Card Services Representative
Capitol Credit Union
- Managed credit and debit card portfolios by assisting members with credit and debit disputes and fulfilling refund requests, boosting customer satisfaction by 20-30%.
- Mitigated fraud and card compromises by pulling daily reports and analyzing root cause, reducing card disputes by 15-20%.
- Spearheaded the creation of a BSA/AML department by researching the credit union's first automated BSA/AML monitoring program, working with IT to implement and integrate with the credit union systems, increasing efficiency and accuracy by 50%.
- Managed credit and debit card database and processing conversions over the last 10 years by working with our card processor and multiple credit union departments, increasing card security, back office processing efficiency, and boosting member satisfaction by 15-20%.