As payment programs become increasingly complex, credit unions need trusted guidance to evaluate new opportunities, make greater use of available data, and determine which solutions best support their goals. Synergent’s new Payments Advisor role was created to provide that dedicated resource.
For Katy Ford, stepping into the position also marks a return to an area that has remained important throughout her Synergent career. After beginning her time at Synergent in Card Services and later serving as a Payment Services Account Relationship Manager, Katy went on to build extensive experience supporting credit unions across Synergent’s broader range of offerings. Now, she is bringing that knowledge—and the relationships she has developed over the years—back to Payments.
In this Q&A, Katy shares how she will partner with credit unions, the opportunities she sees within today’s payments landscape, and how credit unions can begin building stronger, more strategic payment programs.
Congratulations on your new role! Can you tell us about your new position as Payments Advisor and what it involves?
My journey at Synergent included roles on our Card Services team, and as Payment Services Account Relationship Manager. As we grew organizationally, my role evolved, giving me experience in the larger organizational offerings. However, I never lost interest in card programs and the value they bring to both credit unions and their members. So, coming back fully into Payments feels like a homecoming of sorts.
One of the things that made this transition so natural is that I get to continue fostering the relationships I have spent my career cultivating. I get to give back in new ways by being a knowledgeable, trusted resource that our credit unions can rely on as they evaluate and strengthen their payment programs.
Why was the Payments Advisor role created, and what need does it address for credit unions?
This role was created to provide a trusted, go-to resource for our credit unions to work closely with as they navigate the complexities of their payment programs. The industry is changing rapidly, and focus is on helping bridge knowledge gaps, identify opportunities, and connect credit unions with the solutions and resources that best fit their needs.
I also have some big shoes to fill. Rebekah Higgins, our Chief Growth Officer, has been a fantastic resource in this space, and as her position evolves, we have an opportunity to work together to retain and expand our expertise in the payment industry.
What types of questions, challenges, or initiatives can credit unions come to you for help with?
Honestly, I’d love to connect with our credit unions about anything related to payments. Recently, I’ve been working closely with several credit unions on Card Program Optimization changes and the new Risk Office Select fraud tool bundle, but the conversation doesn’t have to stop there. Credit unions can come to me with questions about available tools, general card program needs, and opportunities to strengthen their programs. I look forward to having strategic conversations that help credit unions understand where their programs are today, where they would like to go, and which metrics could help measure progress.
Sometimes, through these conversations, we discover that the best place to begin is a training session with Anne Bunker, Synergent’s Payment Training Analyst, who is another phenomenal resource for our credit unions. My role is not just to answer questions, but also to help connect each credit union with the right people and resources within Synergent.
What does working with a Payments Advisor look like? How do you typically partner with credit unions?
The exciting part is that the experience will look different for every credit union. From my years spent as a Client Success Manager, I’ve learned that there is no one-size-fits-all approach. Every credit union has their own priorities, challenges, and goals. For some credit unions, our partnership may begin by reviewing what they have in place today and identifying opportunities for future product adoption. Others may want to better understand a particular solution as they consider whether it fits their needs. Wherever the starting point, we’ll work together to identify the right next steps for their specific circumstances and goals.
What opportunities are you seeing in the payments space that credit unions should be paying attention to?
Credit unions have access to more tools and data than ever before to help them understand how their portfolios are performing. This can include insights into fraud, transaction volume, cardholder activity, and much more. I encourage credit unions to start by using the data already available to them. Understanding what the data is telling them can help uncover opportunities, establish priorities, and determine which solutions best align with their needs
One of the tools I have found incredibly insightful is Card Expert. There are several sections where users can drill down into cardholder data. In some cases, this can provide new opportunities for outreach to members based on their activity level.
If a credit union isn’t sure where to start with improving its payments program, what’s one piece of advice you would give them?
I would encourage them to start by considering what is important to their credit union and their members. Once there is a clear goal in mind, we can work together to build a path toward achieving it.
That goal could be something significant, such as implementing a new product like CardHub, to something more focused, such as reaching out to members who have recently stopped using their cards. We have tools, data, and resources available to help credit unions measure performance, identify opportunities, and build greater success within their card programs.
What are you most excited to accomplish in this new role?
I’m most excited to have meaningful conversations with our credit unions about their card programs. For me, success will mean helping credit unions better understand the programs they have today, recognize the opportunities available to them, and feel confident about choosing the next steps that make the most sense towards achieving their goals.
What’s the best way for credit unions to connect with you?
Credit unions can reach out to me directly. I’m always happy to put time on the calendar, learn more about their goals, and explore what we can accomplish together!
Outside of work, what do you enjoy doing?
Outside of work, I am an avid reader, and spending time getting lost in the pages of a good book is one of my favorite pastimes. When I’m not reading, I enjoy being with my family. My husband and I can often be found cheering from the sidelines, supporting our daughter as she pursues her passions.
