Bethany Jones

Conducted investigations on low to moderate risk cases and complex matters, gathering evidence to support decision-making.

Utilized technology expertise to collect, analyze, and preserve evidence, ensuring compliance with legal standards.

• Supported internal investigation programs for high-risk cases, making risk-based decisions aligned with company policy.
• Analyzed complex allegations using independent judgment aligned with company policy and employment law.
• Collaborated with cross-functional teams, including employee relations and legal counsel, to resolve issues.
• Acted as primary client contact for assigned casework, effectively communicating findings to stakeholders and leadership.
• Reviewed and updated policies and procedures, ensuring compliance with regulatory frameworks.

• Delivered employee relations guidance to employees and managers on HR policies, performance, attendance, conduct, and workplace conflict, ensuring fair and consistent application of company standards.
• Managed ER consultations through the case management system, resolving low‑complexity issues with professionalism, empathy, and adherence to regulatory and internal requirements.
• Supported escalated ER matters by reviewing investigative findings, ensuring alignment with internal controls, SLAs, documentation standards, and compliance expectations.
• Partnered with HR/ER teams, business leaders, and cross‑functional partners to address workplace concerns and promote a positive, compliant, and productive work environment.
• Contributed to policy and process improvements by identifying gaps, recommending enhancements, and leveraging data and analytics to strengthen ER practices and decision‑making.
• Maintained accurate, timely case documentation to support reporting, trend analysis, and audit readiness.
• Provided Manager Center support by guiding leaders through HR policies, procedures, and available tools to ensure consistent and effective people‑management practices.
• Delivered disaster relief support to employees nationwide by coordinating resources, providing guidance, and assisting with next steps during crisis events.
• Served as a benefits Specialist by educating employees on available programs, assisting with annual enrollment, and providing individualized support based on employee needs.

Online Banking Representative Banker Coach Military Banking Specialist Facilitator

Delivered high‑touch, white‑glove service to military clients, ensuring compliance with Servicemembers Civil Relief Act (SCRA) and enhancing client satisfaction.

• Managed the primary point of contact for SCRA benefits, coordinating accurate processing, documentation, and compliance.
• Built a strong foundation in customer service, training, and military banking through progressive roles supporting high‑volume inquiries, financial issue resolution, and specialized SCRA services.
• Managed high‑volume inbound and outbound inquiries while consistently meeting SLAs, quality standards, and performance metrics.
• Resolved complex financial issues through effective de‑escalation, education, and cross‑functional coordination.
• Conducted short‑term financial planning and account audits, facilitating referrals to specialized departments for enhanced customer support.
• Ensured accurate documentation and adherence to regulatory and internal compliance requirements.
• Coordinated with service members, families, and third‑party representatives to resolve complex inquiries.
• Trained and coached new hires during onboarding and OJT, developing training materials, job aids, and best‑practice guides.
• Served as a subject matter expert (SME) for policy and procedure, providing real‑time floor support to tenured and new team members.
• Facilitated QA calibrations to ensure consistency in service delivery and policy interpretation.
• Managed escalations, team performance, and daily workflow management while serving as interim supervisor.
• Designed centralized platform for tracking advanced customer situations, documenting timelines from intake through resolution to streamline inquiry management.
• Developed and facilitated a cross‑LOB course to improve customer experience survey scores, strengthening foundational service skills.
• Managed escalations, coaching, and team performance as interim supervisor.
• Designed coursework, digital materials, and structured learning paths for new hires entering the Military Banking role.
• Delivered training on systems, processes, and service expectations, ensuring readiness to provide white‑glove support to military clients.
• Reinforced service excellence through hands‑on instruction, scenario‑based learning, and performance coaching.