Optimized Billing Processes: Successfully processed billing invoices for reimbursement using proprietary EHR systems and Google Suite tools, achieving a 2x increase in KPIs for the first half of 2024 with an accuracy rate exceeding 99%.Efficiency Champion: Played a pivotal role in a Kaizen working group, where my recommendations for streamlining billing operations led to significant improvements, earning me the Spring Health Green Leaf Award.Subject Matter Expert: Delivered an impactful presentation at a company on-site event, providing insights into the billing team's processes and contributing to cross-departmental understanding.Mentorship and Growth: Graduated from the Sprout with Spring Mentorship Program, further enhancing my skills and preparing for future career growth within the organization.

Regulatory Compliance Expertise: Conducted thorough audits of commercial and multifamily loan files to ensure compliance with Home Mortgage Disclosure Act (HMDA) requirements, contributing to the bank's adherence to stringent regulatory standards.Data Accuracy and Integrity: Compiled and verified monthly reportable loan data, playing a key role in maintaining the accuracy and reliability of critical regulatory reporting.Discrepancy Resolution: Proactively identified and resolved data discrepancies across multiple systems, ensuring precise and accurate reporting for compliance purposes.Policy and Procedure Stewardship: Managed and updated the HMDA policy and procedure library, providing a centralized resource that enhanced compliance efforts and streamlined regulatory processes.

Vendor Relationship Management: Managed relationships with 8 environmental reporting vendors, ensuring consistent quality and timely delivery of reports that supported the bank’s lending operations.Cross-Functional Collaboration: Facilitated strong communication and collaboration between internal teams and external stakeholders, enhancing the efficiency and effectiveness of the bank’s real estate valuation processes.Quality Assurance: Thoroughly reviewed and evaluated completed environmental reports, providing critical insights to commercial loan teams to support informed lending decisions.Operational Excellence: Streamlined the ordering and tracking of commercial loan appraisals and environmental report RFPs, improving process efficiency through effective use of the Bank's report management system.Portfolio Management: Oversaw a portfolio of commercial appraisers, meticulously maintaining state license and insurance records to ensure compliance and operational continuity.Data-Driven Reporting: Produced and distributed monthly analytical reports to leadership, offering data-driven insights that informed strategic decisions within the commercial lending division.

Loan Audit and Onboarding: Conducted thorough audits and facilitated the onboarding of consumer dealer banking loans, ensuring compliance with bank standards and smooth integration into the banking system.Portfolio Management: Effectively managed a portfolio of 9 commercial auto dealerships, overseeing their book of business loans and lines of credit, and providing critical support to the Relationship Manager during yearly loan renewals.Precision in Reconciliation: Achieved and maintained a 100% reconciliation rate in monthly dealership inventory audits, demonstrating exceptional attention to detail and commitment to financial accuracy.Process Improvement: Co-created and continuously updated the department's processes and procedures library using Microsoft SharePoint, enhancing operational efficiency and knowledge management.Training and Development: Played a key role in training new department hires, ensuring they were well-prepared and knowledgeable about departmental procedures and best practices.

Team Leadership: Supervised a team of 15 full-time and temporary Call Center Representatives, driving performance excellence and fostering a collaborative work environment.Quality Assurance and Feedback: Conducted in-depth quality assurance reviews of customer interactions, providing actionable feedback that improved service quality and customer satisfaction.Training and Development: Led the training and onboarding of temporary employees and new hires, equipping them with the skills and knowledge to excel in their roles.Customer Escalation Management: Served as the primary point of contact for customer escalations, effectively resolving issues and ensuring a positive customer experience while coordinating with cross-functional teams.Customer Service Excellence: Provided responsive support by answering customer phone calls, emails, and online banking messages, consistently delivering high-quality service across multiple communication channels.