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7060 Deer Lodge Circle Unit 112
Jacksonville, FL 32256
Business Support Implementation Lead
16 years experience W2
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Proven financial services consultant with over 13 years' experience supporting the development and implementation of diverse portfolio of financial services and regulatory compliance. An effective leader and team player who is detail-oriented. Professionally skilled in effective decision making and problem solving, and analyzing risks to protect from legal, regulatory, and reputational risks. Highlights

  • Strong organization skills, attention to detail and accuracy
  • Provide technical expertise facilitating training to customers and partners within Business Banking
  • Strong computer skills, using dual screens, able to navigate multiple windows and applications, learning new technologies and tools
  • Maintain advanced knowledge of treasury products, including enhancements to existing services
  • Able to act decisively and manage multiple projects simultaneously.
  • 40-50 hours average weekly
  • Skilled in analyzing new policies, risks, regulations, and procedures to achieve overall objectives.
  • Excellent verbal/nonverbal communication skills, creating compelling service consultations for clients
  • High proficiency in the Microsoft Word, Power Point, and Excel
  • Demonstrate agility, flexibility, and practices self-development.
  • Subject matter expert for Cash Management Products: ACH, Bill Pay, Business Online Banking, Commercial Card, Lockbox, Positive Pay, Tokens, Remote Deposit Capture, SAFE Transmissions, and Wire Transfers.

Business Support Implementation Lead
Jan 2018 - Jan 2018
Jacksonville, FL
  • Demonstrate and promote a positive and cohesive team environment supportive of TIAA Bank's Core Values at all times.
  • Outstanding interpersonal relationship building and employee coaching and development skills.
  • Meet goals of the Business Banking departments.
  • Monitor employees work schedules, workload, and delegate responsibilities.
  • Provide oversight and direction to employees and other line of business associates.
  • Lead or participate in temporary or ongoing Business Banking Center projects or initiatives, which require related subject matter knowledge. Oversee and provide support to new projects and process implementations from initiation to delivery.
  • Responsible for seamless implementation of banking-related initiatives, escalating issues which are not addressed by current policies or standards, draft and implement possible solutions.
  • Provide resolutions to implementation issues and concerns, review of transaction-related requests and decide on these in full compliance as needed. Examples of implementations include: Online Banking, ACH, Wires, etc. to ensure used appropriately and according to NACHA, AML and OFAC guidelines.
  • Prepares special audit and control reports by collecting, analyzing, and summarizing operating information and trends.
  • Comprehend more advanced or infrequent client, system, or procedural issues and provide necessary guidance for timely resolution. Identify and escalate issues payment messages from Business Operations, AML, OFAC, etc.
  • Assign implementation requests to Business Support Relationship Specialists according to experience and training level with consideration of departmental prioritization procedures. Adjust assignments as needed to ensure service level objectives are met.
  • Escalate matters involving monetary exposure (i.e., improper approvals, suspicious requests, etc.) to the appropriate associate/approver per TIAA Bank's organizational charts and approval matrices.
  • Develops an accurate understanding and documentation of business processes and relevant risks and controls.
  • Consult with business management to define requirements, develop concepts and project schedules.
  • Document, report, and monitor action plans derived from Compliance, Audit and Regulatory testing and monitoring activities to senior management.
  • Ensure all departmental implementation and quality control procedures are strictly followed.
  • Ensure appropriate documentation is maintained for all initiatives and processes to support regulatory and audit requirements.
  • Update SARs, supporting documentation and other critical documents.
  • Monitor departmental tracking and processing logs to ensure accuracy and procedural compliance.
  • Assist with reconciling, investigating, and reviewing documents for compliance with applicable regulations and guidelines.
  • Recommend procedural, security, and other changes or improvements to benefit the overall departmental objectives and TIAA Bank's Core Values.
  • Maintain expertise on all current EverBank treasury management system, product, and service features, functionality, and pricing so that all related client inquiries and reported issues can be responded-to quickly and accurately.
  • Understand and be able to explain account analysis system functionality. Able to explain fees, earnings credits, compensating balances, and account analysis system functionality to both internal and external clients.
  • Comply with all appropriate banking regulations and all TIAA Bank policies and procedures including those regarding bank security and the code of conduct.
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Treasury Service Associate III
Information Technology
Jan 2006 - Jan 2017
Jacksonville, FL
N.A. Treasury Service Associate III
  • Developed and maintained a positive and effective working relationships with the internal and external partners
  • Provided work flow support to the team lead.
  • Partnered with leadership teams to implement strategic solutions to enhance the CSO Workflow Process.
  • Mentored new hires and effectively lead the team in management's absence.
  • Responsible for managing errors and eliminating risks.
  • Identified root cause, tracked progress and ensured results.
  • Responsible for supporting and working with internal partners by providing a complex variety of support services in account management, operations, documentation and technical support.
  • Served as a first point of contact for all escalations.
  • Delivered in-person Service Consultations, analyzing services, providing service recommendations and benefits.
  • Presented service inquiry history analysis to recommend potential products or process improvements.
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Non-cloudteam Skill
Supervision and Management
Florida State College at Jacksonville 2014
Accelerating Leaders Program, 0
Service Excellence Award, 0