Open to opportunities

Lesa Oosterhof

@lesaoosterhof

Message

Seasoned Card Services Manager driving operational efficiency and growth.

United States

Message

What I'm looking for

I seek roles where I can lead operations or payments teams, drive process and technology improvements, manage vendor relationships, and mentor staff in a collaborative, member-focused organization.

I am a Card Services Manager with over 25 years in the credit union industry, certified as an Accredited ACH Professional (AAP), National Check Professional (NCP), and Certified Associate in Project Management (CAPM). I focus on improving organizational effectiveness by researching and implementing technology, streamlined processes, and strong vendor relationships.

I have led large projects including a card processor conversion and the cards and ACH portion of a merger, and I have successfully streamlined ACH and dispute processes to reduce resource needs by more than 2 FTEs. I manage multimillion-dollar budgets and guide teams to prioritize work, improve accuracy, and grow professionally.

I collaborate across functions to deliver measurable results, train staff on ACH, wires, chargebacks, and operations tasks, and maintain compliance with industry rules and reporting. I am results-oriented and committed to elevating operations and delivering exceptional value to members and stakeholders.

Experience

Work history, roles, and key accomplishments

Card Services Manager

Financial Plus Credit Union

Jan 2021 - Jan 2025 (4 years)

Led card services operations, negotiated vendor contracts, and managed a multimillion-dollar budget while delivering process improvements that reduced resource needs by over 2 FTE and executing a card processor conversion and merger integration.

Vendor Management Project Management Card Processing ACH Process Improvement Budget Management Cross Functional Collaboration

Operations Representative

Financial Plus Credit Union

Jan 2013 - Jan 2021 (8 years)

Trained staff on ACH, wires, chargebacks and check operations, investigated and processed all card chargebacks, and maintained compliance with card network rules and reporting.

ACH Wires Chargebacks Compliance Training Card Network Reporting Operations

Call Center Team Lead

Financial Plus Credit Union

Jan 2009 - Jan 2013 (4 years)

Served as escalation point and trainer for call center staff, managed weekly scheduling, and supported onboarding of representatives and managers from other departments.

Team Leadership Training Scheduling Escalation Management Customer Service Call Center Operations Onboarding

Call Center Representative

Financial Plus Credit Union

Jan 2004 - Jan 2009 (5 years)

Handled incoming member calls and online messages, processed and verified wire transfers, and promoted credit union products to drive member satisfaction.

Customer Service Wire Transfers Sales Member Support Cross Selling

Assistant to the CEO

Financial Plus Credit Union

Jan 2001 - Jan 2004 (3 years)

Provided administrative support to the CEO, managed file maintenance compliance, and supported HR assistant duties to ensure organizational efficiency.

Executive Support Administrative Management HR Support Scheduling

Teller

Financial Plus Credit Union

Jan 2000 - Jan 2001 (1 year)

Processed member transactions including deposits and withdrawals, maintained accurate cash drawers, and balanced daily to ensure transaction integrity.

Balancing Customer Service Attention To Detail