Parent Awareness and Outreach Specialist

• Jul 2023 - Present

Quality Assurance Specialist I

• Apr 2019 - Mar 2023

-Performed quality assurance reviews of business processes by evaluating member contacts to ensure accuracy, compliance and consistent execution of internal processes and regulations to mitigate risk.-Provided guidance and utilized resources to assist team members on complex evaluations. -Upheld familiarity with internal processes and awareness of operational and regulatory changes while maintaining accuracy. -Uncovered multiple processes and resources that required improvements to reduce risk for the business and enhance member contact specialists’ resources. Show less

Member Solutions Relationship Specialist

• Nov 2014 - Apr 2019

-Provided direct coaching and leadership through various channels to member contact specialists on call quality and compliance by compiling team data, tracking errors, and sharing resources with team members.-Assisted with onboarding and restructured introductory training to help new hires gain a diverse perspective on providing white-glove service.-Aided Manager with time sensitive callbacks for complex member situations.

Financial Foundations Senior Specialist

• Oct 2012 - Dec 2014

-Retained member relationships by understanding member situations, providing knowledge based on their banking products and thereby deepening relationships.-Provided direct coaching with peers to maintain call quality for deepening member relationships and successful retaining tactics.-Reorganized and facilitated MRT on-boarding training to streamline training process to provide essential tools for new team members.

Financial Foundations Servicing Specialist

• Oct 2011 - Oct 2012

-Provided world-class service to members by assisting with complex banking needs.-Proficiently established new member accounts and deepened relationships based on individual needs.-Educated members on products and services to create superior member experience.

Servicing Transaction Specialist II

• Nov 2004 - Jan 2010

Supported Branch and Teller Manager in maintaining the branch environment in accordance with Wachovia guidelines to provide exceptional service to all clients. Supported Branch and Teller Manager in maintaining the branch environment in accordance with Wachovia guidelines to provide exceptional service to all clients.