Experience

Meritrust Credit Union

• United States
• Banking
• 100 - 200 Employee

• Director of Digital Strategy & Experience

  • Aug 2018 - Present

  Leads the overall performance and transformation efforts across the digital channel for all member touch points in online, mobile, interactive, and ATM banking, and electronic payments. Responsible for setting, driving, and executing the roadmap for the digital channel to provide an unparalleled member experience.

• Director of Member Support Services

  • Mar 2015 - Aug 2018

  Directs daily operations for the credit union’s Contact Support teams to meet established goals for service, sales, productivity and quality of work, and alignment with Meritrust’s Strategic Plan. The ability to develop the support teams knowledge and expertise on Meritrust’s products and services. Responsible for contributing to improved efficiencies and cost control through appropriate staffing, and efficient and effective work processes. Effectively plan, organize, direct, analyze and… Show more Directs daily operations for the credit union’s Contact Support teams to meet established goals for service, sales, productivity and quality of work, and alignment with Meritrust’s Strategic Plan. The ability to develop the support teams knowledge and expertise on Meritrust’s products and services. Responsible for contributing to improved efficiencies and cost control through appropriate staffing, and efficient and effective work processes. Effectively plan, organize, direct, analyze and evaluate staff and processes. Use these skills to solve business issues and to develop solution-oriented recommendations to Meritrust’s Leadership Team.

• Business Systems Manager

  • Feb 2014 - Mar 2015

  Wichita, Kansas The primary function leads the support and development of the core business applications and electronic services portfolio. Responsibilities include supervision and direction of contact center team members, analyzing future business needs, ensuring high service availability, developing positive relationships with vendors, and participating in client focused user groups. To manage all aspects of debit cards, credit cards, online/mobile/application/phone banking, shared branching, and remote… Show more The primary function leads the support and development of the core business applications and electronic services portfolio. Responsibilities include supervision and direction of contact center team members, analyzing future business needs, ensuring high service availability, developing positive relationships with vendors, and participating in client focused user groups. To manage all aspects of debit cards, credit cards, online/mobile/application/phone banking, shared branching, and remote deposit capture.

• Information Technology Service Manager

  • Feb 2007 - Feb 2014

  Wichita, Kansas The primary function provides unsurpassed service to internal members. Responsibilities include supervision and direction of contact center team members, deliver solutions in a timely fashion by setting priorities, develop and maintain hardware and software systems, and lead the effort to proactively improve utilization of resources.

• Information Technology Associate

  • Jan 2004 - Feb 2007

  Wichita, Kansas The primary function provides unsurpassed service to internal members. Responsibilities include answering incoming phone calls, logging requests, serving as first-level support, completing projects, and assisting other members of the department.

• Member Services Associate

  • May 2001 - Jan 2004

  Wichita, Kansas The primary function delivers high quality service to members. This includes identifying the needs of members and offering financial products and services.