Summary
Overview
Work History
Education
Skills
Awards and Recognition
Additional Information
Timeline
Generic

Kimberly Lucht

Glendale,OR

Summary

Highly skilled credit union professional with a proven track record in financial services, team leadership, program management, client relations, stakeholder communications, C-level engagement, product development, and strategic planning. Demonstrates expertise in navigating the complexities of the financial services industry and possesses comprehensive knowledge of diverse financial products and solutions. Regularly acknowledged as a top performer for delivering outstanding customer satisfaction and retention. Renowned for exceptional communication skills, compelling presentations, adept negotiation abilities, and fostering high-performance in cross-functional teams.

Overview

12
12
years of professional experience

Work History

Client Executive

FISERV (formerly First Data USA)
01.2014 - 05.2020
    • Principal strategist in client relations, acquisition, engagement, and retention
    • Brainstormed, developed, and deployed revenue-generating action plans to enhance the client experience and position the company for continuous growth
    • Strengthened client satisfaction by serving as a reliable source for effective problem-solving approaches
    • Subject Matter Expert (SME) in client advisement and industry best practices with a client portfolio of 100+ clients
    • Retained a portfolio up to $3M+ in annual revenues consistently overachieving the $250K+ target benchmark yearly
    • Delivered exceptional results by consistently ranking in the top 10% for sales and customer satisfaction two years in a row (2018, 2019)
    • Successfully led and empowered over 10 cross-functional teams in the implementation of new products
    • Industry thought leader with strong proficiencies in financial services, payment processing, lending, regulatory compliance, online/digital banking, and credit card services
    • Delivered persuasive sales presentations highlighting how our solutions meet client goals

Strategic Relationship Manager - Key Accounts

CO-OP FINANCIAL SERVICES
01.2012 - 01.2014
    • Managed and oversaw needs of 15+ major clients with combined worth of $50B
    • Provided expertise in card services, digital services, contract renewals, and negotiations
    • Delivered exceptional performance by obtaining the top position in Customer Service Ratings and maintaining a client satisfaction score of 9.9 out of 10
    • Optimized the client experience by consistently following up and ensuring excellent communication, resulting in heightened levels of client satisfaction, retention, and referrals
    • Enhanced efficiency in integrating new card programs, implementing brand innovations, and executing product launches for Visa and MasterCard initiatives
    • Played a key role in driving product development initiatives, establishing strong branding strategies, delivering exceptional services, ensuring cost control efficiency, and enhancing cross-selling techniques
    • Specialized in Debit Card Services, Digital Payments, and Network Services
    • Proactively kept clients informed about product enhancements, new solutions, necessary security updates, and avenues for growth
    • Collaborated closely with C-Level executives on reviewing quarterly product reports

Account Executive

PSCU FINANCIAL SERVICES
01.2008 - 01.2012
  • Proactive leader of client and account management of 25+ accounts across California, Arizona, South Dakota, and Kansas
  • Enhanced relationships between the company and C-Level executives
  • Propelled monthly sales by 15% through strategic sales action plans
  • Generated net profitability reports and extracted emerging trends, industry changes due to trends, new mandates, risk mitigation, and fraud prevention
  • Top 1% performer in Customer Satisfaction and YOY ratings
  • Executed transformative relationship building with clients, C-Level leaders, stakeholders, and cross-functional department heads to devise growth strategies and translate client requirements into tangible results
  • Frequently traveled with Senior Leaders to client meetings
  • Coordinated schedules with clients for product presentations
  • Partnered with the client services executive to resolve outstanding items
  • Advised on brand identity, card program implementation, and new product launches
  • Administered superior client support on new product sales, contract renewals, and issue resolution.

Education

Some College (No Degree) -

Professional Development

Skills

  • Supervision / Training / Mentorship
  • Financial Services / Products / Solutions
  • Credit Union Industry Expertise
  • Lending and regulatory compliance
  • Staff Management and development
  • Account Optimization & Management
  • Strategic Development & Execution
  • New Product Development & Launches
  • Client Relations Management
  • Customer Service Benchmarks
  • C-Level & Stakeholder Relations
  • Budgeting & Cost Control Plans
  • Cross-Functional Team Leadership
  • Change & Tactical Implementation

Awards and Recognition

Top Sales Performer 2018 and 2019 - Fiserv

Outstanding Performance Client Satisfaction Survey Results - CO-OP Financial Services

Outstanding Performance Commendations from President/CEO - AltaOne Federal Credit Union


Additional Information

ALTAONE FEDERAL CREDIT UNION - Ridgecrest, CA: Served in multiple leadership roles working directly with IT and various outside venders. Positions included: Digital Banking Manager, Card Services Manager, Optimized a sizable credit card portfolio worth 120M+, Debit card program, Online Banking platform and direct management of 24 +ATMs. Consumer Lending Title Manager, responsible for securing all consumer lending titles including motor vehicles, boats, recreational crafts and airplanes. Also served as Interim Collection Department Manager and Interim Mortgage Loan Manager

Timeline

Client Executive

FISERV (formerly First Data USA)
01.2014 - 05.2020

Strategic Relationship Manager - Key Accounts

CO-OP FINANCIAL SERVICES
01.2012 - 01.2014

Account Executive

PSCU FINANCIAL SERVICES
01.2008 - 01.2012

Some College (No Degree) -

Professional Development

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Kimberly Lucht