ANDREW GUENTHER

• Resolved complex account issues while maintaining compliance with credit union policies and procedures.
• Educated members on online banking, debit card services, and account features.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Coached representatives on call handling, problem resolution, and professional communication techniques.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

• First rotation: Compliance Department (Feb-Aug 2024)

Acting Operations Manager for Compliance and Account Services

• -In charge of all daily operations, reports, phone queues, escalated calls
• Worked effectively in fast-paced environments.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• -Manager reviews of sensitive work materials
• -Coaching, leading Touchpoint meetings with staff
• -Assisting with BSA and Deceased Accounts tasks
• -Auditing Quality Control and Bank Secrecy Act reports for submission to upper management and Supervisory Board
• -Assigning tickets to appropriate staff
• -Monitoring email communications
• -Answering all management calls
• -Attending meetings to collaborate with other departments and divisions
• -Researching complex issues via Illinois/California statutes, CEFCU Deposit Account Agreement, Electronic Funds Transfer, and other disclosures and by-laws
• Second rotation: Card Member Services (Aug 2024-current)
• -Acting Manager for Card Member Services
• -In charge of all daily operations, reports, and handling escalated calls
• -Manager reviews of sensitive work materials and procedural updates
• -Coaching, leading Touchpoint meetings with staff
• -All time requests, time cards, and tracking
• -Performance Plans and reporting performance issues to Human Resources
• -Leading interviews for new hires, and co-leading selection process with manager mentor
• -Monitoring and managing multiple call queues and ticketing systems
• -Monitoring email communications
• -Communicating issues to other departments and division managers and resolving
• -Answering all management calls
• -Assisting with taking calls and competing tickets to support the team in times of high traffic
• -Monthly statistics reporting and coaching with staff to meet department goals
• -Writing performance evaluations and administering with staff
• -Performing Quality Analysis on calls and coaching staff on issues to continue development
• -Assigning CEFCU Online courses to staff for learning and regulatory requirements and tracking completion
• -Updating employee performance incident logs
• -Weekly statistics tracking by phone and ticket time against hours worked
• -Quarterly staff statistics updates to division VP for business planning purposes
• -Researching and answering escalated staff questions regarding procedures and odd situations
• -Attending meetings to collaborate with other departments and divisions
• -Create and review schedules for team
• -Initiate Disaster Recovery for team in times of crisis, communicating with upper management and coordinating re-allocation of resources to cover staffing needs and other concerns
• -Became Brand Advocate for CEFCU, representing the organization in social media, corporate communications, commercials, and recruiting videos

• -Responsible for the administration, coordination, and systems management of over 15 programs and systems
• -Project Leader on Administration Systems Accesses Project, integrating Adobe Workfront into a brand-new system for tracking and auditing all Card Services systems accesses
• -Compiles project status reports, coordinates project schedules, manages project meetings, agendas, minutes, correspondence, and identifies and resolves technical problems.
• -Facilitate meetings, identifies and analyzes system requirements, and defines project scope, requirements, and deliverables.
• -Responsible for layout of presentations, reports, and statistical tables.
• -Assist Department Managers and Vice President of Card Services with projects and assigned tasks as well as creating projects where they are needed to increase efficiency and productivity
• -Creating and revising systems procedures for Card Operations/Card Services
• -Daily updating of Checking accounts, Overdrafted accounts, and other financial measures for Vice President of Card Services
• -Makes sure that financial files for credit and debit transactions process properly each day by sending test transactions to Online banking and verifying them as well as the files processed by Network Communications
• -Serve as backup to assist department with tasks as needed to alleviate workloads
• -Makes sure card orders are not held up due to errors and resolves if they are
• -Submits the graphics and statement messages for monthly Credit Card statements to PSCU
• -Pulls monthly and quarterly data into spreadsheets regarding transaction amounts/counts, Loyalty programs, total Sales, and other statistics for the Chief Financial Officer, Vice Presidents, and Managers in Consumer Lending, Accounting, Collections, Credit Card Lending, Debit Card Systems, Business Services, Direct Lending, Card Risk/Accounting, and Business Credit Operations
• -Tracks all CEFCU Balance Transfers, reports statistics to management and tracks all sales of Balance Transfers in Member Centers. Works on Balance Transfer Consolidation to ensure proper record of all Balance Transfers with PSCU
• -Recording statistics of Sales, Returns, Cash Advances, and Auto Payments for the RADDON Performance Analytics Study and reporting them to the Corporate Research Manager upon request
• -Ordering, maintaining, and tracking all Credit and Debit card plastic and paper inventory including getting new orders approved, creating outlooks for future order predictions, handling PCF changes with PSCU regarding said stocks, tracking all Instant Issue inventory and total plastics usage throughout the organization including fulfilling orders and returns from the Member Centers
• -Reporting Mastercard Account Volume for the Benefits Report to the Vice President of Lending
• -Reporting quarterly statistics to the Vice President of Card Services in regards to Overdrawn accounts paid/returned, Credit and Debit card applications auditing, Credit Card Charge-offs, Credit and Debit Token Letters, Balance Transfers, and Credit card Business applications
• -Responsible for recording and changing Credit Card rates according to organizational policy, sending new rates to PSCU and confirming changes each quarter
• -Responsible for setting/changing Credit Card Cycle Dates each year with PSCU
• -Working with PSCU on Statement Archive Requests on a yearly basis
• -Reporting statistics to the NILSON Survey per requests in March each year
• -Updating and approving Advertising Schedules with Marketing for Credit card statements
• -Card Operations Knowledge Champion

