• Provides leadership for Bank Services team by demonstrating subject matter expertise and motivating others in order to ensure team atmosphere and resource availability fosters the achievement of business goals and measures.• Manages risk by representing the team on issues that impact our customers and business partners, while also monitoring team activities and taking necessary action to neutralize risk that could equate to substantial monetary losses. Additionally, serves as key contacts for internal and external auditors (i.e. PWC) and perform periodic audits to ensure necessary controls are in place and being adhered to by associates.• Initiate, champion and implement process improvements by proactively seeking out opportunities to increase efficiency, reduce costs, improve control processes and eliminate the possibility of risk, thereby ensuring the team is operating at its full potential capacity and that monetary and reputational risk is avoided for the organization.• Involved with coaching associates on their various day-to-day responsibilities, which include technical expertise, problem solving, research skills and customer interaction. • Oversees existing and assists with implementing new products and services including training and coordination of documenting procedures. Provides technical expertise and maintains procedural integrity.

• Reconcile WI Bank Accounts at an Omnibus level for DC, DB, H&W and other smaller accounts• Reconcile inbound and outbound client cash movements back to the FPRS recordkeeping system along with activity within the disbursement systems• Reconcile Check Deposits to the associated bank credits that occur within the WI regional bank accounts• Reconcile Check and EFT payment activities on the WI disbursement system to the cash flow within the WI bank accounts• Assist business partners with questions concerning banking regulations related to Fed Wire and ACH processing, along with check clearing and settlement practice• Reconcile the daily expected settlement of FMR, Pyramis and FMTC Fund trades to the cash flow in the WI bank accounts

• Performed daily reconciliation to ensure that the total fund balance is in agreement with the total plan balances for that fund on each clone. This includes discrepancy identification, data analysis and coordination of processing with business partners.• Performed daily and weekly reconciliation of the FIRSCO, FIIS and FMTC gain/loss accounts. Monitored as of and current day transactions processed on outside and FMTC funds, reducing Fidelity’s exposure as a result of non-pricing events and processing updated in error.• Monitored and analyzed the Early Warning System which provides warnings to Financial Operations of potential processing errors from a variety of FPRS processing cycles. Verified that the warnings with the greatest exposure are valid to reduce risk and exposure.• Performed multiple tasks involving fee processing including outside fund redemption fee reconciliation, internal fee retrievals and Retirement Portfolio Fee reconciliation.

• Performed (IGO)/NIGO reviews on customer transactions and paperwork, applying current business rules. Processed confidential information pertaining to customer’s retirement accounts.• Researched rejected items and either resolved/reprocessed or transitioned the item to the NIGO process.• Created, reviewed, and updated procedures.• Performed training for new team members and implemented new work to the team by training with clients and performed to meet the client’s needs and expectations.

• Provide extraordinary customer service to include client specific knowledge as well as pro-active education.• Respond quickly and assess the needs of the customer and their inquiries while engaging in insightful conversations to understand implied and explicit needs.• Educate customers on alternative self-service communication channels.• Identify when and where to escalate a call if necessary to ensure resolution.• Engage in conversations with clients regarding loan and withdrawal requests, mutual fund exchanges, and enrollment for 401K plans.