Stephanie Surns

Stephanie Surns has a diverse work experience spanning over the years. Stephanie currently works at Consumers Credit Union as a Digital Strategy & Performance Manager since January 2017. In this role, they utilize data insights to identify opportunities for providing relevant products and content to members at the right time. Additionally, Stephanie establishes measures to determine the engagement and ROI of campaigns and content, assesses marketing platform solutions, and manages marketing operations and vendor relationships.

Prior to their current position, Stephanie worked at Consumers Credit Union from March 2014 to December 2016. During this time, they focused on digital strategy, measuring engagement and performance, and exploring strategies to deliver user-friendly self-service solutions. Stephanie also contributed to help desk and process improvement initiatives, identifying and implementing solutions for improvement through workflow, streamlined processes, technology, automation, training, and incident management.

Before joining Consumers Credit Union, Stephanie served as the Vice President of Servicing Risk, Process Integrity, Advance Management & Claims at OneWest Bank from July 2002 to February 2014. In this role, they developed and expanded risk management control programs for loan administration, default, and investor services. Stephanie also managed new loan quality assurance and assumed various roles related to servicing advance management, claims, and process integrity.

Prior to their tenure at OneWest Bank, Stephanie held the position of Assistant Vice President of Quality Assurance, Post Closing, Government Insuring, and Data Processing at Fifth Third Bank from February 1997 to July 2002. Here, they provided leadership to a team of department managers and was responsible for establishing and managing quality assurance systems, ensuring compliance with investor and regulatory requirements for post-closing functions.

Stephanie's earlier experience includes working at Platinum Home Mortgage as a Servicing Director from May 1995 to February 1997. In this role, they played a key role in setting up the mortgage servicing division, developing plans, procedures, income and expense forecasts, and staffing plans. Stephanie also handled critical projects such as quality control, fraud investigation, processing, closing, shipping, and technology enhancements.

Stephanie began their professional career as a Servicing Manager at AmeriFirst Financial Corp in Kalamazoo, MI from January 1994 to January 1995.

Throughout their career, Stephanie has demonstrated expertise in digital strategy, risk management, process improvement, quality assurance, and mortgage servicing.

Stephanie Surns holds a Bachelor's degree in Business Management & Organizational Development from Spring Arbor University. No specific dates of enrollment or completion are available at this time.