Lauren Dussault Email & Phone Number

Greater Philadelphia Area

Greater Philadelphia Area

Lead a team of 70+ people across Debit/ATM Card Services, Wires, ACH, Lockbox, Check / Item Processing, Deposit Account Services, Pensions, Statement Rendering, Reconciliation, Customer Service, Branch Operations, and Cash Management. Administer a multi-million dollar expense budget.Highlights: Generated significant savings through contract renegotiation and vendor rationalization; reduced operating expenses through process re-engineering and operational efficiencies; and led Beneficial Bank Retail Operations through a successful bank acquisition.

Customer Experience Champion, Sr. Manager (03/12 – 06/13) - Designed and led a comprehensive Customer Complaint Resolution program with the objective of strengthening the organization’s ability to know, manage, and eliminate customer complaints. Served as a Customer Advocate for Chase Community and Consumer Banking, enabling customer issue identification, resolution, and elimination. Influenced through direct interaction with the Chase Card Services Executive Leadership Team.Customer Service Segment Lead, Sr. Manager (04/07 – 02/12) - Managed internal Customer Service organization's relationship with Marketing teams in Consumer Card Partnerships and Private Label segments through direct interaction with segment leadership (Presidents and directs). Ensured operational readiness for the launch of new credit card marketing initiatives. Operational, Regulatory & Risk Management, Sr. Manager (08/04 – 03/07) - Developed and led an operational risk management program for a Chase Card Services line of business having stand-alone Credit Risk, Lending, Customer Service, Fraud, and Collections functions. Evaluated and improved the effectiveness of process controls; fostered a strong operational risk management culture; ensured organization met expectations of external reviewers, regulators and internal audit.