Responsible for oversight of level 1 PCI DSS compliance, including coordination and supervision of annual PCI certification. Ensure timely implementation of mandates and continuous compliance with MasterCard and Diner’s Club International (DCI) Network/scheme regulation. Responsible for monthly compliance reporting to Networks. Manage fraud rules and reporting setup for clients. Maintain oversight and processing of disputed transaction cases (e.g. chargebacks, representments, arbitration, etc.)

Responsible for providing direction to all organizational departments in complying with State, Federal and NCUA laws and regulations to ensure the Credit Union’s compliance. In charge of conducting and/or overseeing detailed operational and systems audits to determine the existence, reliability and effectiveness of internal controls within the organization and report audit findings to Supervisory Committee and the Board of Directors. Responsible for the creation and documentation of all Credit Union policies and procedures and ensuring these items are consistent with applicable state, federal and NCUA regulations and contain the proper internal controls. Act as a liaison with Credit Union CPA’s, NCUA examiners and other outside auditors. Oversee the Credit Union’s compliance program and control risk management budget. Accountable for the bond and liability insurance coverage for the Credit Union. *Credit Union merged with USF Federal Credit Union January 2015 and title changed to Manager of Risk Management.

Manage the daily operations of the Member Services team, which includes but is not limited to: Branches, Call Center, Loan Processing and multiple web delivery channels for members and budget. Directly supervisor and manage 7 team members. Responsible for conducting weekly one: one meetings, coaching and training. Track and monitor daily, weekly or monthly team/ individual performance against credit union goals, objectives, standards and/or expectations. Identify, track, and report system failures to reduce impact to member services. Control all cash and ordering for branch vaults and ATM’s. Resolve member issues.

Oversee and direct all operational aspects of the credit union’s Branches, Call Center and Operations Department. Track, monitor and analyze branch statistics and sales performance. Responsible for Branch Operations projects including: project research, design, data collection, analysis and implementation. Analyze credit union products, processes and procedures to maintain operation consistency, streamline efficiencies and ensure compliance with regulatory requirement. Develop and monitor performance and quality service standards. Provide mentoring and coaching to support and develop frontline management and staff.

Responsible for conducting daily, monthly and annual audits on organizational departments and specific functions to verify their compliance with credit union policies and procedures, NCUA, federal and state requirements and regulations. Conduct in-depth audits to determine any risk exposure, loss potential and breakdown in credit union processes and internal controls. Report exceptions or violations of regulations, laws or credit union policies and procedures to management and provide recommendations for corrective action when needed. Assist in analyzing credit union operations with new regulation changes.

Responsible for supervising and advising 22 Financial Service Representatives (FSRs) in a call center, monitoring the day-to-day call center call performance and scheduling of staff according to volume history and trends. Initiate mentoring programs for new and tenure FSRs by training, supervising, directing, and supporting sales and services goals and objectives. Help develop and continuously enhance the sales area within the call center, training curriculum, and schedule. Identify, track, and report system failures to reduce impact to the member service provided through the call center. Support corporate and departmental goals and objectives by participating in strategic planning and business development strategies.

Responsible for conducting daily, monthly and annual audits on organizational departments and specific functions to verify their compliance with credit union policies and procedures, NCUA, federal and state requirements and regulations. Provide project analysis and present finding and recommendations to Senior Management Team. Report exceptions or violations of regulations, laws or credit union policies and procedures to management. Assist in analyzing credit union operations with new regulation changes. Assist in creating, reviewing and implementing policies and procedures according to regulation changes.

Setup and organize all client loan information according to the established policies and procedures of the selected program (i.e. Conventional, FHA, and VA mortgages).

Managed daily functions of the credit union and was the direct supervisor of 16 people in the loan and teller departments. Tracked, monitored and analyzed branch statistics and sales performance.