Accomplished Banking Operations Leader with Card Expertise
Resume:
Pamala Gast
*******@*****.***
SUMMARY
HIGHLY ACCOMPLISHED PROFESSIONAL WITH BROAD RANGE OF EXPERIENCE AND KNOWLEDGE IN BANK OPERATIONS
QUALIFICATIONS
Extensive background in Project and Issue Management
Experience in all facets of Credit & Debit Card (Payment Services), from marketing campaigns to payments and account maintenance
Interfaces with numerous back-office partners; performs research for Client Advocate teams, Bankers, Fraud, OOP, and Second Line
Liaison across multiple LOBs; applies expertise in operations to drive for solutions
Documented high performer with high degree of initiative
Track record of outstanding customer service and issue resolution
SKILLS
Easily adapts to new environments and challenging situations
Maintains high production volume in all areas of work experience
Proficient in in-house core banking systems (Miser Core System, Fiserv Core System), multiple third-party systems (FDR, RCIF, FileNet, LexisNexis), SharePoint and entire Microsoft Office suite
Leadership – manages diverse teams & projects of significant scope
Strong interpersonal skills – encourages teamwork, collaboration, and communication with coworkers and partners
EXPERIENCE
BANK OF HOPE (REMOTE – BREA, CA)
June 2023-Current
AVP Credit Card Officer Manager
Serving as the liaison between Credit Card Analyst & Credit Card Management for more complex issues.
Assisting in the onboarding of new employees with the appropriate programs / access levels.
Training new employees on their operational duties and providing general guidance to existing employees.
Maintain staff schedules, workloads, and rotation duties, to ensure efficient operations and sufficient coverage.
Supervising and performing new account underwriting & onboarding.
Working complaints, escalations, credit reporting disputes, and more complex fraud/merchant disputes.
Supervising and performing collection efforts on delinquent/past due accounts.
UNION BANK (REMOTE – BREA, CA)
June 2022-September 2023
Operations Professional (Analyst)
Monitors and processes multiple credit card maintenance queues; provides daily maintenance reporting
Processes Deceased Accounts; updates the credit card system
Reviews the returned (rejected) Auto Payment items, removes AutoPay from accounts, and notifies customers
Completes special projects of varying scope and complexity related to U.S. Bank conversion
Supports department Open Issue remediation involving lines of business, internal partners, and Risk & Compliance
UNION BANK (Contracted through Rose International)
Nov. 2021-June 2022
Senior Processor and Special Projects Support
Helped remediate over 4,000 credit card accounts for two highly visible Know Your Customer (KYC) open issues
Upon discovery of inadequacies with the processing of returned mail, led issue remediation and developed a new procedure that resulted regulatory compliance and a cost savings of over $200K/year
AMERICA’S CHRISTIAN CREDIT UNION (GLENDORA, CA)
1992 –2021
Card Services Department Manager (dual department manager)
Led all operations of the credit card department
Opened and processed new credit, debit & ATM cards
Processed ATM& debit and credit adjustments, reconciled GLs related to credit and debit postings
Posted month-end billing for both the credit and debit card programs, filed all bond claims related to credit and debit cards, and posted daily settlement
Process all fraud claims, provisional credit, research transactions, order new card, and report cards stolen
Managed investigation process for suspicious activity and completed extensive financial fraud analysis for over 25 years
Assigned liaison with credit and debit card vendors
Expert in numerous bank systems: First Data, Fiserv, Star, CO-OP Desktop Director, and Data Navigator
Managed all suspense accounts for credit and debit card posting.
Reconcile all credit and debits cards posting to make sure items clear.
Resolved any outstanding Items that did not post.
Call Center Manager (dual department manager)
Monitored call volumes and call histories, reviewed, and/or listened to call recordings for accuracy of information given
Trained each member of call center staff in proper techniques for opening and closing of the call
Reviewed call reports and sales quotas for entire call center staff
Project Manager
Managed entire conversion project for EMV (Europay, Mastercard, Visa card) – both debit and credit cards
Managed CORE conversion for debit and credit cards
Spearheaded significant project of converting all debit and credit cards from CO-OP to FDR
ACH Coordinator
Processed all ACH files as well as worked returns and exception files
Senior Bookkeeper
Performed organizational accounting processes; responsible for all accounts payable
ALBERTSON’S CREDIT UNION (FULLERTON, CA)
1989-1992
Teller
Provided multiple services to customers regarding deposits, transfers, and check cashing
Loan Clerk
Processed all loan applications for Underwriting team, ran credit reports, reviewed income, and followed up with customer on any missing items
EDUCATION
Online Banking Training Courses – ongoing
Online CAMS Training- ongoing
Online Anti-Money Laundering (AML) - ongoing
United Mortgage and Teller School – May 1999
Regional Occupational Program ECE (Early Childhood Education), 12 credits – September 1985
Sunny Hills High School – June 1982
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