Manages a team of 10+ Senior Quality Assurance associates. Tracks team & individual performance via data tracking & compilation of metrics from several sources. Acts as a first point liaison and subject matter expert between Upstart, third-party call center vendors, and other departments that QA supports. Closes gaps in resources for agent usage during phone calls. Presents calls to lending partner banks for calibration and policy understanding. Processes monthly call reports that are sent to lending partner banks for their own audit. Completes monthly call audits to obtain agent trends in potential compliance risk, policy violation, and soft skills. Responds to agent disputes with QA’s quality scoring. Closely collaborates with the compliance department to optimize process improvements. Conducts interviews for potential QA team members and for other departments. Owns and drives various projects to completion.

Audits phone calls from internal and external colleagues to ensure compliance with company policies, procedures, and regulations. Acts as a first point liaison and subject matter expert between third-party call center vendor and the QA team to calibrate on agent scores and answer any questions. Proactively addresses issues and informs the team of areas of opportunity. Processes monthly call reports that are sent to partner banks for their own audit. Conducts 1-on-1’s with team members to establish deeper relationships and answer any questions they may have as a senior colleague. Conducts interviews for potential team members and for other departments.

Processed applications quickly and accurately by reviewing customer submitted documents for accuracy. Received consistent positive feedback from managers and colleagues for customer facing interactions and note taking abilities. Conducted phone calls to customers for status updates and to obtain information for quicker application processing.

Supported a financial advisor in the quality delivery of services in a high-volume, regulated environment. Fielded customer electronic and phone inquiries, coordinated appointments, processed post-meeting paperwork including set-up of distributions, account openings, deposits, account transfers, trades, estate settling and general account updates including account openings, beneficiaries, deposits, name, and address changes. Generated and distributed analyses to clients. Partnered with third party custodians including TD Ameritrade and Charles Schwab to resolve client issues and obtain answers. Participated in nationwide peer conference calls for training, communication and troubleshooting. Managed supplies, office mail and led client holiday card processing. Addressed issues and maintenance with building management. Handled confidential information with discretion on a daily basis.• Identified as a subject matter expert on DocuSign and asked to train other Client Associates in the Midwest region on best practices with the program. Facilitated virtual training for ten participants decreasing processing time, improving productivity and increasing efficiency.• Aggressively scheduled client meetings and conducted quarterly updates bringing the Columbus branch up to company KPI standards for the first time in 6 years.

Delivered timely, accurate information to clients via a phone queue handling an average of 30-70 calls per day. Serviced participants of Nationwide’s public retirement plans providing general account answers involving account balances, beneficiaries and mutual funds and resolving issues. Discussed mutual fund options in relation to stock market growth / loss, exchanged mutual funds and processed contribution changes. Communicated IRS regulations regarding 401(k)s and 457 accounts accurately and promptly. Recommended general form and procedure improvements to enhance customer service.• Upsold customer that originated in the queue. Solved the initial issue and while servicing him discovered an opportunity to invest $900,000. Explained the ProAccount investment program terms and referred to sales resulting in enrollment increasing Nationwide’s investment portfolio capital and enhancing customer potential investment growth. • Recognized for number of customer “kudos” consistently achieving among the highest number of compliments on the team.

Prepared deposits and cashed monetary instruments in a busy branch delivering accurate and friendly customer service. Followed strict procedures and controls to ensure monetary instruments were consistent with policy. Identified referral opportunities to generate revenue. Mentored new tellers and assisted with training. Verified all cash within vault, balanced and replenished $100,000 ATM on a weekly basis. Established and fostered banking relationships with customers to enhance customer experience increase satisfaction and encourage account retention.• Safely handled robber at window successfully passing a dye-pack that exploded outside recovering a majority of the stolen cash.