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UMassFive Announces Seven Management Promotions

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Management Promotions


UMassFive is excited to announce recent management team promotions in late 2023 and early 2024: Assistant Vice President of the Contact Center, Katie Lawton; Remote Services Manager, Matt Eddy; Contact Center Manager, Sofia Serrazina; Northampton VA Medical Center Branch Manager, Emilee Proulx; Commercial Portfolio Manager, Dan Thies; Digital and Payment Services Manager, Christina Reynolds; and Account Services Manager, Tara Ann Hughes.

Katie Lawton has been promoted to Assistant Vice President of the Contact Center. Katie began her career at UMassFive seven years ago, starting as a Contact Center Representative, then a Lead Contact Center Representative, and most recently the Contact Center Manager. In her new position, she will continue to lead the Contact Center team in delivering the highest quality member service with a focus on providing members with solutions to improve their financial lives, as well as being responsible for the phone system administration, improving operational efficiencies, and implementing modernized member service options. Katie loves yoga, hiking, reading, cooking, interior decorating, catching up on her favorite TV shows, and spending quality time with friends, family, and her puppy Lexi.

“I’m excited to have this opportunity to grow within our Contact Center and I’m looking forward to taking on the challenge of implementing upgraded service solutions so that our Contact Center provides the most convenient member service options for our members.” – Katie Lawton

Matt Eddy has been promoted to Remote Services Manager. Matt’s career at UMassFive started five years ago as a Member Service Specialist at the Northampton Branch and was most recently promoted to the Northampton VA Medical Center Branch Manager. He will now be responsible for improving and making all remote and virtual aspects of the Contact Center more efficient. In his spare time, if Matt’s not catching up on the latest New England sports game, he can be found in the kitchen cooking, vacationing in Maine, or spending time with friends and family.

“What I am most looking forward to in my new position is leveraging new and existing technology to create a more personal and, overall, better experience for our members. I think it is a common misconception that technology hinders member service, when in reality if utilized appropriately, it can greatly enhance the member experience for someone who cannot or does not wish to travel to a physical branch location.” – Matt Eddy

Sofia Serrazina has been promoted to Contact Center Manager. Sofia started her tenure with UMassFive in August 2021 as a Contact Center Member Service Specialist and was most recently a Contact Center Lead Member Service Specialist. She is steadfast in providing excellent service to members and has demonstrated outstanding leadership skills. In her new role, she’ll be responsible for the day-to-day management of Contact Center Representatives and Video Teller Agents. In her free time, Sofia enjoys walking along the ocean, playing musical instruments, cooking, and spending time with friends and family.

“As the Contact Center Manager, my focus remains on providing solutions and resolutions to ensure members always have a positive experience.” – Sofia Serrazina

Emilee Proulx has been promoted to the Northampton VA Medical Center Branch Manager. Emilee started with UMassFive in 2022 as a Member Service Specialist in the Northampton Branch. Within this new role, some of her newly acquired responsibilities include the training of team members, cultivating fresh connections with VA-affiliated sponsor groups, and elevating branch productivity. Emilee appreciates spending time with friends and family, reading, and crocheting.

“I’m looking forward to having the opportunity to foster financial well-being and provide support for both our Veterans and staff at the VAF.” – Emilee Proulx

Dan Thies has been promoted to Commercial Portfolio Manager. Dan’s career at UMassFive began in 2016 as a Teller and, more recently, he’s been working within the Commercial Services department for the past five years. In his new position, Dan will play a pivotal role in shaping and implementing strategies to optimize the credit risk management processes supporting commercial loan, deposit, and service products. When Dan’s not connecting with Commercial members, he enjoys listening to music, watching movies, reading, running, and spending time with his dog, Leia.

“In my new position, I’m looking forward to meeting the challenges of managing a growing and expanding commercial portfolio.” – Dan Thies

Christina Reynolds has been promoted to Digital and Payment Services Manager. Christy began her career at UMassFive twelve years ago as a part-time Online Banking Specialist in the Contact Center, eventually taking on other Branch assignments, and most recently the Card Services Manager. Within her new role, she’ll oversee the Digital and Payment Team which includes, wires, ACH, checks, and all digital processes. In her free time, Christy enjoys traveling, reading, gardening, game nights with friends, and spending time with family.

“I look forward to getting to know my new employees, learning about the inner workings of what they do, and will be looking for ways to improve upon our processes for members.” –Christy Reynolds

Tara Ann Hughes has been promoted to Account Services Manager. Tara has been with UMassFive since 2018, and she has since gained a wealth of knowledge and experience in BSA, compliance, and risk. In her position, she’ll oversee fraud, including fraud monitoring services for debit and credit cards and digital banking channels. Tara will work closely with her fraud team to ensure that debit card rules are reviewed frequently, and proactively reduce overall fraud. When Tara’s not catching up on the newest true crime documentary, she can be found trying new dishes in the kitchen or spending time with her dog Nico, and friends and family.

“I have always enjoyed working for our members and making sure their accounts are secure and protected from suspicious activity. Fraud has significantly increased over the past few years, especially with technology evolving. I look forward to developing new ways to prevent and mitigate fraud, with the overall goal of protecting our members’ finances and their security.” – Tara Ann Hughes

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