Unclaimed Property COE

Promoted to lead 39 operations associates responsible for high risk monetary processes across all sale channels for AMA and IRA accounts. Acted as point of contact for loss prevention, risk management, customer service, compliance, product, and project management teams across all lines of business. Responsible for all activities surrounding mergers, migrations, and system enhancements that impacted AMA and IRA cash movement processes. Preformed continuous process analysis to mitigate and address emerging risks that impact daily operational processes. Lead associate coaching sessions for performance improvement and development opportunities while providing clear measurable metrics.

Managed 16 associates while overseeing daily NSF and Loss control activities for AMA accounts across all sales channels. Acted as primary contact for business unit as it relates to fraudulent activity which created exposure for Wachovia Securities. Represented Loss control and NSF team’s interest in all projects related merges, system enhancements. Negotiated all service level agreements with internal partners related to loss prevention tools, NSF resolution. Lead monthly coaching session with a goal of individual associate development.

Developed and conducted training programs for Wholesale and Retail Lockbox operations associates. Provided evaluations of each trainee in Lockbox to the department Supervisor and Lockbox Manager. Administered initial screening and pre-testing for all applicants to determine qualifications and skill sets. Conducted interview and provided employee orientation classes for all new team members.