Virginia Beach, VA (November 19, 2021) – Chartway is proud to welcome Michael Riddick as its vice president of its member solutions center. Additionally, long-time team member, Stephanie Harney, has been selected as Chartway’s director of member experience and Jacqueline Jackson Esq. has been selected to serve as director of enterprise risk management and compliance.
Riddick joins Chartway with more than 13 years of experience leading high producing, cross-functional sales and service teams. He earned his bachelor of science degree in organizational management from the University of Idaho and served as a United Way Day of Caring team leader for five years.
Most recently, Riddick served as the vice president of card and fraud servicing at US Bank, where he supported phone and virtual services. His responsibilities included multi-channel experience design, service level/benchmark management, and team member development. Notably, he took a leadership role in building a differentiated service strategy with a white glove servicing model for select card members. He describes himself as “member obsessed, ” which aligns with Chartway’s Member-First focus.
Riddick’s role as vice president includes overseeing the member solutions center with responsibility for all call center sales and service operations, interactive teller services, video banking, chat, and email channels.
Harney has been a member of the Chartway team since 2006. Since that time, she has served members and team members in multiple roles in branches and on our support teams – enthusiastically supporting the implementation of several important initiatives, including the launch of Chartway’s Direct Tellers, which allow members to speak with a live teller on video from the convenience of their car.
As Chartway’s director of member experience, Harney will work with Chartway’s vice president of member experience & project management on all member experience initiatives and projects, developing Chartway’s strategic initiatives to improve member satisfaction and drive membership growth and retention. She’ll also be responsible for enterprise-wide management of the Member Net Promoter program and development of Voice of Member (VOM) programs and journey analytics to deliver projects based on member impact, business impact, feasibility, and ROI.
Harney currently attends Virginia Wesleyan University in pursuit of a bachelor’s degree in business administration.
Jacqueline Jackson Esq.
Jackson joins Chartway following more than 10 years of compliance, BSA, and enterprise risk experience. Most recently, she served as the vice president of risk & regulatory compliance management for Century Federal Credit Union. During her tenure, Jackson implemented programs and procedures to ensure company compliance with appropriate regulations, mitigate risk, and potential illegal activity.
She specializes in CFPB & NCUA regulations, in addition to AML/BSA, OFAC, FDCPA, and UDAAP, which will serve her in managing our credit union’s compliance.
In her new role, Jackson will serve as Chartway’s “compliance culture champion” – overseeing the management, monitoring, and maintenance of overall enterprise risk through the application of effective risk identification methods. She’ll also oversee and coordinate mitigation strategies, and ensure operations and procedures comply with legal regulations and internal policies.
Jackson is a licensed attorney in the state of Ohio, and a certified risk manager, compliance officer and bank secrecy officer. Jackson is also a committee member for the NAFCU Compliance, Risk and BSA Network, NAFCU BSA Educational Training Group, Northeast Ohio Association of Certified Fraud Examiners, Cleveland Metropolitan Bar Association – Ethics Committee, and American and Ohio State Bar Association.
She holds a bachelor’s degree in finance and a master’s degree in business administration from Cleveland State University. She also holds a juris doctorate in banking and securities laws from Cleveland-Marshall College of Law.
ABOUT CHARTWAY & ITS WE PROMISE FOUNDATION
Chartway Federal Credit Union, a not-for-profit, member-owned financial institution, has been proudly serving members for more than half a century. Guided by its Purpose and Values, the $2.5 billion credit union that serves 190,000 members through its branch footprint and a full line of traditional and digital financial products and services - including Online, Mobile, Video, and Telephone Banking - is dedicated to unlocking the potential of individuals and families so they can thrive. Chartway is also known for being an award-winning leader in charitable giving through its We Promise Foundation. As the charitable arm of the credit union, Chartway’s We Promise Foundation provides life-changing experiences that bring joy, hope, and smiles to children facing medical hardship or illness. Since 1999, the foundation has raised more than $12 million. For more information about Chartway, visit www.Chartway.com; or, visit them on Facebook, Twitter, or Instagram. For more information about Chartway’s We Promise Foundation, visit www.WePromiseFoundation.org; or, visit them on Facebook, Twitter, or Instagram.