Matthew C.

Background

About Matthew C.

With over 10 years of experience in managing contact centers and payments/card services in the banking/credit union industry, I am a seasoned leader who delivers exceptional customer experience and operational excellence. I am currently the Payments/ Card Services Manager at University Credit Union, where I oversee the administration, quality, and compliance of all member communications and transactions related to payments and cards. I have a proven track record of coaching, training, and empowering my staff to achieve their personal and professional goals, as well as ensuring adherence to service standards and policies. I also have strong skills in customer relationship management (CRM), phone etiquette, and call center administration, which enable me to handle escalated member issues, monitor call volume and patterns, and manage staff scheduling. I hold a Notary Signing Agent Certification, a California Notary Certification, and a pending NMLS and MLO Certification to demonstrate my commitment to continuous learning and professional development.