Ron Bogan Email & Phone Number

Pittsburgh, Pa, Us

Pittsburgh, Pennsylvania, United States

Reporting to the Executive Director of Retail Banking Operations charged as the compliance and risk SME in the Retail LOB and is responsible for identifying and assessing compliance risks, monitoring controls, and developing/executing remediation plans to address deficiencies across various Retail business units. Represents the LOB in all critical projects with compliance impact and interacts with leaders at all levels of the organization.

United States

Reporting to the Executive Director of Retail Banking Operations, charged with oversight of the Consumer Feedback Program for all retail banking. Ensures all consumer complaint feedback, from regulatory, executive, and front-line channels, are categorized, analyzed, and remediated in a fair, timely and consistent manner that protects the reputation of the organization. Accountable for regular reporting to all levels of the organization along with policy, procedure, and training recommendations.… Show more Reporting to the Executive Director of Retail Banking Operations, charged with oversight of the Consumer Feedback Program for all retail banking. Ensures all consumer complaint feedback, from regulatory, executive, and front-line channels, are categorized, analyzed, and remediated in a fair, timely and consistent manner that protects the reputation of the organization. Accountable for regular reporting to all levels of the organization along with policy, procedure, and training recommendations. Inspirational leader with regulatory accountability for Retail Operations. Key point of contact for Audit and Compliance for retail bank.•Increased FNB’s Better Business Bureau rating from a “C” to an “A+” within two years of program inception.•496% increase in the Consumer Feedback Program participation while decreasing from 56% to a 5% average past due complaint items and decreasing from 56% to .03% unresolved complaint items.•Formed the Complaint Escalation and Customer Feedback Team, while creating, documenting, and implementing the program procedures.•Selected for Up-and-Comping Talent Mentorship Program with executive leadership.•Creator of the Voice-of-the-Customer, managing feedback center to react, solve problems, and expedite resolution. Show less

Pittsburgh, Pennsylvania

Accountable for coordinating the successful implementation of healthcare portfolio client’s electronic remittance advice and electronic claims submission programs. Additional oversight included providing account management services post-implementation for high value portfolio clients, consultative review of processes for both payers and provides along with recommendations to improve the overall program.•Onboarded and integrated four multi-billion-dollar healthcare provider’s payable and… Show more Accountable for coordinating the successful implementation of healthcare portfolio client’s electronic remittance advice and electronic claims submission programs. Additional oversight included providing account management services post-implementation for high value portfolio clients, consultative review of processes for both payers and provides along with recommendations to improve the overall program.•Onboarded and integrated four multi-billion-dollar healthcare provider’s payable and receivables while providing ongoing account management services.•Identified as primary point of contact for one of PNC’s top five corporate accounts at the request of the healthcare client. Show less

Pittsburgh, Pennsylvania

Oversight leadership and performance driven coaching to a team of 20+ leaders through problem solving sessions involving highly complicated retail and commercial complaints, project initiatives, KPI monitoring and reporting while ensuring compliance with corporate policy and regulatory procedures.•Within first year of role, reduced team’s complaint case load by 60%.•Within first year of role EIQ scores rose from 4.68 to 4.83.•Within first year of role team became top performing… Show more Oversight leadership and performance driven coaching to a team of 20+ leaders through problem solving sessions involving highly complicated retail and commercial complaints, project initiatives, KPI monitoring and reporting while ensuring compliance with corporate policy and regulatory procedures.•Within first year of role, reduced team’s complaint case load by 60%.•Within first year of role EIQ scores rose from 4.68 to 4.83.•Within first year of role team became top performing across three states, exceeding all KPI’s and providing workload support to struggling peers.•Only Business Banking and Commercial Loan Servicing SME in Retail Escalation Group.•Collaborative partnership with the Digital Banking Team leadership for implementation of complaint process, enhancing corporations omni-channel consumer approach.•Collaborative partnership with contact center leadership to provide supplemental training on complaint program purpose and reduction in submission errors. Show less

Pittsburgh, Pennsylvania

Oversight leadership, support, and performance driven coaching to a team of 20+ business consultants who serviced business checking, savings, credit card, online banking, loan, and commercial loan accounts. Position involved complicated research of business service issues escalated from consultant and coaches.•Achieved Gallup Human Sigma Score 5.•Achieved Gallup Employee Engagement Score 4.94.•Business SME, partnering with PNC University in the development of training materials… Show more Oversight leadership, support, and performance driven coaching to a team of 20+ business consultants who serviced business checking, savings, credit card, online banking, loan, and commercial loan accounts. Position involved complicated research of business service issues escalated from consultant and coaches.•Achieved Gallup Human Sigma Score 5.•Achieved Gallup Employee Engagement Score 4.94.•Business SME, partnering with PNC University in the development of training materials including annual reviews, modifications, and approvals.•Provided regular presentations representing business banking to new hire recruitment and onboarding groups. Show less

Pittsburgh, Pennsylvania

Reporting to Business Banking Team Leader and charged with performance-based coaching that delivered ongoing monitoring, corrective action, and exceptional results in meeting day to day along with overall team KPI’s. Position involved complicated research of business service issues escalated from team.•SME to operations in development of commercial loan advance/payment approval process.•Developed business banking specific maintenance processing group.•SME support for acquisition… Show more Reporting to Business Banking Team Leader and charged with performance-based coaching that delivered ongoing monitoring, corrective action, and exceptional results in meeting day to day along with overall team KPI’s. Position involved complicated research of business service issues escalated from team.•SME to operations in development of commercial loan advance/payment approval process.•Developed business banking specific maintenance processing group.•SME support for acquisition of National City Bank – PNC’s largest acquisition to date.•First business team coach as part of a pilot program. Success led to utilization of coaches for all business teams. Show less

Pittsburgh, Pennsylvania

Oversight leadership, support, and performance driven coaching to a team of 20+ consumer banking consultants cross trained to service checking, savings, credit card, online banking, and loan accounts. •Selected member of company’s Fraud Stopper Program.•Selected member of company’s Morale and Culture Program.•Selected member of company’s Youth Mentorship Program.