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.
• 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.
• Preform account maintenance task
• Process lockbox checks

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.

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.
• 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.
• 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.
• 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.