Conduct qualitative inspections of project artifacts against published standards and procedures. Provide metrics, trends and observations to project managers. Provide input to process and standards changes.As part of the IT Risk Management (ITRM) Process Quality Management organization•Identify key quality and control risks in projects that impact application reliability, stability and availability through efficient, effective and accurate control and quality focused inspections•Provide technology and operations managers with ongoing monitoring of the compliance and quality status of their key projects and programs•Provide technology, operations and control management with quantitative measures as well as qualitative observations and recommendations on major themes and trends.Knowledge of SDLC, and related standards and policies

Field and answer questions from the branch network and back office areas on a variety of questions while maintaining established call standards. Manage day to day call/chat volume and follow up on branch calls, as necessary.Responsible for identifying and escalating trends and/or priory issues.Utilize various bank systems efficiently to assist Branches with account setup, account histories and troubleshooting different types of customer transactions.Assist Branches with Consumer and Commercial Loan Servicing with inquires such as loan payoffs, billing inquiries, fees, payment issues, loan histories, rates, and reviewing origination documents. Review POAs, Trust documents, Court Orders, Attorney Letters, and Signature cards in order to determine they are sufficient to proceed with the customer's request. Support Branches with all ATM debit card inquiries including, card ordering/cancelling, card lock outs, PIN resets, and ensure the Branches complete the applicable documents. Aid Branches with Consumer and Business Online Banking including, enrollment, bill pay issues, profile setup, password resets, ACH transactions, and PopMoney transactions.Identify and address process improvements to enhance operational efficiency by identifying processes and educational materials that will reduce questions, errors and ultimately mitigate risk to branches and back office areas. Responsible for developing, reviewing and facilitating modification of Retail Banking operational procedures and documents to accommodate compliance issues, as well as products and/or services for a growing network of branches.Work closely with Branch Operations Policy & Procedures to ensure that bank policies and procedures are kept up to date and that operations memos are properly interpreted and applied. This includes frequent communication with all areas of Branch Operations.

Constructed the Department procedures handbookReview, research and respond to all correspondence received from customers in a timely and complete manner, ensuring customer satisfactionAdhere to established First Niagara policies and procedures relating to servicing, regulatory compliance and qualityEnforce Reg. D and SAR account closuresMaintain strict standards in regard to confidential customer issuesMaintain a thorough knowledge and understanding of First Niagara products and servicesAssist customers with account inquiries, servicing needs and issue resolutionTroubleshoot and resolve problems, ensuring management is in agreement with non-routine resolutionsRepresent customers in resolving issues by contacting other departments of expertise if neededBuild rapport and strengthen customer relationships while servicing customer needs

Facilitate customer transactions in an accurate and timely fashionProvide a consistent and exceptional customer experience Resolution of customer service issues Maintain adequate control over cash and maintain cash differences within prescribed bank policyMaintain proficiency in performing client service and transactionsMaintain operational proficiencies while conducting back office compliance and security proceduresAdhere to laws, regulations and compliance requirements Refer customers to branch team members and cross functional business partners as appropriateBeta testing of “InterAct” several weeks at Ridge Lea office.

Scan and verify prices in all grocery departmentsScan and verify the weekly adAssist customers with pricing issuesWork with corporate via Email and telephone to resolve pricing issues, invalid coupons, ad discrepancies and “planogram” issues

Establish or identify prices of goods and tabulate bills using calculators, cash registers, or optical scannersReceive payments by cash, checks, credit cards, vouchers and EBT. Issue receipts, refunds, credits, or change due to customers Count money in cash drawers at the beginning of shift to ensure that amounts are correct and that there is adequate changeBalance the cash drawer at the end of each dayInteract and greet customers that approach the counter Solve their cash related inquiresMaintain a clean and orderly checkout area