Andrea Mather
Plattsmouth,NE
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
16
16
years of professional experience
Work History
OPERATIONS MANAGER, VP
BANK OF THE WEST/BMO
07.2021 - Current
- Oversaw the Consumer Lending Operations team including the documentation preparation, loan funding, and accounting teams
- Created procedures and processes to achieve a high level of operational efficiency with proper internal controls
- Implemented quality control changes to reduce production errors and regulatory risk while maintaining SLA and KPI metrics
- Streamlined business unit’s approach to the general ledger to reduce operational loss exposure by implementing standard policies and practices for reconciliation
- Decreased end to end turn times by introducing statistical performance reporting to identify performance management needs
- Assisted in preparation of business plans, budgets, capacity plans and goal setting
- Exceeded budgeted goals month over month to close $500M in loans during the fiscal year.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
SR CONTROLS AND GOVERNANCE OFFICER, AVP
BANK OF THE WEST
06.2019 - 07.2021
- Acted as the first line of defense and subject matter expert to assist Business Unit Relationship Managers (BURMs) with all aspects of the Third-Party Risk Management Program and lifecycle
- Contributed to the planning and due diligence of onboarding a new vendor relationship or expanding existing vendor services within assigned business unit
- Coordinated periodic review activities for third party vendors including compliance and risk assessments with appropriate parities not limited to GLBA, UDAPP, Reg B and Reg E
- Assisted in identifying solutions to help remediate findings steaming from the periodic systematic and compliance reviews
- Examined current business practices to make recommendations for improving quality and efficiencies by utilizing outside vendors
- Evaluated data from the ongoing monitoring of vendors to reconcile differences and ensure consistency
- Assisted the BURM in generating the periodic review of their vendors to include performance adherence, root cause analysis of any IT problems, ongoing projects and customer complaint data.
- Compiled data for analysis and developed tracking and reporting.
OPERATIONS SUPERVISOR II, AVP
BANK OF THE WEST
01.2015 - 06.2019
- Audited the work of direct reports to ensure adherence to procedures and regulations including HMDA, PEL, MLA, Reg Z and Reg U
- Managed and coordinated delivery of systematic UAT testing for LaserPro, ALS and LoanCenter
- Introduced and implemented streamlined procedures for the Operations department
- Coached and developed individual employee’s strength to increase productivity and deliver strong customer satisfaction scores
- Provided final approval for loan funding via check or wire transactions and appropriate reconciliation for general ledgers
- Reduced the SLA for loan documentation delivery time by establishing a streamline workflow to increase output.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
CONVENIENCE BANKING TEAM LEAD
BANK OF THE WEST
07.2013 - 01.2015
- Conducted monthly call evaluations to ensure adherence to Bank policies and strong customer service
- Provide ongoing coaching and assistance to help increase production and improve customer satisfaction scores
- Took escalated calls from customer to find a satisfactory outcome while documenting the complaint and resolution within the Bank’s monitoring system
- Generated daily reporting for SLA adherence, KPI tracking, and turn times.
CONVENIENCE BANKING SPECIALIST II
BANK OF THE WEST
07.2011 - 07.2013
- Originated consumer loan, lines of credit and credit cards applications via phone and internet channels
- Followed Bank procedures to comply with federal regulations including NMLS, HMDA and the Patriot Act
- Communicated and coordinated with multiple business lines and outside parities on 2nd mortgage transactions to ensure closure occurred with the 1st mortgage request.
- Investigated and resolved account issues by offering applicable options to customers.
CUSTOMER SERVICE REPRESENTATIVE
LIBERTY BANK
03.2008 - 01.2011
- Handled customer cash, deposit and other basic teller transactions
- Opened deposit accounts for personal and business customers
- Handled online banking onboarding and inquiries for the Bank’s footprint
- Reviewed, organized and scanned customer’s financial documentation for loan applications.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Bachelor of Arts - History -
St. Cloud State University
06.2011
Skills
- Time Management
- Operational Risk
- Strong Attention to Detail
- Performance Management
- Problem Solving
- Root Cause Analysis
- Workflow Optimization
- Process Improvement Strategies
Timeline
OPERATIONS MANAGER, VP
BANK OF THE WEST/BMO
07.2021 - Current
SR CONTROLS AND GOVERNANCE OFFICER, AVP
BANK OF THE WEST
06.2019 - 07.2021
OPERATIONS SUPERVISOR II, AVP
BANK OF THE WEST
01.2015 - 06.2019
CONVENIENCE BANKING TEAM LEAD
BANK OF THE WEST
07.2013 - 01.2015
CONVENIENCE BANKING SPECIALIST II
BANK OF THE WEST
07.2011 - 07.2013
CUSTOMER SERVICE REPRESENTATIVE
LIBERTY BANK
03.2008 - 01.2011
Bachelor of Arts - History -
St. Cloud State University
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