Open To Work
Hilary Falk
Operations Manager
Mount Joy,PA
Work Preference
Summary
Payment Operations & Support Leader Payment Operations Leader with 11+ years in financial services, specializing in ACH, card processing, and payment systems. Resolves complex issues, supports fraud and disputes, and drives team, process, and service improvements.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Retail Operations Manager
Lanco Federal Credit Union
Lancaster, PA
07.2025 - 04.2026
- Led and coached staff across ACH processing, file review, RDC, wires, bill pay, and check operations to ensure accurate and efficient processing.
- Managed debit and credit card operations, including issuance, disputes, fraud monitoring, and vendor relationships.
- Ensured compliance with NACHA rules and key regulations (Reg E, Reg CC, Check 21, OFAC, BSA/AML).
- Improved policies, procedures, and systems to enhance efficiency, reduce risk, and safeguard member assets.
- Collaborated with internal teams and vendors to streamline payment services and improve the member experience.
- Trained and educated staff on payment systems, best practices, and operational workflows.
Member Service & Compliance Manager
Lanco Federal Credit Union
Lancaster, PA
01.2024 - 07.2025
- Directed branch and call center operations, ensuring compliance and service efficiency.
- Oversaw account audits, regulatory monitoring, and internal controls to reduce organizational risk.
- Developed and implemented procedures to meet federal/state regulatory requirements.
- Coached and developed staff across multiple departments, improving performance and service quality.
Call Center Manager & Debit Card Coordinator
Lanco Federal Credit Union
Lancaster, PA
10.2019 - 01.2024
- Led call center operations, driving service excellence across phone and digital channels.
- Oversaw accounts payable, ensuring accurate invoice processing and vendor payment compliance.
- Managed debit card portfolio: issuance, maintenance, fraud monitoring, and dispute resolution.
- Designed procedures, metrics, and training programs to boost efficiency and service quality.
Call Center Representative
Lanco Federal Credit Union
Lancaster, PA
02.2019 - 10.2019
- Delivered exceptional service by resolving member inquiries across phone and digital platforms.
- Supported online banking, mobile deposit, and digital services.
- Assisted with account openings, product education, and troubleshooting for member satisfaction.
Member Service Representative
Lanco Federal Credit Union
Willow Street, PA
04.2018 - 02.2019
- Processed transactions (deposits, withdrawals, transfers, loan payments) with accuracy and compliance.
- Resolved member concerns quickly, fostering long-term relationships and satisfaction.
- Promoted credit union products and services aligned with member needs.
Education
High School Diploma -
Hempfield High School
Landisville, PASkills
- Payment Operations: ACH, Wires, RDC, Bill Pay, Check Processing
- Compliance: NACHA, Reg E, Reg CC, BSA/AML, OFAC, Check 21
- Risk & Fraud: Disputes, Investigations, Exception Handling
- Systems: Payment Platforms, CRM Systems, Data Analysis
- Leadership: Staff Training, Process Improvement, Vendor Management
- Communication: Client Education, Technical Translation, Problem Solving
Affiliations
Treasurer - Lancaster Chapter of Credit Unions
January - December 2024
- Manage chapter finances, dues, and event fees while maintaining compliance with bylaws.
- Prepare and present monthly financial reports to the Chapter Union Accountant.
Board Member - Lancaster Chapter of Credit Unions
January 2025 - April 2026
- Help organize networking events, training sessions, and community outreach
- Support fundraising or educational programs
- Encourage participation from local credit unions
Accomplishments
CrossState Leadership School – CrossState Credit Union Association
Completed two year leadership development program in partnership with Penn State Smeal College of Business
- Developed skills in leadership, coaching, conflict resolution, and team dynamics
- Participated in collaborative team exercises and real-world case scenarios
Certification
- MLO License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Retail Operations Manager
Lanco Federal Credit Union
07.2025 - 04.2026
Member Service & Compliance Manager
Lanco Federal Credit Union
01.2024 - 07.2025
Call Center Manager & Debit Card Coordinator
Lanco Federal Credit Union
10.2019 - 01.2024
Call Center Representative
Lanco Federal Credit Union
02.2019 - 10.2019
Member Service Representative
Lanco Federal Credit Union
04.2018 - 02.2019
High School Diploma -
Hempfield High School