Dawn McDougal
Summary
Experienced and results-driven financial operations leader with over a decade of progressive responsibility in financial services. Proven expertise in regulatory compliance, financial reporting, loan servicing, dispute resolution, and team leadership. Adept at streamlining workflows, ensuring audit readiness, and enhancing cross-functional performance. Recognized for building high-performing teams and driving operational excellence in fast-paced, regulated environments.
Overview
15
15
years of professional experience
Work History
Operations Manager
Midland Credit Union
01.2023 - Current
- Lead and mentor a multi-functional operations team, overseeing core accounting processes including account reconciliation, accounts payable/receivable, wire transfers, exception item handling, and mobile deposit processing.
- Ensure accuracy in quarterly 5300 call report processing.
- Oversee consumer and mortgage loan processing workflows, ensuring adherence to internal policies and secondary market requirements.
- Advise on internal next steps for escalated debit/credit card dispute and fraud cases.
- Supervise Interactive Teller Machine (ITM) operations and maintenance.
- Handle full employee lifecycle for operations team: hiring, training, cross-training, performance evaluation, and professional development.
- Serve as liaison and support for internal/external audits and regulatory examinations.
Operations Supervisor
Midland Credit Union
01.2020 - 01.2023
- Perform final audits on loan files to ensure compliance and completeness.
- Administer and resolve escalated debit/credit card disputes and fraud cases, including chargeback processing and pre-arbitration assessments.
- Oversee IRA account administration, including death claims, tax reporting, and distribution compliance.
- Conduct due diligence monitoring and reporting on a daily, weekly, and monthly basis.
- Review and manage collection accounts, payment arrangements, charge-offs, and bankruptcy cases.
- Process payroll and employee expense reimbursements.
- Manage sensitive deceased member account settlements.
Operations Clerk II
Midland Credit Union
01.2016 - 01.2020
- Operation Clerk duties along with:
- Charge off processing
- Prepaid and Fixed Asset processing/reconciling
- Settle incoming/outgoing wires
- 5300 Call Report
Teller Supervisor
Midland Credit Union
01.2015 - 01.2016
- Backup for teller processing transactions
- Train, direct and evaluate employee performance
- Process cash/coin orders from the fed
- Vault balancing
- Assist and resolve member escalations
Operations Clerk
Midland Credit Union
01.2013 - 01.2015
- Reconcile bank accounts
- Posting entries to and balancing general ledgers
- Post investment income and monthly/quarterly reconciliation of all investments
- Process AP items including real estate, taxes, incoming bills
- ACH/Share Draft exception processing
- ATM balancing
- Credit/Debit card fraud/dispute processing
- Generate monthly/quarterly/annual financial reports
Relationship Builder
Midland Credit Union
01.2012 - 01.2013
- Open new member accounts, including savings, share draft, and holiday
- IRA processing, including opening, contributions, and withdrawals
- Process loan applications and submit to underwriting with next step recommendations
Teller
Midland Credit Union
01.2011 - 01.2012
- Process member financial transactions, including deposits, withdrawals and loan payments
- Educate members on products and services, including internet banking, account types, and loan products
- Cashier check and money order processing
Skills
- Operational Leadership
- Regulatory Compliance & Reporting
- Loan & Mortgage Processing
- Team Development & Training
- Fraud & Dispute Resolution
- Payroll & Benefits Administration
- Audit & Examiner Support
- Customer Relationship Management
- Process Improvement
Additional Experience & Achievements
- Merger Leadership: Played key role in operational execution during merger as the surviving financial institution.
- Core System Conversion: Led successful core platform transition from UltraData to CMC Flex, ensuring continuity and minimal disruption.
- Customer Support: Provided high-quality service in call center environment, resolving complex customer inquiries efficiently.
- Professional Development: Earned Dale Carnegie: Breakthrough to Leadership certificate, focused on communication, influence, and management skills.
Timeline
Operations Manager
Midland Credit Union
01.2023 - Current
Operations Supervisor
Midland Credit Union
01.2020 - 01.2023
Operations Clerk II
Midland Credit Union
01.2016 - 01.2020
Teller Supervisor
Midland Credit Union
01.2015 - 01.2016
Operations Clerk
Midland Credit Union
01.2013 - 01.2015
Relationship Builder
Midland Credit Union
01.2012 - 01.2013
Teller
Midland Credit Union
01.2011 - 01.2012
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