- Led, managed, and developed Operations teams with a focus on automation and employee development.- Skillfully and tactfully managed vendor relations ranging from bank partners to software providers in a way that built highly functioning and effective relationships.- Successfully managed multiple projects to implementation that required collaborating and partnering with engineering, product, compliance, and executive management. - Spearheaded sponsor bank transition of Deposit and Credit programs with over 70% of the customer base successfully transitioned. - Operationally led and managed a successful wind down of both the Deposit and Credit programs consisting of but not limited to: all ACH exception processing, all transaction monitoring, all Reg E dispute filings, all deposit and credit account research requests, all Outgoing wire reviews, all check issuing for remaining balances. - Created, maintained, and refined onboarding strategy and KYC management.- Created and maintained all transaction monitoring/fraud rules both with and without external software providers.- Created and maintained all Operational policies and procedures.Deposit Operations:- Onboarding; Rule creation, manual review queue, PEP/WatchList/OFAC screening- Incoming Wires: Monitored and reviewed all incoming wires for accuracy and successful posting. Reviewed and edited incoming wire files as needed to ensure successful posting.- Outgoing Wires: Reviewed all outgoing wires to ensure accuracy and legitimacy- ACH Operations: Exception Items, research requests, processing- Interest Reviews/Adjustments- Transaction/Fraud Monitoring- Dispute Management - Regulation ECredit Operations: - Account maintenance (returned payments, CBRs, research requests, interest reviews/adjustments, SCRA requests, fee refunds, etc.)- Delinquent Accounts- Transaction/Fraud monitoring- Dispute Management - Regulation Z

- Liaison to customer experience team and their point of contact for all things related to Operations. - Onboarding/Account Maintenance- Research Requests- ACH Returns/NOCs, MCD Review, Wires- Transaction Monitoring- Interest Reviews- Reg E Disputes

- Professionally negotiate and deal with taxpayers in confrontational situations.- Interpret and apply federal and state tax codes for personal, business and corporate taxes.- Communicate with taxpayers in writing and by telephone for various reasons, including income/identity verification and answering questions.- Complete internal audits and fraud investigations to verify/confirm provided information.- Review 250 - 300 taxpayer accounts for fraud on daily basis.- Review established accounting systems and historical information to identify strengths andweaknesses of existing methods and controls.- Develop team communications and information for virtual meetings.- Successfully adapted every day duties and responsibilities to working remotely.

- Provide daily supervision of the ACH Disputes group.- Ensure that investigations are conducted in compliance of federal regulations.- Produce monthly reporting to track production numbers, errors, and monetary statistics on both a team and individual level.- Cultivate personal and professional development among my individual team members.- Work with IT to ensure a smooth and effective upgrade of the dispute management system.

- Performed quality control for external complaints.- Created monthly reporting for Lines of Business through out the bank.- Helped ensure compliance with federal policy regarding complaint management.- Ensured that complaints in a timely and appropriate manner.- Performed technical testing for the complaint system.

• Provide technical and high level customer support for all Commerce employees for hardware/software issues• Educate end users by providing excellent customer service and detailed documentation• Escalate issues to the appropriate teams/groups and follow up on behalf of the client/end user • Assist in managing projects (Automatic Password Resets, Assyst Upgrade)• Update/create policies and procedures for the Help Desk employees and End Users • Train new Help Desk employees and set up new users in Assyst (ticketing system)• Run/create daily reports for tracking purposes• Support a wide range of systems (Office Suite, Workday, Mainframe, Citrix, etc.)

- Vault Teller - Balance and restock vaults on a daily basis, including ordering currency as needed.- Process a wide range of transactions for customers.- Provide customers with banking and financial information and assisted them in the making of financial decisions.- Answer phones and direct calls to necessary departments/bank employees when unable to assist personally.- Enforce federal policies and regulations in regards to banking.- Provide clerical assistance to the different departments within the bank ranging from filing to creating spread sheets to ordering office supplies for the entire branch.- Conduct research in many different areas related to the bank, its employees, and its customers.- Train tellers at newly acquired branches/banks.- Account opening and maintenance.- Complete and update account paperwork and customer information.- Build a strong rapport with customers to make their banking experience more personable

- Completed daily and weekly paperwork including but not limited to: inventory, ordering produce & other necessary items to keep the store up and running.- Kept track of store profits and made sales projections through use of Microsoft Excel.- Conducted interviews, completed new hire paper work, completed schedules and helped integrate new employees into the work environment.- Handled daily interactions with customers ranging from dealing with unhappy customers to placing large catering orders.- Handled large amounts of cash on a daily basis such as counting down the safe and handling bank transactions such as making deposits/withdrawals and getting change orders.

- Answered phones and worked cash register- Conducted daily paperwork and counted down cash drawers and safe- Assisted customers with questions and problems- Daily cleaning and slicing