Joel Dufour Email & Phone Number

Portland, Maine Metropolitan Area

Provided project management support for AML compliance initiatives. • Led development of business requirements, people/process design, coordinated activities between multiple technology areas, responded to defects and escalations, change policy adherence. • Managed a $7.5MM initiative enabling economic sanctions scanning for non-customer roles on consumer and small business credit card accounts. Impacted 44 applications and 25 business areas and closed a self-identified audit issue.• Oversaw $3.4MM initiative and improved caller authentication, enhanced tracking of changes made to non-customer roles, and closed many compliance issues for consumer and small business credit card servicing. This resulted in the closure of two self-identified audit issues.

Portland, Maine Metropolitan Area

Provided project management support for enterprise-wide Consumer and Small Business Credit Card and Deposit initiatives. • Managed project budgets, coordinated activities between technology areas, responded to defects and escalations, change policy adherence, and drove people/process design workstreams.• Led project and migrated Merrill Lynch Small Business credit card application process from a vendor-hosted system (RBAS) to the bank's internal digital platform (ABPA).• Enabled re-presentment/fulfillment of Credit Builder Direct Mail offers in the financial center channel.• Implemented event-driven reconciliation framework and enabled end-to-end document reconciliation for 50+ document types across deposits, cards, and mortgages. Enabled failures to be detected at each stage in the document lifecycle, from initial data selection, online delivery, and customer notification. Closed two self-identified audit issues.

Portland, Maine Metropolitan Area

Provided service delivery and project management support for Existing Account Marketing, Touchpoint Optimization (CRM), and banking center new account marketing.• Led initiative to modify the processing of Self Pay credit card access checks to minimize revenue loss from new payment allocations rules introduced by the CARD Act. Delivered 3 Year NIBT of $15MM.• Managed vendor workstream for large-scale initiative and launched customer-level offers.• Delivered Card Activation IVR (vendor West Interactive), InterConnect Application Service Provider (vendor Equifax), ADSF (Internet Security) testing and remediation, and Disaster Recovery Planning.• Led access management, change and incident management, and ongoing application governance activities that maintained compliance with bank technology and information security policies.• Engaged in remediation, tracking, and reporting of risk items, including ADSF findings and audit.• Managed issues in the STORM system and prepared updates for monthly executive risk reviews.

Portland, Maine Metropolitan Area

Oversaw card sales platform management in channel distribution line.• Led marketing channels, including Zoot Passive Preapproval and Instant Credit (Cobrands, Consumer Online), Northwest Banking Centers, LaSalle Bank, Small Business, and Dealer Financial Services.• Implemented solutions that significantly reduced the amount of work needed to install North West AOLN (Apply Online Now) active applications and disclosures and Card Solutions Passive disclosures.

Portland, Maine Metropolitan Area

Managed IT projects impacting customer marketing call center strategies and operations.• Represented the customer marketing line of business on a large-scale project that expanded the credit card processing platform's pricing capabilities at the bank. • Focused on design, testing, and implementing a new pricing strategy engine using Fair Isaac's Blaze platform.

Portland, Maine Metropolitan Area

Implemented promotional cash pricing strategies and supported corporate loan growth initiatives.• Analyzed strategy performance by developing and executing ad-hoc queries and reports. • Selected as a line of business project manager for MBNA's transition to Bank of America. • Led technology projects, including Card Rebranding, Card Activation IVR, FI Transparency, and CLMS Pricing Enhancements.

Portland, Maine Metropolitan Area

Managed pricing strategy execution for credit card contact centers (Customer Marketing, Balance Retention, and Customer Retention). • Led execution of contact center pricing strategies, including cash and retail rate offers.

Portland, Maine Metropolitan Area

Held various positions during major growth phase of the organization, including:IVR and Contact Center tech project supportBudget analysis, leads management, performance reporting.Digital content management