Heidi Ricks
Tolleson,AZ.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Account Manager PSCU
01.2013 - 10.2013
- Consult with member credit unions to obtain their goals and direction, create strategies and objectives to enable the products, solutions and services we provide them to operate in an optimal manner; identify sales opportunities to provide additional products and services for the member benefit
- Act as a liaison between Visa, MasterCard, First Data, Star, FIS, all Internal Departments and the client by providing ongoing communication between all parties to ensure timely resolution of the client’s needs
- Manage and oversee implementation of projects and solutions, including the coordination of other departments and third party companies to ensure high quality and timely completion
- Train processes and functionality to credit union personnel on all in-house and third party applications including but not limited to: Visa, MasterCard, First Data, STAR, FIS, Member Connect, Arcot, Evolve, and Webtrack
- Explain general information to all levels of credit union staff; establish and maintain positive, professional relationships with clients, services partners and PSCU personnel
- Research, analyze, and troubleshoot general technical and operational issues and provide solutions; identify root causes and take steps to prevent similar issues from arising in the future
- Review daily reports and formulate resolutions for identified issues including settlement; monitor and analyze reports and data and implement strategies to ensure continues success
- Stay informed and educated in all phases of the client business; maintain industry knowledge and best practices to provide informative suggestions that will meet or exceed the client needs
- Perform other duties as assigned
Assistant supervisor PSCU
01.2012 - 01.2013
- Serve as a backup to Contact Center Supervisor in his/her absence
- Analyze operations and make recommendations to increase the effectiveness, productivity, and quality of service on an ongoing basis
- Assist department members, as needed, to minimize errors that might result in monetary loss to the company and maintain reasonable control of all call center activities
- Monitor calls and review systems to insure quality and services level standards are being met and interact with credit unions regarding cardholder issues
- Assist Contact Center and Help Desk representatives with overflow calls or other functions as needed
- Provide clarification of departmental policies and procedures and document any negative or positive performance issues
- Direct staff to successfully maintain company standards in their day-to-day work-related responsibilities
- Provide input to appropriate supervisor for designated representative’s performance review and participate in the review process
- Respond to questions or concerns by Contact Center representatives and Help Desk
- Write up reviews and disciplinary and present to Contact Center representatives
- Evaluate, coach, and counsel Contact Center representatives on issues, as appropriate
- Help desk PSCU
06.2010 - 01.2012
- Assist co-workers with questions and concerns regarding various account types
- Navigate between multiple programs whiles speaking with members or internal staff on the phone
- Update, adjust, and complete daily queue work including lost/stolen reports, debit disputes, callbacks, authorization releases, account adjustments, emergency card requests, rush card/pin requests, fraud faxes, and various other incoming reports
- Adhere to strictly regulated quality, adherence, procedures, and guidelines maintained within the company
- Work with multiple departments to resolve or address concerns that may come through from the credit union staff or any escalated account issues that are not getting resolved
Contact center representative
08.2009 - 06.2010
- Trained in CallPro, Star, Separate Entity, Members Group, BECU, Cardlock, CSA, and Verified by Visa
- Process general inquiries for credit, debit, reloadable, and gift cards
- Initiate reports for lost/stolen cards, disputes, payment research, and phishing scams
- Perform balance transfers, payments, and credit adjustments for credit card accounts
- Adhere to strictly regulated quality, adherence, procedures, and guidelines maintained within the company universal banker/vault teller Us Bank
teller manager
04.2008 - 07.2009
- Maintain daily and weekly reports
- Handle majority of cash in branch
- Has sole control over ATM which include weekly balancing, adding cash, and recoding
- Perform various deposits, withdrawals, money grams, payments, and cash advances
- Remove specified amounts of currency and coins from vault and place cash in bag for shipment to cash vault services
- Open checking, savings, cds, credit cards, loans, and lines of credit
- Ensure new account packets and loan agreements were complete and accurate according to policy
- Make daily cold calls and existing customer follow up calls
- Visit businesses to gain relationships to earn potential accounts and future needs
Education
Bachelor of Science - NURSING
ASPEN UNIVERSITY
Phoenix, AZ 06.2019 - Current
Skills
- Privacy and confidentiality
- Patient Assessments
- Patient and family advocacy
- Collecting vitals
- Medication Administration
- AHA First Aid and CPR
Timeline
Bachelor of Science - NURSING
ASPEN UNIVERSITY
06.2019 - Current
Account Manager PSCU
01.2013 - 10.2013
Assistant supervisor PSCU
01.2012 - 01.2013
06.2010 - 01.2012
Contact center representative
08.2009 - 06.2010
teller manager
04.2008 - 07.2009