Brian Randall, Mba Email & Phone Number

Fremont, Michigan, United States

Tampa/St. Petersburg, Florida Area

Dedicated procedure writer for the Retirement Services Research, Acquisitions, and Account Maintenance team in order to continually update procedures in accordance with Audit and QC findings. Procedure liaison with Operations Documentation as all of Retirement Services procedures are on-boarded to the CTO line of business. Project Management skills including User Acceptance Testing of letters, system conversion testing, disaster recovery testing, and state and federal tax reconciliation. Continue to support the Research department with letters, questions from staff, and escalated email items while transitioning into the new role. Principal approver for KANA responses to client requests from Chase.com

Tampa/St. Petersburg, Florida Area

 Managed team of 13-15 Retirement Services associates in an Individual Retirement Account (IRA) Research environment. Provided leadership and direction to the staff on a daily basis. Approved and facilitated client account resolutions between bank branches and customers. Practiced and promoted a client centric workplace. Oversaw groups of employees that identify and reconcile errors within the client’s accounts to ensure correct IRA tax reporting. Tax Reporting expert with Microsoft Excel and Microsoft Access knowledge. Provided daily, monthly and quarterly quality assurance, risk analysis, feedback to employees and senior management. Responsible for staff monthly quality reviews to determine if the staff followed proper procedures and delivered excellent customer service within the required Internal Cycle Time. Assessed processes and made recommendations for improved efficiencies and process improvements Documented risk and control procedures for audit/risk and compliance while following IRS retirement guidelines. Responsible for working closely with the Executive Office on researching and responding to all retirement client complaints. Responsible for working closely with Legal, Compliance, Product, and Tax teams on exception and escalated items Responsible for creating, updating, and maintaining over 30 Research, Acquisitions, and Account Maintenance procedures.

 Review, assign, and monitored work items and reports from the Discrepancy and Research queues. Reviewed atypical requests and provided guidance to the staff for processing of work items. Assisted with daily approval of proofs, letters, and assist in daily QA. Assisted in training new and current employees in the different work types. Worked closely with the RS management team for process improvements and implementation. Led special projects to ensure timely completion and accuracy.

Bachelor'S Degree, Business Administration And Management, General

Masters, International Business Management