PSCU Financial Services Inc. - the nation's largest credit union service organization established to help member credit unions design and implement programs to drive revenue, increase membership, mitigate fraud, and build loyalty through its key service lines
Created the marketing copy and provided input for graphics for Contactless Technology cards, a convenient alternative to cash that allows small purchases to be completed quickly, securely, and easily, which combats credit unions' shrinking profits and poor member growth by targeting the 25-34 demographic. In 2008 attributed approximately $100,000 to LOB gross revenues. In 2009, revnues are expected to increase by 300%.
Launched a Debit Mass Issuance incentive campaign targeting ATM card replacement with new debit cards (issuing over 900,000), resulting in current yearly gross revenue of $12.6 million.
Conceptualized and launched a Debit Contact Center Solution to enhance customer services specific to debit cardholders, resulting in $1.1 million per year in new contact center revenue.
Progression: Senior Debit/ATM Product Analyst, Member Develoment and Support Debit Services 2007 to Present:
Assisted in and/or completed the RFP review process for 16 debit and ATM sales prospects. Manages high-profile new and existing products, including FRIS Fraud Monitoring, PIN Card Value Verification, Executive Statistic Tools, and Contactless technology. Supports less-tenured product analystsanaged multimillion-dollar GLs for ATM/Online, Authorizations, Frame Relay Network, Security, Accounts on File, Card Activation, and Plastics to a variance of less than 2% +/-. Currently manages a technology GL of $4.2 million to an average variance of less than 2% +/-. Through auditing of the technology GL billing, uncovered and thus increased the yearly review of the GL by over $200,000.
Debit Product Analyst, Member Development and Support Debit Services 2000 to 2006:
Reported to the department director. Completed platform migrations. Created procedures and process flow documents. Served as the primary liaison for product escalation and platform functionality. Tracked key growth indicators. Maintained a calendar of debit-related marketing events and promotions. Managed enhancement projects and launch phases. Reviewed and distributed association, industry, and vendor bulletins internally and externally with required and recommended actions. Manually split out all debit programs to provide key growth indicators for organic, new sales, and deconversions. Was responsible for adds, changes, and deletes in monthly billing. Reviewed and updated debit-related online training tools, product materials, and business continuity plan materials. Represented the debit product department in major and minor company program installations and bulletin committee (STAR/MasterCard/VISA/FDR) meetings requiring internal and external communications. Documented, launched, and tracked new programs and products.
Credit Product Manager, Member Development and Support 1999 to 2000:
Oversaw card activation, outbound activation, and debit stats monthly reporting for primary products.
Conversion Representative, Conversion Department 1993 to 1998:
Brought new credit and debit card clients on board as well as set up new programs for existing clients. Interacted with data processors, credit union operations, and executive employees.
Chargeback and Representment Clerk, Chargeback Department 1991 to 1993:
Iteracted with credit union contacts to process and resolve debit card related disputes under $250. Secured appropriate documentation. Assisted in developing processes and procedures for a new debit dispute department.
Contact Center Customer Support Representative, Southern Region Contact Center 1989 to 1991:
Provided over-the-phone support to clients regarding their credit card accounts.