Implementation and payments leader

Heather G. Spencer, AAP, CUDE

Winston-Salem, NC 336-***-**** ***************@*****.*** LinkedIn

PAYMENTS IMPLEMENTATION & EDUCATION PROFESSIONAL

Proven financial process implementation professional with extensive background with large credit unions. Adept with full range of implementation from introduction to training of both internal and external colleagues. Strong organizational, communications and relationship-building skills. Experienced across ACH, wires, checks, cards, and instant payments, with a strong background guiding organizations from product introduction through implementation, training, and ongoing support.

Areas of Expertise:

●Financial Services

●Knowledge Management

●Implementation Support

●Credit Unions

●Project Strategy Development

●Vendor Management

●Member Services

●Microsoft Suite

●Training

Certified Credit Union Development Educator Accredited Clearing House Professional

Career Overview

THE CLEARING HOUSE PAYMENTS AUTHORITY Winston-Salem December 2025 – May 2026

Payments Education Specialist (December 2025 – May 2026)

Developed and delivered education and member support across five payment channels: ACH, wires, checks, cards, and instant payments.

Produced two recorded wire training sessions and co-presented the live “Wires Past, Present & Future” session at Concepts 2026.

Updated wire due diligence checklists and educational resources, incorporating current ISO 20022 debtor terminology and operational considerations.

Responded to financial institution inquiries and translated payment rules, risk considerations, and operational requirements into practical guidance for members.

Supported consulting and compliance engagements under the Director of Payments Compliance & Consulting, including research, resource development, and training preparation.

FINANCIAL CORPORATE CREDIT UNION Greensboro, NC June 2005 – July 2025

Implementation Coordinator II (March 2022 – August 2025)

Led the implementation of the newest payment rail, Instant Payments.

Created procedures and questionnaires, worked closely with credit union/core vendor, the Federal Reserve, and a third-party vendor that used to provide the product offered to member credit unions for FedNow and RTP (Real-Time Payments)

Assessed and configured international wire platforms; created procedures and questionnaires, collaborating closely with our member credit unions' staff.

Provided comprehensive training on new services for our member credit unions and team members.

Served as primary point of contact for core data processing vendors and member credit union employees; negotiated fees and advocated for member interests.

Maintained records and documentation, including spreadsheets of fee structures and system reports.

Implemented process improvements that streamlined operations and reduced costs.

Built and maintained strong relationships with credit union members, data processing vendors and third-party partners.

Implementation Coordinator I (July 2017- March 2022)

Implemented platforms and procedures for ACH and member share draft products; provided training both in-person and via webinars.

Trained member credit union employees on ACH and member share drafts with financial vendors and the Federal Reserve on platforms.

Provided guidance and training to implementation team on system usage before going live.

Developed checklists and procedures for streamlining the execution of projects.

Mastered all payment service products offered to member credit unions.

Senior Member Services Representative (March 2005 - March 2017)

For the First Carolina Corporate Credit Union:

Led implementation of two international wire platforms, including set-up within the system, pricing and wire fee structures for both US and foreign currency.

Streamlined fee structures to offer competitive rates for international wires focusing on operational efficiency.

Managed data processing vendors, ensuring compliance with Dodd-Frank regulations.

Engaged in testing and configuring payment systems, conducting training sessions for credit union employees, and supporting the compliance department.

In charge of balancing Fed account daily as backup.

Oversaw operations schedule; implemented process improvements to streamline operations and reduce costs.

Education

Associates Degree in Accounting, GUILFORD TECHNICAL COMMUNITY COLLEGE, Jamestown, NC

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