Eric Marsing Email & Phone Number

Charlotte, Nc, Us

Lead Global Banking and Markets (GBAM) Anti-Money Laundering (AML) Reporting and Data Analytics Team. Deliver interactive dashboards, reports and analytics to teams that perform various functions such as Client Due Diligence (CDD), Enhanced Due Diligent (EDD), Client Activity Monitoring (CAM), Credit Risk Analysis (CRA), and Know Your Customer (KYC) client documentation regarding 400K Bank of America clients around the globe. Key focus include supporting regulatory inspections, operational performance, client risk status and activity, transaction activity and status of maintaining regulatory compliance activity.

Charlotte, Nc, Us

Consultant and SME for application of advanced technology in operational analysis environment. Increasing analytic capability across multiple functions to improve process efficiency, quality control, competitive standing and cost to serve. Lead peers to learn/utilize new technology.

Charlotte, Nc, Us

Managed the launch, execution and delivery of customer complaint reporting and performance control processes. Led team and cross-functional partnerships that implemented sophisticated, interactive performance and control dashboards for enterprise-wide analysis of customer complaints/service requests. Led team that conducted related analyses; produced reporting/dashboards; provided governance over complaint data and dashboard/reporting fixes, changes and enhancements. Designed key processses for data analytics and reporting, and played a pivotal role in the execution of efforts to monitor complaints for improvement opportunities.

Charlotte, Nc, Us

Led team that established root cause analysis processes, routines and reporting across multiple lines of business. Partnered with LOB executives and SMEs to identify and implement agreed upon customer service process improvements. Implemented processes and reporting to evidence sustained LOB action on known performance issues. Closed out high severity audit finding on legacy process. Established quality control process to enhance coaching and improve consistency in complaint documentation. Leveraged Six Sigma based methodology to ensure robust and sustainable solutions.

Charlotte, Nc, Us

Established data analytic and reporting processes that played a key role in project to systematically reduce the backlogged resolution of tens of thousands of escalated customer complaints. Led cross-functional project to implement and standardize call handling technology, reporting and performance monitoring across multiple contact centers. Directed escalated complaint intake team that developed process improvement and reporting regarding escalated complaint intake and assignment for resolution.

Charlotte, Nc, Us

Led department that provided root cause analysis and countermeasure development and oversight to mitigate escalated customer complaints submitted through elected officials, industry regulators or senior corporate management.

Charlotte, Nc, Us

Head of Wholesale Lending Division customer care and systems support. This includes client support for division's B2B website, customer satisfaction program, telephony support, quality monitoring, workforce management and related governance and administration.

Charlotte, Nc, Us

Customer Care Systems and Support executive. Lead department responsible for telecommunications technology strategy, application and interface between business units and technology. Department also provides customer service related data analysis and reporting, quality monitoring, and internal consulting.

Phoenix, Az, Us

Led customer service and enrollment processing organizations with 300+ employees in six states.

Phoenix, Az, Us

Conducted assessment of state agencies effectiveness and efficiency on behalf of the Arizona State Legislature.