Collaborate with business units within the bank to support and execute various projects.

• Manage quality check (QC) process over written responses to customer complaints made through various channels to the CFPB, Federal Reserve Board, NY State Department of Financial Services, state Attorney Generals, BBB, members of Congress, Bank executives, etc.• Developed and implemented parameters for Customer Care Specialists to use to evaluate responses for timeliness, completeness, accuracy of research/fact verification, appropriateness of how complaints are addressed, identification of root cause, proper assessment of risk, inclusion of supporting documentation, adherence to policies and procedures, compliance with regulatory requirements, and overall customer experience (ease of understanding, tone, professionalism, etc.)• Analyze complaint root causes and identify trends that may affect customer journeys• Exhibit strong leadership qualities and act as a subject matter coach and professional role model for staff of various levels within the department• Manage 4 direct reports (Quality Assurance Managers and Intake Specialists) – wrote detailed job descriptions and continually provide meaningful and constructive feedback in addition to completingperformance scorecards for both job roles• Created multiple job aids and templates to document standardized escalation criteria, and formalize the tracking of complaints for identification, categorization, and proper assignment – improved KPIs around the quality of responses• Enhancements to the QC process significantly decreased the number of deficiencies noted in Compliance review→eliminated a time-consuming and manual process• Identified bottlenecks and streamlined processes – decreased QC SLA from 2 days to same day andreduced overall SLA for time spent working a complaint from start to finish• Presented QC refresher training for 50+ people across all three major complaint handling areas in the Bank, which was formally recognized by Chief Experience Officer

Customer Care support- audits, training, procedures and project management

• Provided escalation support to the retail branch network and contact center• Assisted in identifying root causes, and developing solutions to issues

• Tracked and determined flood coverage for commercial real estate collateral found to be in a flood zone, based on federal and compliance guidelines• Sent correspondence and notices to clients regarding their flood insurance coverage, and force placed insurance if coverage was inadequate• Participated in development of departmental policies and procedures• Performed general ledger balancingCustomer Care Representative

• Consistently met sales goals for loan and deposit accounts for retail and business customers• Provided support to the teller line as needed

• Serviced customers and non-customers in a branch setting using various systems, taking applications via inbound and outbound sales calls• Served as an “@Work” ambassador, meeting with partnered agencies in the area to sell benefits of theprogram and explain perks offered to their employees• Performed ATM settlement proceduresBusiness/Retail Product Consultant

• Responded in writing to customers and regulatory agencies to ensure regulatory and policy compliance• Acted as first point of contact for Social Media and Executive Office regarding any changes in department processes or policies

• Provided customer service to Business Banking clients by taking inbound calls within the contact center• Provided peer coaching to new hires to improve phone etiquette and sales skills