Mckel K. Email & Phone Number

West Valley

• Guided team members through Wells Fargo/Optum HSA acquisition • Research, compile, and perform analysis on operational data for decision making• Develop and implement policies, procedures, and training materials to assure compliance with government regulations; including CIP, Reg CC, and to maximize efficiency and customer service • Deputized for management when a subject matter expert was needed• Reviewed and approved incoming/outgoing ach wires and credits• Provided team members with technical guidance and direction• Liaised with business to derive and execute action plans, meeting deadlines, and standards• Organized and managed team goals and efforts to meet and surpass monthly and yearly goals• Directed strategies to manage resources, issue resolution, and quality assurance on all department projects and client cases

• Research, compile, and perform analysis on operational data.• Develop and implement policies, procedures and training materials to assure compliance with government regulations and to maximize efficiency and customer service. • Complete quality assurance (QA) on projects and case work.• Provide team member guidance and feedback.• Liaised with business to derive and execute action plans, meeting deadlines, and standards.• Created and streamlined ad hoc reporting through a database system.• Organized and managed team goals and efforts to meet and surpass monthly and yearly goals.

• Research and resolve failures for clients; implement processes to prevent future issues.• Review data and report trends to management. • Resolve complex operational or customer related issues • Identify root cause related to erroneous transactions and provide customer coaching to ensure a clean transaction submission from the client in the future.• Engage high value clients to trouble shoot contribution transactions that fail for a variety of reasons and provide first call resolution. • Manage client contact and assist management with plans.

• Developed a team matrix to support a dedicated model for our high value clients in order to ensure that assignments are distributed evenly to meet our Service Level Agreement and to reduce operating costs associated with “get to know your client”.• Collaborated with upper management on the development and implementation of a file transmission tracking database to track high volume clients and ensure that management is able to support daily reporting needs.• Analyze, balance and post incoming HSA contributions in compliance with Regulation CC.• Interpret client documentation for appropriate participant allocation.