steps to prevent similar issues from arising in the futureReview daily reports and formulate resolutions for identified issues including settlement; monitor and analyze reports and data and implement strategies to ensure continues successStay informed and educated in all phases of the client business; maintain industry knowledge and best practices to provide informative suggestions that will meet or exceed the client needsPerform other duties as assigned Show less

Phoenix, Arizona Area

Serve as a backup to Contact Center Supervisor in his/her absenceAnalyze operations and make recommendations to increase the effectiveness, productivity, and quality of service on an ongoing basisAssist department members, as needed, to minimize errors that might result in monetary loss to the company and maintain reasonable control of all call center activitiesMonitor calls and review systems to insure quality and services level standards are being met and interact with credit… Show more Serve as a backup to Contact Center Supervisor in his/her absenceAnalyze operations and make recommendations to increase the effectiveness, productivity, and quality of service on an ongoing basisAssist department members, as needed, to minimize errors that might result in monetary loss to the company and maintain reasonable control of all call center activitiesMonitor calls and review systems to insure quality and services level standards are being met and interact with credit unions regarding cardholder issuesAssist Contact Center and Help Desk representatives with overflow calls or other functions as neededProvide clarification of departmental policies and procedures and document any negative or positive performance issuesDirect staff to successfully maintain company standards in their day-to-day work-related responsibilitiesProvide input to appropriate supervisor for designated representative’s performance review and participate in the review processRespond to questions or concerns by Contact Center representatives and Help DeskWrite up reviews and disciplinary and present to Contact Center representativesEvaluate, coach, and counsel Contact Center representatives on issues, as appropriate Show less

Assist co-workers with questions and concerns regarding various account typesNavigate between multiple programs whiles speaking with members or internal staff on the phoneUpdate, adjust, and complete daily queue work including lost/stolen reports, debit disputes, callbacks, authorization releases, account adjustments, emergency card requests, rush card/pin requests, fraud faxes, and various other incoming reportsAdhere to strictly regulated quality, adherence, procedures, and… Show more Assist co-workers with questions and concerns regarding various account typesNavigate between multiple programs whiles speaking with members or internal staff on the phoneUpdate, adjust, and complete daily queue work including lost/stolen reports, debit disputes, callbacks, authorization releases, account adjustments, emergency card requests, rush card/pin requests, fraud faxes, and various other incoming reportsAdhere to strictly regulated quality, adherence, procedures, and guidelines maintained within the companyWork with multiple departments to resolve or address concerns that may come through from the credit union staff or any escalated account issues that are not getting resolved Show less

Bsn

Associate Of Arts (Aa), Psychology