Cynthia M. Smith is Executive Vice President and Director of Zions Bancorporation Client Contact Services and Channel Management. In her Channel Management role, Cindy drives the Bancorporation strategy for multi-channel enablement, including customer data integration and the development of a set of shared services and new capabilities to enhance the customer experience, create revenue, and enable the Zions Collection of Great Banks to provide market-leading sales and service functionality via Mobile, Online, Branch, Interactive Voice Response (IVR), Contact Center, and ATM channels. In her Client Contact Services and Operations role, Cindy is responsible for center and workforce management, voice of the customer, quality control, knowledge base resources, training, recruiting, and technology-related projects.
Previously, Cindy directed the Zions BankCard Products and Services division for seven years. There, she oversaw the BankCard debit, credit, and prepaid portfolios for six affiliate banks and correspondent bank clients, significantly increased BankCard Division revenue, and developed the first merchant-funded rewards program and the No. 1 low-rate credit card in the nation. The ATM division was brought under her oversight in 2010, and she led the highly visible ATM Compliance and RemoteLink special project, which brought 578 ATMS fleet-wide into compliance with regulatory requirements, improved ATM security and availability, and implemented remote management products to reduce costly site visits and enable marketing content on ATMs.
Prior to joining Zions, Cindy served as executive vice president of operations at ProPay USA, which developed and managed prepaid debit cards and merchant acquiring products and operations for small business and micro-merchant clients. As senior vice president of product development and business strategy at First USA Financial Services (Paymentech), a fully funded start-up, Cindy played a key role in completing the Initial Public Offering (IPO) and helped grow the commercial card business to $6 billion in sales within five years. She also assisted in the sale of the business to JPMorgan Chase and managed the integration and conversation work. Cindy began her career in payment processing in 1985 at First Bank System, Inc., later acquired by US Bank, where she held a variety of positions in cash management and commercial cards, including pioneering corporate purchasing cards in the payments market.
Cindy attended North Hennepin Community College in Brooklyn Park, MN; earned an executive MBA from Lansbridge University; and obtained a master’s degree in management from the American Graduate School of Business/American Sentinel University. In October 2008, Cindy was ranked No. 20 in American Banker magazine’s annual ranking of the “Top 25 Most Powerful Women in Banking.”