Customer Service

Keri Vande Kamp

**** * ******** ***, ***** Falls, SD 57108

Cell: 605-***-****

Email: **********@*****.***

SUMMARY:

Seasoned leader with 20+ years of customer experience in the payment card industry and expertise in business plan development, client relationship building and troubleshooting. Proven ability to evaluate and improve existing processes while maintaining regulatory compliance. Skilled in developing successful multi- functional teams of employees through training, motivating, and mentorship. Seeking a position that will welcome my desire and willingness to learn and best allow me to utilize my skills and experience. The ideal position would offer, as well, an opportunity to contribute to the betterment of the community. PROFFESSIONAL EXPERIENCE:

Wells Fargo – Sioux Falls, SD July 2020 – Mar 2024 Executive Office Complaints Manager

Provide direct assistance to Executive Office Case Specialists which includes the following:

Ensure timely completion of Complaint Acknowledgements

Analyze, research and resolve escalated customer complaints

Monitor team member’s pipeline of work from assignment to completion

Identify and escalate complaints with regulatory impact

Coached and developed team members on professional customer communications Wells Fargo/Rober Half – Sioux Falls, SD Jan 2019 – July 2020 Customer Experience Leader 3

Same duties as above serving in a Managed Resource capacity First International Bank and Trust – Fargo, ND Sept 2017 – Nov 2018 Card Services Manager

Managed day to day operations of Debit Card and Credit Card portfolios, including but not limited to the following:

Daily financial reconciliation

Determined and execute growth strategy

Developed and implemented Quality Assurance Program for Card Services

Developed team of direct reports

Instant card issuance production

Billing disputes/chargebacks

Identified and responded to fraud trends to mitigate financial loss

Served as liaison with Processing Partner and Networks Real Estate Development – Sioux Falls, SD Feb 2015 – Sept 2017 Self-employed

Acquired below market residential properties for improvement and resale

Arranged subcontractor schedules and oversaw workmanship

Researched comparable residential properties for resale

Negotiated purchase/sale prices to capitalize on investment Sunrise Banks – St Paul, MN Apr 2011 – Feb 2015

Business Development/Client Relations

Engage new opportunities for the compliant growth of the bank’s prepaid card portfolio

Reviewed 200+ prospective opportunities to determine alignment with the bank’s mission, reputational and financial strategy

Prepared presentations of 60+ client opportunities for Prepaid Approval Committee review

Negotiated contractual terms with 30+ clients to ascertain compliance and financial benefit to the bank

Engaged/enhanced strategic bank relationships including Networks, Processors and Vendors resulting in 4 new processing relationships, and executing incentive agreements with Visa and MasterCard for a financial benefit to the bank of $250,000 year 1

Identified, implemented and tested product enhancements across entire prepaid portfolio including a Remote Deposit Capture product, and mobile application resulting in increased revenue through load/spend transactional volume

Exceeded 100% per year growth of the prepaid portfolio throughout my tenure

Surpassed personal incentive goals every year

Developed/improved strategic relationships of bank’s marketing partners

Grew client base from 10 to 30+

Member of Quality Audit Review Committee in order to ensure client compliance

Provided guidance to clients to assure adherence to all governing rules and regulations

Assisted clients in program modifications in accordance with governing rules and regulations and provided training as applicable to ensure required compliance

Implemented 60+ prepaid programs on 10 independent processing platforms utilizing robust project management protocols to ensure desired functionality, adherence to bank and regulatory requirements, and achieve speed to market

Interfaced with all internal operational teams to ensure necessary data file deliveries, appropriate funds movement, client billing, and exceeding service level requirements of the prepaid program4 Mid America Bank & Trust Company – Rolla, MO Jul 2010 – Apr 2011 Credit Card Manager

Oversaw all aspects of the credit card portfolio, including but not limited to the following:

Managed all facets of ISO relationships from acquisition through maintenance/oversight phase

Grew client marketing relationships from 2 to 5 within a 12-month period

Achieved successful exam of credit portfolio by the FDIC

Responsible for Compliance program of the credit card portfolio

Served as bank representative within local Compliance Professionals Group

Ensured proper protections were in place through recommendations for enhanced monitoring, policies and procedures, contractual provisions, insurance protections, etc.

Developed/implemented strategic plan relative to the activities of the credit card portfolio

Functioned as point person communicating directly to bank President and Credit Card Committee on all aspects of the credit card portfolio

Served as liaison with 3rd party processor for all card portfolio functions – this included but not limited to: ensuring required transaction reporting to applicable Networks, performing quality audits, and implementing new programs

Grew credit card portfolio by 300% within 12-month period

Served as contact person for all client communication Bancorp Payment Solutions Group – Sioux Falls, SD May 2005 – Jul 2010 VP – Product Development/Strategic Planning

Identified and developed unique product enhancements for portfolio growth

Established progress reports on divisional strategic initiatives and assisted units in achieving deliverables

Served as liaison with all internal departments to track and provide resolution to audit/regulatory deliverables

Drafted and executed procedural change recommendations in response to regulatory modifications

Initiated and oversaw the acquisition of a prepaid portfolio (100,000+ accounts) through the FDIC

Implemented bank wide relationship management software tool which resulted in improved efficiencies in managing bank relationships

Initiated a formal training and internship program for staff development

Executed 10+ existing client contracts within renewal timeframes

Served as contact with outside counsel on legal matters VP – Client Relations/Implementation

Developed team of 14 employees to support and enrich 60+ client relationships and secure and foster portfolio growth

Conducted business development calls with existing clients to discuss new opportunities for increased revenue

Modified processes for efficiency based on client need

Organized robust implementation project plan to ensure completion of all tasks necessary to launch a prepaid program

Established weekly progress meetings with implementation team resulting in all program implementations being completed on or before target launch date

Built process for reviewing audit results and providing responses to the bank’s Board of Directors

Served as liaison with all Networks for program approvals and modifications

Interacted directly with top tier clients to foster relationships, identify needs, and propose enhancements to the prepaid program

Proposed program changes for cost savings, increased revenue, improved functionality and/or regulatory requirements

References:

Darcy Goehring (Wells Fargo) 605-***-****

Carie Sanow (Wells Fargo) 605-***-****

Nick Lehnen (Wells Fargo) 605-***-****

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