• Responsible for acting as the primary interface to med/high revenue clients. Responsibility includes leading, directing and coordinating the implementation of highly complex/products.• Provide relationship management, servicing and technical assistance to internal business partners, vendors in order to ensure a timely and smooth implementation process.• Responsible for implementing corporate and commercial card products for clients within the US and Canada.• Follow established implementation and project management methodologies and processes. • Provide technical setup support and training for card products and online tools.- • Determine/setup/test client file requirements, file delivery protocols and payment process. • Ensure scope of project delivery stays on track.- Ensure deliverables are being met by project participants.- • Identify, report, and escalate risks and issues according to established procedures.• Support and comply with all company policies, processes and procedures including the Compliance Program and the Code of Conduct• Maintain a daily log of tasks completed and ensured all implementation activity is documented in the project workbook timely and thoroughly.• Perform additional product implementations for as needed or assigned.

• Initiated contact with insurance companies for verification of benefits and authorization of inpatient and outpatient services.• Verified health insurance policies for all major commercial carriers, as well as government healthcare agencies.• Verified insurance information by phone as well as via website, updated files with the most accurate coverage updates• Followed Medicare, Medicaid and Commercial Insurance guidelines for verification purposes• Contacted insurance companies as required to obtain and enter accurate benefit information to positively impact insurance processing and minimize rejections.• Used problem solving, customer service skills to adapt to changing priorities to overcome issues that arise.• Created verification notes explaining benefits and other necessary information• Maintained high work volume daily to meet productivity goals and quality metrics.• Completed work request within a 24-48 hour turnaround time and handled high priority verifications.• Complied with federal regulations, including HIPAA provisions• Supported and complied with all company policies, processes and procedures including the Compliance Program and the Code of Conduct• Used CPT, ICD-9, and contract information to obtain correct benefit information • Maintained a daily log of verifications completed and ensured all account activity is documented in the computer system timely and thoroughly.• Performed other duties as needed or assigned.

• • Responsible for overall call center performance and for motivating the team to exceed company goals and objectives.• Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost effective manner.• Responsible for escalated issues regarding technical, operational performance, risk, and human resources issues.• Provide daily feedback to Management Team regarding current technical and operational performance.• Partner with human resources to execute strategic recruiting and employee engagement programs.• Ensure all positions are staffed appropriately to meet company and client requirements.• Manage Team Leaders/Supervisors to ensure call center productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.• Implement short and long term performance goals developed by Management Team.• Review operational reports on regular basis and develop and implement action plans to address deficiencies.• Participates in and provide consulting and support for projects and initiatives with moderate risk to identify and mitigate operational risk in business activities.• Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.• Conduct regular performance reviews and 1 on 1 meetings with direct reports to evaluate performance against KPIs.• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

• Responsible for implementing and servicing treasury management products and services that are complex in nature Identify and resolving client issues• Act as a liaison between the client and bank operations, sales officers, vendors and Relationship Managers to ensure the delivery of quality services and to meet client needs• Identifying trends through tracking and monitoring the client’s portfolio to ensure compliance.• Identify exceptions or suggest products, procedures or services that may streamline the client s interactions.• Collect information and data from Treasury Clients to assist with Check, E-Check, and ACH fraud. Provide updates for Wholesale Fraud group and Client until resolution of claim.• Identify appropriate Treasury management products through CEO portal to prevent and reduce fraud Train clients on products and services to ensure optimal delivery and meet implementation needs.• Perform post implementation product usage and customer billing reviews.

• Responsible for managing schedules and coordinating training for new hires.• Provided staffing support by creating spreadsheets to track trends & reports; meet with Site Manager weekly to discuss improvement plan.• Created weekly action plans for frontline teammates focused on increasing sales goals & quality assurance scores. Consistently collaborated with Coaching Queue Coaching Team to provide 1 on 1 feedback for performance• Established partnerships with various departments within WFCC to enhance Coaching Queue experience for new hires.• Handled internal & external client escalations; resolve customer service issues and report system issues.• Initiated Fraud claims for debit/credit cards by gathering and collecting fraudulent information from small business customers and transferring to appropriate area for resolution.• Responsible for performing the operational duties of the supervisory position; cross-selling, sales referrals, and participate on special projects as assigned.• Reviewed data and reported trends to management.

• Provided technical support to business specialists and resolved escalated customer service issues requiring technical assistance.• Troubleshoot technical issues and error codes with customers on product hardware and software, Microsoft operating systems, network applications, navigation, connectivity, Internet service providers, and web browsers. Handled administrative duties for team, tracking exceptions and trends.• Tracked and recorded patterns with customer issues; Identified and escalated problematic customer issue trends to leadership and Relationship Management team.• Provided support instruction and coaching to a customer service team of approximately 15 front line teammates while being available for the entire department.• Established and maintained effective working relationships with peers and partners in other business units with a goal of optimizing client relationships.

• Served as the primary point of contact for business deposit and credit products.• Provided exceptional customer service for Commercial, Business Banking Community and DFS clients by establishing and maintaining excellent customer relationships and providing operational and administrative support.• Handled exception process requests from our International and Domestic bank customers related to wire transfer payments.• Provided technical support to customers needing assistance with utilizing online banking.

• Assisted customers with account information, problem resolution, research, product information, and referred customers to appropriate departments if needed for further resolution.• Coached new hires on call handling, banking processes, quality control, and proper escalation procedures• Participated in leadership development meetings that focused on team building, company expansion, and personal development.• Designated Point-of-Contact for second shift teams to resolve escalated customer calls, provide effective resolutions for complex customer problems, and supervise teammates in the absence of a Team Leader Prepared statistics of teammates on a daily basis.