End-to-end ownership of self-identified or risk-identified audit issues within the firm's Fraud and Claims space. Liases with line of business to remediate and develop business controls to evidence process and procedure improvements. Continues to facilitate the creation and review of all claim-related correspondence within department.

Responsible for managing the filing & processing of fraud/non-fraud claims for ACH transactions on brokerage & 401k accounts. Liaises with merchant banks to recoup funds or offer additional details with respect to charge authorization. In addition, client facing work to ensure positive business experience for the client who filed the claim.Responsible for managing updates of ad-hoc claims letters distributed through the Client Correspondence Utility within a regulated a highly regulated environment. Subject Matter Expert responsible for assisting in the training new hire call center associates via line-of-business best practices & materials pertaining to federal regulation E

Assisted various lines of business for the onboarding & maintenance of batch & ad-hoc client correspondence distributed through the utility. Liaised with technology & LOB for testing, developing, and mailing of correspondence; managed filing & processing of return batch letters & unsolicited mail.

Transition team member that supported the migration of operational work from the Merrill Lynch CT location to the current NJ site; implemented substantial process improvements that provided daily account reconciliation for retirement clients. Supported the maintenance & disbursement of client retirement funds; reconciled company bank accounts with client source accounts to ensure accuracy of returned or rejected funds; remediated any potential discrepancies. Managed daily audit reports regarding above business procedures that supported the internal quality review process.

Managed daily risk audits for NJ site colleagues and monitored internal account documentation systems for brokerage accounts and client reported issues. Provided updates to cases as needed. Performed account maintenance and offered general product support across all Wealth Management product types for financial advisors, their associates and ultra-high net worth clients using legacy screens and current BBO&CS platforms.

Responded to an average of 40 calls per day primarily dealing with general account processing and website/mobile product support on Merrill Lynch and Bank of America websites for clients and financial advisors. Piloted Bank of America Chat software for NJ site, averaging two dozen AIM-like conversations per day servicing general online navigation and account inquiries.