Lisa M. Edge

**** ******** ****** **

Decatur, Alabama 35603

256-***-****

Objective:

To continue improving knowledge and experience in the Financial Industry.

Abilities:

•31 years customer service experience with 10 years being in Operations Management

•Excellent written and verbal communication skills

•Extremely productive in a high volume, high stress environment

•Self-starter with a positive attitude

•Proficient in use of Microsoft Word, Microsoft WordPad, Microsoft Excel, Microsoft Office Outlook, Google email, and 10 key calculator

Education:

•Completed 3 years of Business Administration & Finance at the University of Alabama Huntsville

•Certificates Received in Principles of Supervision and Effective Communication: Key to Success from University of Alabama - Huntsville Continuing Education Program

•Certificates Pending in Human Relations and Supervisor Development Certification Program from University of Alabama - Huntsville Continuing Education Program

•Semi-Annual Training received in Ethics, Bank Secrecy Act, Safety Awareness, The Essentials of Understanding Privacy, Understanding OFAC, and the USA Patriot Act

Experience:

BBVA Compass - Decatur, Alabama 2008 - 2018

• Managed and maintained the following data systems: TS1, TS2, Visa DPS, CATS, Prepaid Administration System (PAS), Visa Resolve On-Line (VROL), Verified by Visa, Visa Extras, Compass Points - Breakaway Loyalty, Visa Account Updater, ALNOVA, Client Vista, Mobius, C-Net, Serverside Graphics (SSG), CPI Card Group, Oberthur, Document Direct, OTG, Card Operations Program (COPS), Ariba Invoice System, ADP system, and Oberthur Technology.

•Customer Service responsibilities performed by all channels, including phone, e-mail, mail and fax. Cross-trained in all duties within the Card Operations Department. Monitor work flow in the department and adjust when needed. Answer incoming branch and client calls. Process card orders, assist clients with Tele PIN, maintenance accounts, and resolve client issues for consumer and business debit cards and prepaid cards (Reward, Pay Source, and Clear Spend cards). Perform random audits on paperwork turned in by team members and system users. Monitor inventory of and order office supplies. Assist team members as needed.

•Prepare and maintain monthly KPI reports for VP. Compile data and create reports for the VP as requested. Retrieve and prepare Visa and Visa DPS' Integrated Billing statements and other reports needed to process the Monthly Allocation report. Figure Visa Signature Interchange Income and provide to appropriate managers and VP's.

•Approve vacation requests and scheduled sick days, maintain spreadsheet of sick days taken, scheduled and unscheduled, to ensure HR policies met, and review and approve timesheets submitted. Prepare break and lunch schedules to ensure required coverage maintained.

•Monitor and maintain inventory for Debit and Prepaid plastic and paper collateral at multiple card vendors. Place orders with appropriate vendors as needed. Manage and coordinate changes to collateral with printer and card processing vendors. Maintain the Debit and Prepaid card matrixes.

•Manage and process requests for Compass for Your Cause (C4YC) Affinity clients to include a custom image/logo on their card plastic. File required paperwork in Visa Brand for approval and enter data into vendors portal to generate a Flash Banner and HTML code for the client to use. Submit/approve Performance Indicator Forms (PIF) for new card products in Visa Online.

•Decision client submitted images for a custom imaged card. Trained team members and performed random audits on images approved by teammates to ensure compliance with guidelines.

•Assist the VP in the interview process when hiring new team members, onboarding of new hires, and writing employee performance evaluations. Mentor and coach teammates in all aspects of Debit and Prepaid Card Operations.

•Prepare and submit vendor invoices to Accounts Payable in the Ariba system.

•Other tasks as assigned.

Redstone Federal Credit Union - Huntsville, Alabama 1990 - 2008

•Manage and maintain the following data systems: TSYS -TS1 Platform, Visa DPS, CATS, Visa Resolve On-Line (VROL), Verified by Visa, Visa Extras, Visa Account Updater, MasterCard Secure Code, Visa and MasterCard CAMS, MasterCard Hubsite, On-Line Cardholder Services, and Access Fraud Database.

•Customer Service responsibilities performed by all channel, including phone, e-mail, fax and face to face customer contact. Cross-trained in all duties within Card Service Department. Back-up for balancing credit card payments received Credit Union wide.

•Compile Fraud reports for management from the Fraud database as requested. Prepare and maintain weekly and monthly phone reports for management. Balance and organize chargeback reports daily for accounting purposes. Monitor and adjust work flow within Card Service department including new accounts, maintenance, chargebacks, and special projects.

•Mentor and coach co-workers in the chargeback process, management of Fraud cases, and usage of Visa and MasterCard Compromised Account Management Systems.

Central Bank - Huntsville, Alabama 1987 - 1990

•Performed all Teller responsibilities

•New Account Customer Service Representative duties

•Assisted with opening and closing of branch duties

•Prepared shipments to and received shipments from Federal Reserve, Balanced vault

Significant Accomplishments:

•Participated in building Access Fraud Database, thereby automating the Fraud Reporting process

•Co-chaired team in researching vendors for Point Reward Program for Credit and Debit card portfolios.

•Received verbal recognitions for Above and Beyond Customer Service

•Received written recognition for participation in a team effort to expand our relationship with the University of South Alabama National Alumni Association by processing C4YC custom logo card request.

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