Cathy Jackson
Sandston,VA
Summary
Versatile financial services professional with outstanding relationship-building and problem-solving skills. Expertise in Customer Care Center Leadership, Retail Bank Operations and Compliance. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Customer Care Operations Manager
Primis Bank
Glen Allen , VA
09.2013 - 10.2023
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Delegated work to staff, setting priorities and goals.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Prepared staff work schedules and assigned team members to specific duties.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Loss Mitigation Specialist
SunTrust Mortgage
Richmond, VA
03.2012 - 06.2013
- Assisted in resolving customer inquiries regarding loan modifications and foreclosure prevention options.
- Partner with Home Preservation Client Representative and Negotiator to insure positive, timely communication with customers.
- Utilize Clarifier, MSP, PLX, to review necessary documents including Uniform Borrower Assistance form, sales contracts, HUD 1 and numerous income verification documents.
Compliance Analyst
Wells Fargo Advisors
Richmond, VA
08.2010 - 02.2012
- Helped to investigate fraud and identify risks in collaboration with risk management staff.
- Review and approve daily international wire requests to support firm's anti-money laundering initiatives.
- Perform outbound emails/phone calls to team mates for additional information on accounts.
- Utilize Smart Station to review client data and evaluate money movements on accounts.
- Supported internal and external auditing teams conducting impartial compliance reviews.
- Report suspicious activity through SAR filings.
Quality Assurance Analyst
Mortgage Outreach Services, Inc
Richmond, VA
02.2009 - 04.2010
- Collaborated with management to develop, design, and create a Quality Assurance department for a growing mortgage solution company.
- Participated in daily team meetings providing status updates on projects assigned.
- Provide documentation to management for coaching associates to meet service quality standards.
- Assisted with phone contact during periods of high call volume.
Compliance Specialist
Wachovia Securities
Richmond, VA
06.2004 - 01.2009
- Completed in-depth reviews of audit reports, client actions and monitoring activities.
- Maintained detailed database of compliance data, activities and actions taken.
- Led team in reviewing and analyzing firm's compliance with coding issue on 6,000+ employee brokerage accounts inherited in merger.
- Cross trained on registration procedures that addressed legal issues surrounding new and renewal of associate's licenses in all 50 states.
- Earned Series 7 certification to strengthen knowledge of securities industry.
Retail Banking Manager
Wachovia Bank
Richmond, VA
02.1991 - 12.2003
- Provided operational support for the Richmond South District encompassing 16 financial centers.
- Facilitated training of branch associates on loss prevention, federal bank regulations and operational policies.
- Resolved escalated customer complaints promptly and efficiently.
- Managed the daily operations of the bank's retail business line.
- Monitored sales performance of team members against established goals.
- Selected to give leadership and direction to underperforming team. Results delivered was improved customer service level and operational efficiency to one of top three branches in Richmond area.
- Coordinated activities with other departments within the bank.
- Served as a mentor to junior staff members providing guidance on banking practices and procedures.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Education
BBA - Management
James Madison University
Harrisonburg, VA05-1979
Skills
- Process Improvement
- Customer Retention
- Logistics Oversight
- Performance reporting
- Workflow Optimization
- Employee Motivation
- Schedule Management
- Staff Training
- Operations Monitoring
- Cross-Functional Collaboration
- Performance monitoring
- Process Improvements
- Decision-Making
- Customer Service
Certification
- Series 6, 7, 63, 65, 66 Securities Licenses
Timeline
Customer Care Operations Manager
Primis Bank
09.2013 - 10.2023
Loss Mitigation Specialist
SunTrust Mortgage
03.2012 - 06.2013
Compliance Analyst
Wells Fargo Advisors
08.2010 - 02.2012
Quality Assurance Analyst
Mortgage Outreach Services, Inc
02.2009 - 04.2010
Compliance Specialist
Wachovia Securities
06.2004 - 01.2009
Retail Banking Manager
Wachovia Bank
02.1991 - 12.2003
- Series 6, 7, 63, 65, 66 Securities Licenses
BBA - Management
James Madison University
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