Morgan Dupas
Denham Springs
Summary
Professional and well-grounded worker with clerical experience. Successful at satisfying member needs while meeting and exceeding business objectives. Smoothly handles all types of tasks and willing to learn.
Overview
13
13
years of professional experience
Work History
Card Services Specialist
PELICAN STATE CREDIT UNION
08.2024 - Current
- Respond to member and co-workers’ inquiries regarding all plastic card issues.
- Mentor and train Card Services Representatives on card and Visa account maintenance.
- Assist team members daily with research, reconciliation, and resolution of complex credit card issues.
- Recommend process improvements for high-volume or labor-intensive tasks; review and suggest updates to Standard Operating Procedures.
- Act as an escalation point for troubleshooting and resolving complex departmental and member issues.
- Analyze card transactions and recommend strategies to reduce fraud and losses while minimizing impact on legitimate transactions.
- Address instant issue problems promptly to reduce member impact.
- Maintain general ledgers related to Card Services.
- Monitor inventory levels of card stock, inserts, and carriers; notify the Card Services Manager when restocking is needed.
- Review daily reports and perform tasks to ensure quality and minimize credit union losses.
- Collaborate with cardholders, financial professionals, and internal teams to deliver excellent member service.
- Stay current on industry trends, new products, system updates, and compliance requirements.
- Review and advise on authorizations exceeding established limits.
- Assist in preparing monthly internal and quarterly vendor-related reports.
- Help maintain card program systems and ensure compliance with applicable laws and regulations.
- Review and process credit limit increases, name/address changes, and related card maintenance procedures.
- Maintain thorough knowledge of credit union history, philosophy, policies, and procedures.
- Perform special projects, assignments, and other duties as needed.
Card Services Representative
PELICAN STATE CREDIT UNION
10.2022 - 08.2024
- Research and resolve member inquiries regarding cards not working correctly, account statements, disputes, and monetary adjustments.
- Answer questions and inquiries from frontline regarding card issues in an efficient manner.
- Process PIN resets, card orders and reorders for debit and credit cards.
- Process file maintenance requests: name and address changes, replacement cards, closing Visa’s; adding/removing authorized users.
- Verify daily loans booked reflect the correct interest rate, type, credit limit, and credit score.
- Create travel notifications for Debit and Credit cards.
- Perform loan maintenance on all Visa’s.
- Post unposted transactions; work with accounting to ensure the GL is balanced correctly.
- Work directly with Visa to review fraud cases, fraud rules and card blocks.
- Analyze and identify potential fraud trends and suspicious activity by monitoring fraud alerts, daily transactions and fraud rules.
- Daily and Monthly reports that include verifying card orders for the day prior; posting/verifying award redemptions; review card order errors.
- Create/update internal and external department procedures.
- Stay up to date on policies, procedures, rules, and regulations related to card services.
MyBranch Member Service Representative
PELICAN STATE CREDIT UNION
04.2021 - 10.2022
- Delivered exceptional service by assisting members with account inquiries, transactions, and product information in-person, by phone, and online.
- Opened and maintained various account types, including checking, savings, and certificates of deposit.
- Processed daily financial transactions such as deposits, withdrawals, transfers, and loan payments with accuracy and efficiency.
- Promoted credit union products and services by identifying member needs and offering tailored solutions.
- Resolved member concerns and account issues promptly, ensuring a positive member experience.
- Supported digital banking services, including mobile app and online banking troubleshooting.
- Maintained compliance with internal policies and regulatory requirements during all member interactions.
- Performed account maintenance tasks, including address changes, card reissues, and account updates.
- Balanced cash drawer daily and assisted with branch operations to ensure smooth workflow.
- Collaborated with team members to meet branch goals and uphold service standards.
Manager
CHICK-FIL-A INC.
05.2012 - 04.2021
- Trained current employees on job positions to maintain coverage of roles at all times.
- Safely prepared, assembled and presented food to satisfy customers and fill orders.
- Built brand loyalty and accomplished customer satisfaction by working well with other food service team members.
- Estimated supply requirements based on past needs and projected business levels by accounting for special local events or sports games.
- Efficiently resolved problems or concerns to satisfy all involved parties.
- Assigned tasks and oversaw employees to ensure compliance with food safety procedures and quality control guidelines.
- Handled escalated customer complaints to provide full resolutions and promote loyalty.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
Administrative Assistant
TRALLIE MEDICAL SPECIALTIES LLC
08.2015 - 05.2016
- Answered and directed incoming calls using multi-line telephone system.
- Greeted visitors, assessed needs and directed to appropriate personnel.
- Interviewed patients to collect medical information and insurance details.
- Set up appointments for physician visits and procedures using calendar software.
- Straightened up the waiting room so that it remained neat and organized.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- (part-time)
Education
HIGH SCHOOL DIPLOMA -
St. Joseph's Academy
Baton Rouge, LA05.2014
Skills
- Stable work history
- Communication
- Customer service
- Organization
- Microsoft/Excel efficiency
- Active listening, adaptability, and flexibility
- Punctual
- Leadership
- Technology
- Professionalism
- Teamwork
- Creativity
- Time management
- Critical thinking
- Detail oriented
Timeline
Card Services Specialist
PELICAN STATE CREDIT UNION
08.2024 - Current
Card Services Representative
PELICAN STATE CREDIT UNION
10.2022 - 08.2024
MyBranch Member Service Representative
PELICAN STATE CREDIT UNION
04.2021 - 10.2022
Administrative Assistant
TRALLIE MEDICAL SPECIALTIES LLC
08.2015 - 05.2016
Manager
CHICK-FIL-A INC.
05.2012 - 04.2021
HIGH SCHOOL DIPLOMA -
St. Joseph's Academy
Dale Carnegie Course: Skills for Success
Continuing Education
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