Increase knowledge of the banking and information technology industry; further my career, and experience in the field.
Work Experience:
2007-Present Washington Mutual Bank San Antonio, Texas Audit & Compliance Compliance Specialist II
Work under general supervision of Audit & Compliance Manager during audits and when developing compliance-related assessments.
Work with Policies and Procedures Department to ensure the activity conducted within the business unit is in compliance with the law and possesses general knowledge of industry practices, techniques and standards.
Maintain &/or implement operational controls & standards; monitor ongoing operations & adjust to meet changing conditions; ensure compliance with established controls & standards for all functions.
Ensure compliance to external regulatory and internal policy requirements in a call center environment.
Identify Compliance issues, Risk assessments & work to resolve with needed departments.
Perform & gather audits from all vendor and domestic sites.
Liaison for Enterprise Contact Center on Investor Audits (Office of Thrift Supervision, Service & Poor 500, Fitch.)
2006-2007 Washington Mutual Bank San Antonio, Texas Enterprise Customer Care Customer Service Manager Sr.
Assigned special projects and assignments to assist in the start-up and transitions of San Antonio call center.
Training and Transition manager of New Hire employees from February-June 2006
Coordinate staff training: ensure staff attend appropriate classes; provide staff with updated polices/procedures & product/service information; remain aware of individual needs for additional training; organize resources to ensure training goals are met.
Mentor and Train New Managers to WaMu.
Assist in start-up of new queues such as Special Products Group to San Antonio
Subject Matter expert for other departments
Align with all departments within Washington Mutual’s San Antonio call center to ensure proper set-up and implementation of new processes and procedures
Provide Leadership for staff: Model desired behavior; ensure staff receives training & support; coach staff to equip them with tools for successful performance.
2003-2005 Washington Mutual Bank Albion, New York Enterprise Contact Center Customer Service Manager
Manage staff: Supervise and evaluate work. Motivate, train, and develop staff. Conduct performance reviews, recommend promotion and salary changes. Keep staff apprised of all matters relevant to successful job performance; confer with higher level authority in determining & executing employee discipline beyond authority.
Monitor workflow, schedules & operating efficiency; organize work routine for most efficient operation. Prepare reports
Provide problem-solving support for complex &/or angry customer calls that require the attention of a supervisor; as needed, speak to customers to provide complex research & diffuse situations.
Track & Compile performance data to measure performance standards to improve operating efficiency.
Assist & support Telephone Bankers with operating procedures.
Research; troubleshoot, analyze and remedy customer problems.
Maintain proficiency in all WaMu products, services, policies and procedures
Communicate with customers with escalated concerns.
2002-2003 Washington Mutual Bank Albion, New York Telephone & Online Banking Telephone & Online Banking Escalation Specialist
Act as liaison between the customer and various WaMu departments to obtain responses and/or resolutions to problems.
Communicate with customers with escalated concerns.
Assist & support Telephone Bankers with operating procedures.
Provide Technical support, such as addressing unusual customer requests or Research; troubleshoot, analyze and remedy customer problems.
Maintain proficiency in all WaMu products, services, policies and procedures
Assist Customer Service Managers with meeting performance targets, team management & act on Manager’s behalf as assigned.
