Paula Johnson Email & Phone Number

Review and resolve complex account and client issues using research and problem solving skills. Assist with overseeing several deposit operations functions. Perform high volume, time sensitive tasks requiring a high degree of accuracy and control. • Research and accurately resolve all non-posted checks, deposits, online entries and teller exception items daily. • Order branch requested cash from Brinks. Monitor cash vault volumes to ensure cash volumes do not exceed set limits. Ship and order cash and coin from Fed as needed.• Review all new and updated accounts to ensure accuracy and that all required documents were obtained while following compliance and regulatory requirements and time frames. Worked with Beneficial Ownership, Resolutions, Trust, signature cards and other account documents.• Preform account maintenance task• Process lockbox checks• Process chargeback items• Process Foreign collection items

Brandon, Florida

Provides support to the acting Unit Manager and team members on the day to day functions for the Legal Entity Review Team. • Examine mortgage documents to validate completeness of chain of title.• Prepare Assignments, Allonges, Affidavits and other collateral documents in order to prefect mortgage chains.• Complete Quality Control Reviews each month on all Associates. All Quality reviews are tracked and reflect Associate and team quality scores.• Pinpoint training gaps. Deliver and provide coaching and training on errors. Worked with Associates to bring team quality score from 96% to 98.6% meeting the department goal of 98% consistently for two years.• Coordinate and manage team work flow, ensure all loans received are assigned out to team daily. • Review Associate work queues to monitor aging loans. Ensure pending loans are updated according to department requirements. • Developed a Daily Dash Board for tracking and reporting daily completed and incoming work volumes.• Track and report all work volumes which are reported to upper management.• Monitor team escalation mailbox, ensuring all requests are reviewed and worked timely. • Assist with system upgrades by creating test cases, review updates/changes within a test lab environment prior to installation into production.• Work many projects which included the CEMA affidavit project, assisting Lien Release department in a volume reduction project, assisted records department with preparing Lost Note Affidavits and Note Validations.• Authorized MERS Signing Officer. Certified Notary Public.

Tampa/St. Petersburg, Florida Area

Successfully managed a team of 22 associates that researched and resolved errors associated with check processing. Ensured all cases were resolved within set time frames, monitored aged and high dollar cases to eliminate risk and loss. Managed many double post events, privacy breach events and check looping issues through completion with minimal to no loss to the bank. Completed and evaluated associate performances, monitor associate production, quality/errors and assisted associates with their development. Key Accomplishments:• Monitored case aging – ensuring cases are worked within time frames to lower the volume on aging cases. Through monitoring and engaging associates around the aged goals was instrumental in lowering the aged percentages for the department. With an expectation of 8.5% or less for aging, was able to bring aged department volumes from 12% aged to .03% aged. • Effectively managed the largest double post event in Bank of America history with minimal loss to the bank. Event consisted of 73,213 items for a total risk of $591,251,049.82. Worked with both associates and temporary workers to ensure the event was being handled timely and efficiently. Provided weekly updates on progress and attended meetings to discuss improvements to prevent further events and issues related to image check processing. Through the successful management of this event the team was able to prevent $50,306,409.35 in duplicate and incorrect charges related to this event which prevented loss and risk to the bank. The event was closed out with minimal loss to the bank. • Established best practices with working double post and privacy breach events. These practices have assisted in effectively managing these events, preventing unnecessary reconcilement issues and loss to the bank. • Managed Department Events/Diversity Committee for 2 years. Worked with a team of associates that created many fun team building events for the entire department.