- Led a diverse team responsible for processing ACH/check adjustments, general ledger transactions, along with researching complex client escalations, visa card issues and production issues.- Managed transactional risk by reviewing daily transactions for high risk processes and conducting a monthly transactional review for other transactions.- Developed and delivered a complete training plan for onboarding a brand new team in a different geographical location.

- Assigned project ideas, used resources to analyze the idea, identified downstream impacts, recommend to leadership the project feasibility, and worked with project manager to start building business requirements- Represented my department on projects which included user case creation, identifying/researching project bugs, certifying project install, updating procedures, training employees and partnering with other business partners impacted by the project.

- Point of contact for other departments to help research complex escalations.- Created a liaison program to help educated our business partners on our products, systems and common escalations which resulted in a 30% reduction in escalations from those departments.- Worked on process improvements that would eliminate client and customer pain points.

- Supported more than 50 clients daily, increasing customer satisfaction and loyalty- Placed trades, realized business development opportunities, and researched investments- Research and resolve account opening issues between bank and brokerage operations- Educated bank policy and procedures daily with brokerage employees