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

• 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.

• 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.
• 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.