Celeste Monroe Email & Phone Number

Charlotte, North Carolina, United States

* Participate in research, assessment, and documentation of matters relating to the business’ policy and regulatory adherence, risk mitigation, or control efforts; identify patterns and trends and looks for opportunities for procedural or control improvements within area of focus* Conduct assessments and analysis of basic business or operational outcomes, systems of record, technical assignments, documentation, procedures, or challenges that require research, evaluation, and selection of alternatives; exercise independent judgment to guide completion of medium risk deliverables* Present concise and well-articulated findings and recommendations, including rationale, to facilitate resolution of identified matters; exercise independent judgment while developing expertise in the risk mitigation or control activities of the business* Collaborate and consult with colleagues, internal partners, and other business stakeholders to provide feedback, credibly challenge issues, and calibrate, as needed, to ensure alignment, consistency, and accuracy across groups* Participate in cross-organizational or internal operational initiatives and improvement efforts

Charlotte, North Carolina, United States

• Drafting written resolutions for escalated complaints directed to regulatoryagencies, while adhering to quality control standards.• Resolving escalated financial issues for internal management and businesspartners.• Utilizing bank policies and procedures to provide a resolution that focuses onmitigating risk for the customer and the bank.• Identifying legal, regulatory, and ethical allegations as outlined in the EnterpriseComplaints Policy, and determining if further review is necessary.• Researching and resolving complex customer issues related to ACH and CheckFraud Claims, Online Fraud, ATM and Debit Card Claims, Fraud LossMitigation/Loss Prevention and BSA account closures, Unusual ActivityReferrals, Suspicious Activity Reports, etc. Also support other lines of businesswith verbiage, research, and correspondence, such as; Wires, Estate Care,Overdraft and Recovery, and Customer Fraud Detection.• Support and train less experienced new hires and Escalation teams ininterpreting and understanding complex policies as well as managingcross-group projects.• Serve as an intermediary between parties to resolve disputed matters, negotiate,and enact settlements accordingly.• Managing a caseload while ensuring to meet demanding deadlines.• Research and identify risks and problem areas, recommend improvements anddevelop solutions for problems found.

Charlotte, North Carolina, United States

• Offer responses to customers via written correspondence to address anddocument complaints related to financial products and services.• Creating cases to track and document customer complaints and risk-relatedconcerns for regulatory review.• Utilizing multiple systems and bank-wide resources to properly research andaddress risk-related concerns.• Researching complex situations related to financial products, while usinganalytical skills and applying close attention to detail and accuracy.

Charlotte, North Carolina, United States

• Provide customers assistance through live chat and email with concerns orinquiries related to their consumer checking, and savings accounts, CDs, IRA,credit card, and personal loans.• Adhering to established procedures to meet compliance guidelines.• Multitasking between multiple systems to research customer inquiries.• Effectively assisting customers by remaining knowledgeable of processes andprocedures.• Applying attention to detail to ensure accuracy in written correspondences.• Peer mentoring and training new hires.

Charlotte, North Carolina, United States

• Perform moderately complex customer support tasks.• Provide first-call resolution while ensuring the quality of service.• Responsible for responding to routine and/or complex inquiries from customersor branch employees related to financial products and services.• Provide training and guidance on policies and procedures, to less experiencedindividuals.• Encouraging financial literacy.• Recommending products and services that help customers achieve their financialgoals.• Meeting departmental metric goals.