Robert C. Scholten Email & Phone Number

Wilmington, Delaware

Provide customer support for all Online Banking, Bill Pay and Cash Management services for Retail, Small Business and Commercial accounts. Research and resolve all Customer problems. Provide front-line customer care to customers, Relationship Managers, and Branch Associates. Assist customers with set-up of eBanking and cash management products and services as well as provide training to customers to ensure that all products and services are working properly.

Cash Connect - Newark De

Report to the TCM Support Supervisor/Senior Business Analyst. Responsibilities include maintaining smooth operation of accounts payable and the relationship between Cash Connect and our partners, which include: armored carriers, first line maintenance providers and ATM clients through the maintenance of monthly billing/invoices. Compared the detailed billing charges from all vendors against internal billing system and identify any differences in billing. Processed billing disputes for vendor and customer review. Research disputed items provided by armored carriers and submit credits where applicable. Assisted with the management of financial terms and billing groups to ensure customers are charged correct rates through billing system.

Cash Connect - Newark, De

Report to the TCM Manager. Responsibilities include providing customer support via telephone and email to ATM clients across the United States. Manage service vendors to ensure service issues are resolved quickly. Update customers and vendors on statuses of cash loads, service issues and provide closing notes upon resolutions. Trouble-shoot problems and escalate issues as required.• Responds to incoming calls within department timeline and ensure calls are properly documented and followed through to final resolution.• Assist with armored courier management including confirming cash loads, opening service requests, following up on open service tickets and escalating overdue tickets.• Ensure the ticket system is updated with accurate and timely information. • Research notifications of ATM shortages and file claims with armored courier as required. Manage open claims and ensure that payment is received.• On weekend shift, assist with cash prediction and management for “TCM” ATM customers by performing low cash forecasting process.• Carry out special projects and perform general office duties as requested.

Bb&T (Formerly Bankatlantic)

Oversaw all aspects of online channels including: Retail, Small Business, Commercial and Mobile Banking.• Created process documentation and support workflows diagrams for Retail, Small Business and Commercial Online Banking processes. This resulted in identifying issues with customer enrollment process. Streamlined approval process of customer enrollments from 10 business days to 3-5 business days.• Identified risks associated with Online Banking products/processes and presented suggested resolutions to Executive Risk Committee for approval. Reduced business customer complaint calls by granting loan department the ability to “flag” business loan accounts, at time of opening, allowing the account to automatically appear within customer’s online banking. • Performed user acceptance testing of new Commercial Treasury Management, Small Business and Retail Online Banking products, services and/or enhancements. Developed test cases/plans utilizing recommended criteria for testing newly developed products/services. Reviewed results and provided recommendations to vendor of necessary alterations to testing or to the products/services.• Collaborated with IT and other internal departments to continually support the operation of the online banking products, and participated on various project teams and tasks forces.• Designed and developed various marketing materials within online applications and through other various channels such as email marketing campaigns. Designed and produced customer user guides, customer reference materials and performed in-house trainings to support Customer Call Center and other internal departments for assisting customers. Provided assistance to external customers when customer issue could not be resolved by the Customer Call Center.• Supported the Web Content Manager by maintaining/updating Online Banking FAQ’s and product pages stored within the bank's website utilizing Rythmix (Percussion CM) application.

Verified customer setups/changes to the Commercial Online Banking application and other treasury products. Trained customers on the use of various treasury management products.• Designed and developed customer user guides to support the Commercial Online Banking application, as well as the Positive Pay system.• Collaborated with outside vendors and internal IT department to support applications and resolve customer issues.• Utilized Microsoft Access, which resulted in developing a database shared by the Treasury Operations and Sales department to track customer information, products used, accounts/users and assist with monthly billing file. Developed additional databases within department as business needs arose.• Performed user acceptance testing of commercial banking application and provided vendor with results/recommendations.

Installed and maintained computer systems for all branch and back-office locations throughout the state of Florida. Ran cabling, installed data/server equipment and performed testing of circuits and hardware. Installed personal desktop computers, printers and software applications. Trained colleagues on the use of equipment and software applications. Obtained Certified Novell Administration ("CNA") certification.• Diagnosed software and hardware issues and collaborated with outside vendors resolve issues in a timely manner. • Worked closely with the Certified Novell Engineer ("CNE") in the development and deployment of the Novell Client infrastructure for entire bank. • Participated with the conversion of acquired banks and converting their branch systems to our banking system.

Assisted in daily operations by answering phones, managing appointments and schedules, ordering and maintaining department supplies and processing miscellaneous correspondence.• Produced, assembled and distributed quarterly reports and annual 10K report.• Interacted with all levels of management within organization.

Employee Benefits Administration

• Collaborated with Local Administration Network Administrator. Developed, installed and maintained Novell network for department of 60 employees.• Oversaw departmental needs by designing and facilitating office cubicle moves/modifications. Supervised electricians and movers to coordinate the running of electrical and network cabling and reconfiguration of office cubicle partitions, desks and furniture.

• Assisted three department managers and administered their daily operations through scheduling appointments, processing daily correspondence and intercepting client calls. Performed backup assistance to reception area by answering incoming client calls and routing to appropriate party, and by greeting clients who visited the office.• Demonstrated initiative by self-teaching the use of a Mac Desktop computer and its various applications, which lead to additional responsibilities, including: designing and developing internal training guides, monthly departmental newsletters, proposals and miscellaneous correspondence.• Collaborated with Management Education Specialists in the design, development and production of management education course materials.