Katie Proctor Email and Phone Number

GWIM Operations

ACH Consumer Operations Manager

• Drive operational excellence by engaging staff on business strategy and performance results • Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement• Emphasize the need to exceed metrics while also focusing on long-term strategies and goals • Adhere to and enforce internal and regulatory policies, procedures and processes • Proactively identify and manage risk in business, product and service transactions • Monitor client-calling activities and ensure we develop the proper client engagement• Successfully resolve customer issues and escalations in a timely and professional manner

• Deliver quarterly performance results to associates• Manage a team of sellers/tellers to obtain daily and weekly goals• Recruit and interview potential employees• Review daily reporting to ensure compliance with company and government regulations • Observe associates and coach as needed on sales, referrals and conversations• Role play with bankers and tellers to ensure a large understanding of products • Collaborate to ensure the monthly schedule is completed and posted• Frequently handle HR questions and issues with associates• Approve and submit associate timesheets • Review associate note taking tools daily to ensure they discover and advise the correct products for customers• Review tellers’ proof work to ensure compliance and document errors