Stephen H. Email and Phone Number
With over 20 years of experience in banking, I am a collaborative and methodical professional who partners with cross-functional teams to develop and implement continuous improvement initiatives. I evaluate systems and processes to determine their effectiveness and relevancy, and I implement changes to enrich customer and employee experience. As a Sr. Consumer Lending Systems Analyst at First Tech Federal Credit Union, I optimize complex loan operating systems to align with business needs and enhance performance. I drive seamless synergy between operations and systems through collaboration with business partners and stakeholders, offering my expertise as a subject matter expert. I also hold a Lean Six Sigma Green Belt certification, which enables me to apply data-driven and structured methodologies to solve problems and deliver results. My mission is to leverage my skills and knowledge to maximize member satisfaction and operational efficiency.
First Tech Federal Credit Union
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Sr. Consumer Lending Systems AnalystFirst Tech Federal Credit Union Mar 2024 - PresentHillsboro, Oregon, UsOptimize complex loan operating systems to align with business needs and enhance performance. Drive seamless synergy between operations and systems through collaboration with business partners and stakeholders offering expertise as a subject matter expert. My responsibilities include resolving complex issues, crafting process enhancements and navigating change control. Proficient in system mapping and fostering effective relationships. I contribute to maximizing member experiences and operational efficiencies
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Consumer Lending Systems Analyst IiFirst Tech Federal Credit Union Jul 2022 - Mar 2024Hillsboro, Oregon, Us.
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Retail Experience Optimization Program ManagerFirst Tech Federal Credit Union Mar 2020 - Jul 2022Hillsboro, Oregon, UsOwn strategic process and system enhancement projects to optimize performance and user experience. Liaise between branch management and senior leaders to identify and resolve operational issues. Leverage partner relationships to determine opportunities for improvement and implement effective solutions. Collaborate with branch staff for program implementation, troubleshooting, and servicing opportunities. Develop program playbooks including orientation, training, full process documentation, and topic reference guides. - Regulated foot traffic in branches during COVID-19 by implementing nationwide Appointment Preferred program- Enhanced service quality and capacity during COVID-19 by developing permanent Virtual Experience Center team- Eliminated workflow impact of unauthorized system changes by establishing Service Level Agreement with vendor
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Consumer Lending Process ManagerFirst Tech Federal Credit Union Mar 2016 - Mar 2020Hillsboro, Oregon, UsOversaw department processes to identify continuous improvement opportunities and create workflow efficiencies. Assisted Consumer Lending Product and Process Management teams with business analysis and system administration support. Analyzed loan activity, tracking, and productivity reports including detailed performance, trends, and strategies using data from lending systems. Organized cross-functional collaboration between internal and external stakeholders to facilitate changes and upgrades.- Reduced post-implementation system defect findings to under 1% by standardizing User Acceptance Test process- Improved decision-making process by implementing internal tracking program to identify high-risk, uninsured loans- Reduced compliance risk and decision-making timeline to under 30 days by streamlining student lending operations
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Indirect Lending Assistant ManagerFirst Tech Federal Credit Union Dec 2014 - Mar 2016Hillsboro, Oregon, UsDirected daily operations of Loan Processing department. Monitored department workflow while maintaining production and turn time expectations. Supported Processors and Sales Managers as first point of contact for escalations. Maintained daily reporting including contracting, production overviews, and balancing.- Improved employee retention via development of Level II and Senior loan processor positions to create career path-Increased daily loan funding performance 15% by outsourcing administrative task to improve use of time
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Consumer Services ManagerDemarini Sports Inc. 2011 - 2014Chicago, Il, UsSupervised consumer, ecommerce and warranty services functions including policy administration. Collected and analyzed data, communicated trends to leadership, and collaborated with Engineering and R&D teams to assist with continuous improvements. Forecasted inventory and costs for all warranty services based on current and historical trends. -
Consumer Services SupervisorDemarini Sports Inc. 2010 - 2011Chicago, Il, Us
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Call Center SupervisorOneaz Credit Union 2009 - 2010Phoenix, Az, Us -
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Call Center SupervisorOneaz Credit Union 2004 - 2007Phoenix, Az, Us
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Information Service RepresentativeOneaz Credit Union 2000 - 2004Phoenix, Az, Us
Frequently Asked Questions about Stephen H.
What company does Stephen H. work for?
Stephen H. works for First Tech Federal Credit Union
What is Stephen H.'s role at the current company?
Stephen H.'s current role is Sr. Systems Analyst | Expert in Process Improvement & Workflow Optimization.
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