Risk

• Managing a team of researchers that handle highly sensitive client account concerns escalated through high-risk channels in a highly complex environment
• Ensuring timely and effective resolution, delivery of exceptional service while maintaining a seamless and positive client experience
• Providing strategic direction and support to the team to achieve key performance indicators
• Conducting performance reviews, hiring, onboarding and team retention.
• Executing a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
• Analyzing data, identifying trends, and providing recommendations and a corresponding action plan to drive overall performance improvement
• Handling escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures
• Managing competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
• Inspecting and evaluating employee results, ensuring coaching is implemented, and focusing on the key behaviors that drive desired results

Consumer Specialty Team Manager – NARC High Risk Review

Associate – Healthcare Risk Consulting