SARA REESE

Work History

Nusenda Credit Union

06.2022 - Current

Responsible for creating and leading a team that supports new and existing digital products
Reviewing member feedback to effectively advocate for new digital products and/or enhancements to existing products to provide abetter user experience
Participate in project implementation to help develop an understanding of new products or enhancements to existing products.
Work with internal customers to ensure product feedback is robust and can be incorporated into product roadmaps.
Collaborated with other teams to identify and resolve member issues quickly and professionally.
Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Coached employees through day-to-day work and complex problems.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Lead digital product outage communication and report issues to third party providers and internal stakeholders.

Nusenda Credit Union

04.2020 - 06.2022

Performed eServices Technician role and responsibilities Served as department lead in manager's absence to ensure timely resolutions on member issues and continuity of support for teammates
Provide supplemental support to the Fraud Department when investigating fraudulent activity done through an electronic services channel and/or product
Continued creating new processes and procedures for new products/services while also maintaining and updating existing processes and procedures
Reviewed and validated vendor invoices for accuracy and approval for payment
Trained new eServices Technicians and interns
Assisted with project management, data validation, and implementation as needed
Validated and approve vendor invoices

Nusenda Credit Union

06.2016 - 04.2020

Provided support and analysis for all electronic service systems to ensure functionality, integration, utilization for all digital channels and their associated tools
Provided support to internal customers with responsive, easy to understand troubleshooting guidance for all electronic service inquiries and/or issues
Digital channels supported were Internet Banking, Mobile Banking, Business Internet Banking, Telephone Banking, and Text Banking
Services and Products supported were Bill Pay, Person to Person, Account to Account transfer, External transfer, Mobile/Remote Deposit, Debit Card Lock, eStatements, Personal Finance Management, etc
Managed vendor tickets and confirmed fixes/resolutions for reported issues
Created new internal procedures and processes for Business Internet Banking ACH services and Wire Transfer services
Created new and updated existing Business member user guides for ACH services, Wire Transfers (domestic and international), and Multiple Users
Supported Business Members with their additional services effectively and efficiently while building relationships.
Updated member facing procedures monthly to improve efficiency and adaptability
Bill Pay and Business Internet Banking additional service SME

Nusenda Credit Union

01.2015 - 05.2016

Provide members support by answering questions and resolving issues regarding their Internet/Mobile Banking which includes: Bill Pay, Account to Account transfers,Person to Person, External transfer, etc. using administrative tools and internal resources. Helped resolve issues regarding Checking and Savings products, card services, loan payments and details, etc. using core systems and administrative tools. Member support was provided via phone, secure chat, and secure message.

Verizon Wireless

10.2007 - 07.2014