Supported team in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Mentored and coached team members on different XTRAC subtypes.
Handled Monthly Calibration reporting and team meeting for Withdrawals
Offered numerous ideas to improve quality team member workflow.
Created QCMAT - Quality Control Macro Automation Team
Transaction Processing Representative III
Fidelity Investments
09.2023 - 09.2024
Processing the following back office transactions: All hardship withdrawal types, Standard loans, Loan refinances, Loan re-amortization, Loan defaults, IMM Nigos, DPSP transactions, Stop and allocates, and standard withdrawals.
Extremely high processing rate while maintaining top performance stats on the Money out team. I have processed more than 13,000 transactions for the performance year so far with less than 10 QC fails.
Trained and mentored a team of 12 Hardship specific loaners to assist the onshore team with hardship volume.
Electronic Response Representative
Fidelity Investments
09.2021 - 09.2023
DC and HW electronic chats through NetBenefits chat.