Experience

The Bancorp

• United States
• Banking
• 500 - 600 Employee

• VP Relationship Manager

  • Jan 2018 - Present

  • Serve as the primary liaison to Institutional Banking’s largest Key Account overseeing all banking services and solutions provided to the Key Account and serving as the main escalation point for any service related issues• Maintain solid understanding of the Key Account’s business and priorities to determine how the bank can support their goals and objectives• Create and identify cross-selling opportunities for Bancorp products and services and assist the sales teams in executing sales agendas with the Key Account• Continually review program for enhancements based on competitive review and company capabilities, propose and oversee rollout of new initiatives• Educate Key Account associates and advisor market on Bancorp products and services via formal training, participation in national and regional sales meetings, conferences and key advisor firm visits Show less

• VP Client Experience Manager

  • Feb 2017 - Jan 2018

  • Directly managed the Institutional Banking (IB) Client Experience team• Responsible for reporting and adhering to service level agreements• Maintained strong knowledge of all Institutional Banking lending and deposit products and their supporting systems• Maintained existing Client Experience policies, procedures and education material and developed new material as needed• Developed and maintained strong relationships with supporting Operations, Legal and Compliance departments to ensure IB experience expectations were consistent throughout the organization Show less

• Project Services Manager

  • Jan 2016 - Feb 2017



The Bancorp

• United States
• Banking
• 500 - 600 Employee

• Vendor Manager

  • Oct 2013 - Jan 2016

  • Ensured that The Bancorp culture and vision is upheld by the outsource vendors in a manner that is consistent with The Bancorp’s brand• Actively participated in all Customer Care projects to determine level of involvement ofvendor staff and ensure new practices were feasible from the ability to support without compromising the customer experience• Worked directly with the vendor sites in reporting issues and developing resolutions• Maintained strong knowledge of MSAs and SOWs to ensure vendor practices were in line with expectations, recognized and communicated opportunities for improvement and participated in contract negotiations• Provided direct oversight to the Onsite Manager and vendor teams supporting The Bancorp• Oversaw vendor sites to ensure they were adhering to operational policies and were compliant with The Bancorp’s policies and procedures• Ensured the customer experience provided by the vendor sites was consistent with The Bancorp’s quality expectations Show less

• Education Specialist

  • Sep 2011 - Oct 2013

  • Delivered and designed the Customer Service training curriculum, including classroom lectures, self-study sessions and remote training for third party vendor• Delivered new employee and existing employee development to improve employee knowledge• Worked directly with Management and Quality to assess the developmental needs of individual staffmembers through classroom and on-the-job observation• Formulate plans for additional training and coaching for employees• Monitor and report the effectiveness of employee training Show less

• Quality & Education Specialist

  • Nov 2010 - Sep 2011

  • Maintained training material to ensure all information was up-to-date• Enforced quality standards through monthly quality monitoring• Provided classroom support for Learning Specialist and Quality & Education Manager• Responsible for New Hire Integration



The Bancorp

• Wilmington, Delaware

• Career Development Trainee

  • Jan 2009 - Nov 2010

  • Rotated through core business units of the bank to prepare for future leadership opportunities • Core business units included: Call Center, Operations, Healthcare, Wealth Management, Commercial Lending, Leasing, Fraud & Compliance, Business Development, Merchant Services, Payment Solutions • Rotated through core business units of the bank to prepare for future leadership opportunities • Core business units included: Call Center, Operations, Healthcare, Wealth Management, Commercial Lending, Leasing, Fraud & Compliance, Business Development, Merchant Services, Payment Solutions