• -Directs and manages tier two-member service functions for CEFCU’s card programs: Credit Card and Debit Card
• -Prioritizes member security while reporting account fraud and dispute notifications to the Card Risk/Accounting team in accordance with Regulation E
• -Utilizes the Debit Card Approval System (DBT) to perform ATM and/or Purchase Limit increases while making proper judgement calls for exceptions needed outside of the automated decisioning system
• -Evaluates and responds to transaction denials, merchant declines/referrals, and payment posting errors using multiple third-party processing systems. Performs related account maintenance on Host, card processor, network, and check vendor systems
• -Maintains a proper knowledge level of CEFCU products and services received through multiple delivery channels
• -Utilizes three separate phone lines and an internal ticketing system to ensure a satisfactory response rate to provide the best member experience
• -Maintains standards of the Card Member Services department for log in time, call and hold time, and after call work time
• -Assists members with checking-related requests such as placing stop payments, providing account information, refunding fees, ordering checks, and closing an IMMA
• -Performs time sensitive cardholder maintenance including activation, name changes, card design changes, damaged cards, Debit Card Personal Identification Number (PIN) requests, closing accounts, authorizing purchase override requests, and evaluating accounts to be released from fraud monitoring while member’s travel
• -Performs credit card payments, phone payments via Automated Clearing House (ACH), online general ledger journaling system, and balance transfers via phone
• -Completes credit card cycle changes within regulatory guidelines, ensuring prevention of short cycling and loss of CEFCU finance charges from repetitive changes
• -Calculates credit card payoffs and per diem; reverses finance charges/fees as appropriate. Adds appropriate fraud strategies to business and agency accounts as deemed necessary for worldwide travelers
• -Utilizes the Debit Card Approval System (DBT) to perform Automated Teller Machine (ATM) and/or Purchase Limit increases. Evaluates account to make business decision to override limits set by system
• -Works with Card Member Services Representative II and Managers to approve/deny limits in excess of security thresholds
• -Training new hires for their role in Card Member Services
• -Developing solutions to procedure issues or discovering more efficient ways that procedures can be executed
• -Maintaining the professional image of CEFCU through excellence in customer service and going above and beyond when necessary to help enhance the member experience (17 Gold Record reviews from members from Jan-June 2021 alone)

• -Daily operations (running shifts, managing employees and standards/procedures)
• -Administrative tasks (Store Inventory and reconciliation, inventory transfers, permits from city, fire, and health departments, state food certifications for managers and staff, weekly and monthly schedules, ordering products from suppliers, resolving customer issues, employee training, etc.)
• -Hiring and maintaining staff and bench planning measures for future team development and promotion from within through training and managerial coaching
• -Manage weekly time records for corporate and daily cash flow/bank deposits/safe change funds for the district and maintaining security network/reviewing footage for incidents
• -District manager training (multi-store management)

• - Read prints, interpret for job layouts on material estimates and fabrication sheets
• - Manufacture fabrication sheets
• - Study commercial sprinkler design, elements of prints and AutoCAD (AUTOSPRINK)
• -Delivery operator for shop orders/material shipping to job sites and equipment hauling/Loading/unloading as needed

• - Responsible for pre-process, creation, editing, and processing printed Community Guides for the tourism industry
• - Main field of print communications, emphasis on printed materials with some web design
• - Provided production and printing solutions management

• Dean’s List 3 semesters, Presidents List 2 semesters
• GPA: 3.64/4.0

• Dean’s List 2 semesters, President’s List 2 semesters
• GPA: 3.85/4.0