Andrea Whitley
Raleigh,NC
Summary
Knowledgeable Business Support Specialist bringing more than 16 years of experience in banking. Successful coordinating and processing physical and digital documents. Strengths include open communication, critical thinking and data analysis.
Overview
16
16
years of professional experience
Work History
Business Support Specialist II EA Bk - Trust Operations
First Citizens Bank – Wealth Management
01.2022 - Current
- Assist First Citizens Wealth Management employees statewide with adding and maintaining fee coding on client’s trust accounts to ensure clients are receiving correct fee based on negotiated fee schedules and market values, by running and reviewing monthly reports of 400+ accounts receiving fees.
- Serve as Subject Matter Expert (SME) on anything related to fees and combining of accounts for fee purposes, particularly in alignment with account openings and closings.
- Create/update procedures as well as training employees on fee overview through PowerPoint presentations.
- Assist with ad hoc maintenance requests submitted through Capital Base, pertaining to trust accounts in Trust Desk, requested by First Citizens Wealth Management employees statewide.
- Prepares accurate reports for management review, aiding in informed decision-making processes.
- Provides expert support and troubleshooting via telephone and web chat services.
Manager - Trust Operations
State Employees’ Credit Union
04.2020 - 10.2022
- Assisted employees statewide with complex products and services such as notary services, signature guarantee, powers of attorney, guardianships, SSA Representative Payees, VA Federal Fiduciaries, payable on death accounts, NCUA insurance, UTMA, personal agency, wills, trusts, estates, and estate settlement, alongside Legal Services.
- Assisted team with answering 300+ calls daily.
- Served as Subject Matter Expert (SME) of products and services above and work with Employee Education to ensure employee resources are up to date.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Trust Operations Officer
State Employees’ Credit Union
05.2017 - 04.2020
- Researched legal and compliance issues as needed for all Trust Services related subject matter
- Served as a Trust Representative by helping educate members about their estate planning options
- Assisted statewide personnel with complex products and services such as notary services, signature guarantee, powers of attorney, guardianships, SSA Representative Payees, VA Federal Fiduciaries, payable on death accounts, NCUA insurance, UTMA, personal agency, wills, trusts, estates, and estate settlement.
Account Services Specialist
State Employees’ Credit Union
02.2015 - 05.2017
- Responsible for IRS Tax Levy Processing and handling Child Support, NC state, county and city garnishments, as well as court orders
- Responsible for assisting with specific aspects of the Escheat process (processing returned notices, answering branch questions, etc.)
- Responsible for creating and updating department procedures.
MARGO System Design Analyst
State Employees’ Credit Union
05.2013 - 02.2015
- Engage with other operations department personnel and end users to gather, analyze, document and review the requirements needed to introduce changes to the Teller and Platform system
- Develop and review technical Change Request and Software Requirement Specifications documents
- Document and review host integration requirements
- Collaborate with other operations departments to automate existing or new processes with MARGO’s Service Request Workflow module
- Engage in direct communication with the MARGO IS Application Support and Development team to complete technical design.
Teller/Financial Services Representative
State Employees’ Credit Union
06.2008 - 05.2013
- Handle establishment of new membership, open accounts
- Key all required transactions into the Margo system and balance cash drawer with accuracy
- Balance the vault, ATM, TCD and coin sorter
- Operate drive-thru window as needed
- Prepare, order, and verify cash delivery and shipment once a week
- Assist members with account problems, checking reconciliations, or errors in transactions.
Education
B.A. in Religion and Philosophy -
Campbell University
Buies Creek, NC05.2008
Skills
- Back Office Client Support
- Documentation abilities
- Billing/Fees
- Troubleshooting skills
- Report Generation
- Teamwork and Collaboration
- Organizational Skills
- Multitasking
- Reliability
- Task Prioritization
- Staff education and training
Professional Designations
Accredited Trust & Financial Advisor, 07/01/17
Timeline
Business Support Specialist II EA Bk - Trust Operations
First Citizens Bank – Wealth Management
01.2022 - Current
Manager - Trust Operations
State Employees’ Credit Union
04.2020 - 10.2022
Trust Operations Officer
State Employees’ Credit Union
05.2017 - 04.2020
Account Services Specialist
State Employees’ Credit Union
02.2015 - 05.2017
MARGO System Design Analyst
State Employees’ Credit Union
05.2013 - 02.2015
Teller/Financial Services Representative
State Employees’ Credit Union
06.2008 - 05.2013
B.A. in Religion and Philosophy -
Campbell University
Similar Profiles
Greg McEvoyGreg McEvoy
Vice President - Private Wealth Advisor at U.S. Bank Private Wealth ManagementVice President - Private Wealth Advisor at U.S. Bank Private Wealth Management
Latasha ThompsonLatasha Thompson
Customer Service Representative at Randstad/ Bank Of America Wealth Management ClientCustomer Service Representative at Randstad/ Bank Of America Wealth Management Client
JEROME RISBROOKEJEROME RISBROOKE
Facilities Project Officer at First Citizens Bank - Group Facilities Management ServicesFacilities Project Officer at First Citizens Bank - Group Facilities Management Services