Laura Wallace
About Laura Wallace
Laura Wallace serves as the Senior Vice President and Chief Retail Officer at Desert Financial Credit Union, where she has worked since 2021. With a background in business leadership and extensive experience in customer care, she has significantly contributed to the credit union's growth and digital service enhancements.
Work at Desert Financial Credit Union
Laura Wallace serves as the Senior Vice President and Chief Retail Officer at Desert Financial Credit Union, a position she has held since 2021. In this role, she oversees retail operations and customer engagement strategies in Phoenix, Arizona. Her leadership focuses on enhancing member experiences and implementing innovative solutions to improve service delivery. Previously, she also held the role of Chief Engagement Officer at Desert Financial Credit Union, contributing to the organization for a total of 17 years.
Education and Expertise
Laura Wallace obtained her Bachelor of Arts degree in Business/Leadership from DePaul University, where she studied from 2007 to 2011. She furthered her education at Kellogg Executive Education, earning an Executive Scholar Certificate in Organizational Leadership from 2019 to 2021. Her academic background equips her with the skills necessary for effective leadership and strategic planning in the financial services sector.
Background
Before joining Desert Financial Credit Union, Laura Wallace worked at Alliant Credit Union for 26 years, where she held the position of Vice President of Customer Care. During her tenure in the Greater Chicago Area, she developed extensive experience in customer service management and operational leadership, which she has leveraged in her current roles.
Achievements
Laura Wallace has played a significant role in the development and implementation of advanced knowledge management systems, which have improved onboarding and training processes for both front and back-office teams. She has also been instrumental in the strategic planning and execution of two successful mergers, which enhanced the credit union's market presence and operational capabilities. Additionally, she has led initiatives to enhance online, mobile, and phone banking services, positioning the credit union as a leader in digital financial services.