Amanda Holcomb Email and Phone Number

Product owner role for the agile development of the digital self serve capabilities for new account funding and verifying external accounts. Managed vendor assessments for mobile check deposit.

Responsible for the development of the strategic and multi-generational plan for all digital channel domestic and international move money services based on in-depth understanding of customer and business needs, competitive analysis, product life cycle and platform capabilities.• Identify opportunities to improve and streamline the customer experience in online and mobile channels• Incorporate new payment options into the current experience• Drive business requirements, rules, process maps and acceptance testing • Define and manage customer roll out and pilot plan• Define key metrics for success and track progress against them• Coordinate efforts across a highly matrix organization to ensure product success with a focus on both customer experience and shareholder

• • Manage Operational Readiness, Pilot Management and User Acceptance Testing (UAT) team for ePayments• Lead reviews with business partners on new projects to identify impacts to people and technical processes when adding, changing or removing functionality• Strategize with business partners and third party vendors to ensure Bank of America continues to strive for best of breed for online and mobile payments and transfer products for our customers with a strong focus on voice of the customer• Provide subject matter expertise for online and mobile payment processing, biller directory management and operational readiness

• Sr. Manager responsible for the daily operations of online bill pay product:o Technical supporto Call center supporto Client supporto Claims managemento Biller directory managemento Payment processingo System monitoring and database managemento Settlement and Reconcilemento Processes, procedures, communication and training• Collaborated with business partners and clients to drive improvements to our online bill pay products and build out a project roadmapo Established customer surveys to capture Voice of Customer feedback• Led the development and managed the implementation and support for a major conversion project to consolidate multiple bill pay platforms into a single platform• Led improvements to the procedures for implementing a new client to the FIS bill pay platform from a foreign bill pay platform to ensure a strong focus on payment delivery speed and accuracy• Drove the development of a new web based associate tool to support our clients and their customerso Improved ability to monitor claims and payment inquiries to ensure adherence to established service level agreements and Regulation E complianceo Established systematic work queues for claims opened via the online bill pay product to drive efficiency and accuracyo Reduced new associate on-boarding and readiness timeline by 50%o Drove improvements to quality and speed to deliver payments Improved the systematic matching logic when a customer adds or edits a payee to drive efficiency and accuracy Established systematic work and peer review queues to drive efficiency and accuracy

• Customer Support Manager responsible for call center and claims management and return item processingo Established and maintained customer support service level agreementso Established call monitoring program for call center associateso Established training and re-training program to ensure associates had up to date training material to support our clients and their customerso Drove development of an internal service level agreement to ensure timely resolution of issues escalated to technical supporto Drove efficiency on return item processing by establishing more rigid controls, procedures and service level agreements

• Electronic Payment Coordinator responsible for driving improvements to payment speed and accuracy by increasing the percentage of payments sent electronically (reduce cost to process, improve payment delivery speed and quality)o Realized an initial improvement of 50% in the first 18 months and set the stage for an average lift of 5% year over year: Led development of a direct ACH payment rail Coordinated with billers and third party vendors to increase biller adoption of electronic payment rail Instituted processes for continued monitoring of payments to identify opportunities to convert customer’s payees to electronic delivery