Steven Schmoyer Email & Phone Number

Saint Johns, Fl, Us

Jacksonville, Florida Area

Jacksonville, Florida Area

Responsible for SDLC Risk and Issue Management and Audit Governance.

Jacksonville, Florida Area

Responsible for designing, building and implementing centralized in-take process, engagement model and governance routines for the Mortgage Loan Origination Division (Retail, Consumer Direct, Wholesale and Correspondent Loans).• Created structured in-take, review, rating and approval model for new initiatives impacting Mortgage Production. • Created Compliance Management routines and process to ensure adherence with mitigating risk and successful integration of initiatives.• Created regulatory, audit and risk governance role and process for centralized coordination, reporting and oversite (audit / regulatory exams, agency / investor reviews, management action plans, and quality control).

Jacksonville, Florida

Promoted to direct engagement / integration of all key product initiatives for large commercial / corporate clients for Commercial Card / Global Card, Treasury, Credit, Portal, Deposit Account Management, and Technical Implementations. Client Service Project Leader for multiple high-impact initiatives. • Consolidated vault locations nationwide, eliminating or outsourcing eight vaults to achieve significant reduction in expenses.• Revamped product integration model as a result of merging Servicing and Fulfillment organizations, eliminating redundancies and creating single point of contact, strengthening structure / governance, risk mitigation, implementing roadmaps to position staff for success.• Slashed transportation expenses through Banking Center Remote Capture initiative, implementing imaging process for 16 thousand banking centers and eliminating daily physical transport process.• Facilitated password change process for 40 thousand large corporate, commercial and Business Banking Clients nationwide.

Jacksonville, Florida

Promoted to position Client Fulfillment teams for successful integration of new products in U.S., Latin America, Canada, Europe, and Asia and to direct Client Experience Response Team (CERT) for centralized executive escalation management for large commercial and corporate clients. • Established Client Experience Response Team concept to centralize escalation processes, enabling achievement of key client success metrics within 5 months of implementation: reducing escalations as part of overall workflow to 1 percent goal from 1.6 percent, handling cases within 24 hours to 59% goal from 50%.• Enhanced communication processes through SharePoint site for all escalation units, creating monthly reporting to identify trends and increase accountability.• Upgraded product integration model/governance routines to protect the business and mitigate risk. • Pioneered single point of contact approach to strengthen impact assessment process for new products, analyzing risks before product rollout, increasing governance to protect overall corporate business objectives

Jacksonville, Florida

Promoted to role with national scope, focusing on strategic leadership for servicing centers in Jacksonville, FL, Sacramento, CA, Brea, CA. Worked closely with State of California and other city, state and local clients regarding wire transactions, loans / credit products, opening / closing accounts, payroll services, credit card products. • Boosted “highly satisfied” client rating to 75 percent from 62 percent in monthly surveys by strengthening client interaction through improved communication / quality control, tracking of requests, and prompt response to client needs.• Initiated client Reach Out and Reporting System to provide detailed tracking of workflow.

Boston, Massachusetts

Chosen for interim assignment in Boston, MA, to salvage relationship with retail giant Walmart by analyzing, redesigning and implementing enhanced servicing model in wake of Bank of America acquisition of FleetBoston Financial. Managed Walmart servicing team. • Identified / investigated servicing complaints involving 800-location Walmart relationship accounting for $10M annual revenue by creating customer service survey sent to all locations and reinforcing Bank of America commitment to solving problems. As a result, relationship was salvaged, joining existing 700-location Walmart account to create 1,500-location account nationally.• Revamped servicing model, including Walmart Playbook, new / enhanced telephone solution to correct complaints about mis-routing of calls.• Designed Client Pulse Survey for existing 700-location Walmart account to ensure commitment to client satisfaction.

Jacksonville, Florida

Promoted to direct Client Service Team managers supporting Demand Deposit, Loan and Treasury Management Servicing for middle market/large corporate clients in multiple industries: government, healthcare, and retail. • Achieved goals in “highly satisfied” client rating by improving to 71 percent from 57 percent in monthly surveys and Associate Satisfaction to 81 percent from 72 percent in annual survey by developing / implementing key performance metrics, including performance assessment / employee development plan, customer service call monitoring.• Founded centralized 10-member Jacksonville team to augment expertise of staff interacting with government clients and their unique needs.• Established Dedicated Service Team model to align staff members’ expertise with clients based on specific industry, ensuring client requests serviced by specialized representatives. Team model provided flexibility in maintaining service levels when assigned representatives were unavailable.

Jacksonville, Florida

Directed operations of Client Service, Accounting Control, Quality Control, Payment Processing, Letters of Credit and Specialized Loan Support Teams. Supervised overall team of 100, segmented by functional units in Southeast, Midwest, Mid-Atlantic territories.• Automated lockbox process, slashing manual posting of payments by 90 percent, reducing headcount to 3 from 10 and centralizing workflow to yield $300K annual savings.• Upgraded customer service performance at 2 centers serving commercial clients, reducing errors by 52 percent, boosting Sigma Rating to 5.21 from 4.68, improving Associate Satisfaction to 88 percent from 76 percent by identifying root causes of errors and correcting through education / training.

Jacksonville, Florida

Directed Client Service Specialists supporting Commercial/Corporate, Business and Premier Banking Loans for general bank portfolio. Supervised 25 associates in Southeast, Midwest, Mid-Atlantic territories. Led Transition Team in 2-month process to merge Barnett Bank with NationsBank.• Optimized customer service processes, resulting in boosting phone answering metrics to 99 percent from 87 percent, slashing average research request turnaround time to within 48 hours from 5 days by implementing research database to monitor requests/analyze problems and deploying temporary team to attack backlog of requests.• Client Service Lead for conversion of Barnett Bank BILS Commercial Loan system to NationsBank AFS system.

Jacksonville, Florida

Directed $25M budget/profit plan preparation, capital expenditures, staffing, financial results and fixed asset administration, tracking of changes in division financial plan, overhead allocation/pricing.

Jacksonville, Florida

Directed operations involving client satisfaction survey, service level agreement administration, financial analysis/reporting, business continuity management, policy, forms/procedure redesign, communication, implementation.• Revamped design of banking center tickets to reduce errors.• Led planning to deal with hurricanes, including communications systems to ensure continued business operations in event of storm, disaster recovery plans.

Jacksonville, Florida

Directed end-to-end management of Paid Loan, Payment Processing teams handling commercial loans. Supervised 10-member team in Paid Loan, 15-member team in Payment Processing. • Transformed workflow processes for Paid Loan team, implementing system to divide responsibilities among members and eliminating backlog/errors resulting from previous system of assigning all tasks to each team member.

West Palm Beach, Florida