Stephanie Berndt Email and Phone Number

* Train MSS I and MSS II’s on onboarding merchants, payment gateway configuration, account changes, evaluating risktasks, and underwriting initial and additional processing accounts* Review all key entry of onboardings and bank account changes daily to ensure MSS I entry accuracy* Conduct quality assurance reviews and mitigation plans to ensure that potential quality issues are identified and addressed proactively* Point of escalation for training, tickets, underwritings and risk task escalations* Assign and manage ticket queue* Review and approve billing deposits/withdrawals to/from Reserve account as needed* Adjust pricing for cards and ACH after approval from VP of Processing

* Conduct testing, training, and implementation of adaptation to new backend processor First Data North* Update outdated process documentation to ensure accurate help documentation is available* Monitor customer risk statuses and Sift Science daily to detect, mitigate, and prevent fraud instances* Identify fraudulent behavior by analysis of credit card BINs, IP addresses, donor behavior, donor phone/email, and donor history* Evaluate merchant request for processing limit increase through analysis of bank statement and volume/transaction history for cards and ACH* Underwrite all Enterprise applicants in the nonprofit sector for payment processing

* Onboard approved merchants for cards (First Data), ACH (Check Commerce), and remote deposit (ProfitStars)* Onboard and configure merchants onto Cybersource, NMI, Stripe or Payeezy payment gateways* Review, underwrite and make changes to merchant accounts – bank change, signing authority change, DBA/Legalname change, address change, processing limit increase, funding hold, and various one-off tickets* Underwrite one-third of all merchant applications validating organization, signing authority, and banking information* Identify inconsistencies with information provided on merchant application* Approve, decline, or transfer merchant applications to third party partner* Assist in fraud management through daily analysis of large transactions, returns, chargebacks, and periodic reviews* Work closely with Sales, Customer Success, Billing, and Operations teams to optimize SLA

* Process new business quotes, new business, renewal quotes, renewals, amendments & audits using multiple computer* systems.* Use appropriate judgement to meet all established performance standards including production, quality, and timeliness.* Ensure all state-specific requirements are satisfied with special forms, advance notice requirements, and special wording.* Prioritize multiple tasks and unpredictable work volumes to ensure work is produced on time.* Work directly with Underwriters to optimize results.* Quarterly quality file reviews resulted in average of 99% 2019-2021* Recognized as top producer out of 40 producers - exceeding 58 tasks per week goal at 150 tasks per week* Mentor/Checker – October 2020 Federated new hire class – Checked all processes of new hire work to verify accuracy* and understanding* Federated PolicyCenter Change Champion – Chosen member of team to do testing and training for new system upcoming* rollout* IL-F-50 process lead – Work with Home Office to improve online documentation for IL-F-50 process

• Responsible for all store operations and delegation of tasks.• Responsible for end-of-month inventory count, EOM paperwork, ledger updates, administrative duties.• Generating and balancing schedule for 75-90 staff.• Currently learning hiring, second interviews, and projections.• Updating communication to staff.• Creating and monitoring plans for improving cost metrics.• Selecting eligible crew trainers and managers in training. • Completing and delivering crew performance reviews.• Responsible for crew write-ups/documentation and follow up conversations regarding performance issues. • All tasks listed below as well.

• Supervise and motivate crew throughout shift while offering direction and scheduling breaks.• Manage accounts and office operations, including cash handling, payroll, administrative duties, bank deposits, and ledger updates. • Maintain a high level of attentiveness to the needs of the customers.• Perform numerous cleaning tasks within kitchen, dining, and storage areas, as well as bathrooms.• Responsible for all store operations, including opening, closing, and overnights. • Monitor food and labor cost metrics and adjust operations accordingly to ensure maximum efficiency and profitability.

• Implement a comprehensive record-keeping system for tracking store inventory.• In charge of ordering all inventory twice per week.• Managing and verifying all product wasted weekly to meet monthly food cost goal.• Teach crew and developing managers kitchen procedures and food cost requirements.• Verifying food safety daily and weekly. • Creating and monitoring plans for improving cost metrics. • Reporting store and department results to owner, weekly. • Updating communication to the staff. • Successfully hit food cost goal for 13 consecutive months after taking over the kitchen department. • All responsibilities listed under shift manager, as well.