Business Relationship Support: Covers jobs providing high levels of general support to relationship managers on customer business customers and partners(relationship managers, sales, marketing, operations) within the business customer portfolios. Acts as the customers' main point of contact for operational and product questions. Duties may include proactively handling client account and/or product issues, monitoring account overdrafts, confirming source of funds, and partnering with internal teams to resolve office management on ad-hoc client inquiries. Helps with customer onboarding, due diligence, proactive outreach, and other associated risk management matters to ensure regulatory and company requirements are met. Be responsible for a complex portfolio of customersShare leadership role with managers to oversee a portfolio of accountsIdentify opportunity for process improvements within the portfolioReview and analyze the decision process for customer accountsEvaluate the profitability and risk of designated portfolioVerify compliance and report identified issues for resolutionPresent recommendations to resolve and exercise independent judgmentDevelop expertise in the policies, procedures, and compliance requirementsCollaborate and consult with peers, colleagues, and managers to resolve issues and achieve goalsInteract with internal customersReceive direction from leadersExercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Responsible for training, supervising, coaching and developing a team of 30 associates. Oversaw management of fraud cases, analyzed trends and made recommendations for improvement in the areas of efficiency, case resolution and employee retention. Created and led department training on fundamentals of fraud to >500 employees. Conducted focus groups to improve overall fraud processes and employee morale.

Responsible for performing the due diligence for confirmed victims of identity theft. Working with the members throughout the remediation process including coordination of fraud alerts with all credit bureaus, ensuring all questions are asked before escalation. Conduct mediation calls with creditors to ensure members PII was used, complete federal trade commission affidavits for members, ensure all member questions are answered, provide counsel on filing police reports and inquire with local enforcement agencies to help determine if any other identity theft is occurring.

Responsible for investigating IRS tax fraud cases. Includes managing all documents and correspondence directly with the IRS until cases are resolved. Manage BBB complaints and reaching out to the members to ensure proper resolution. Act as advocate for members when identity theft occurs ensuring secure handling of important documents (power of attorney, affidavits, police reports, SSC, DL, tax returns, etc.) throughout resolution process.

Responsible for billing, refunds and educating members on how to utilize their membership services. Assist members with enrolling, validating/escalating alerts and escalating confirmed identity theft incidences. As team lead, backfilled for manager as required, taking supervisor calls, explaining how credit bureaus work, ensuring one call resolution.

Responsible for retaining customers from cancellation of services. Interacting with customers under duress, ensuring full understanding of issues and coming to logical and mutual outcomes to meet both customer and business objectives.

Maintained security of assigned areas within the the jurisdication of the United States Air Force. Kirkuk, Iraq - provided on base and off base security for Operation Iraqi Freedom. Camp Bucca, Iraq - provided security for detainees, ensuring safety of both detainees and US personnel.

Assisted prospective students in the enrollment process, including career counseling, application submittals and financing options.