Emily Knop
Elkhorn,NE
Summary
Hardworking Mom who has completed and received their MBA from Creighton University. Strong professional Financial Services Associate with knowledge of services and products related to 401k regulations and student loans. Adept at analyzing data, writing standard operating procedures, and calibrations.
Overview
9
9
years of professional experience
Work History
Workplace Investment Financial Associate
Fidelity Investments
08.2023 - Current
- Have kept quality scores above 95 on average with recent 98.33.
- As Resource POC, I have led team meetings and curated individual plans on improvement.
- Consistently on top of all of OMA in quality scores.
- Continue to provide feedback on process improvements all throughout training and with Agentbot platform.
Credit Risk Investigator
PayPal
04.2021 - 08.2023
- Assess and analyze possible fraud trends or patterns the fraudsters, utilizing multiple tools including but not limited to, SQL, Tableau, and internal systems
Interim Team Leader of Credit Risk
PayPal
11.2022 - 01.2023
- Coached and lead a team to meet department goals.
- Lead meetings and read outs with directors on performance.
- Work with other business units and managers to ensure successful collaboration.
Manager Over Credit Department Intern
PayPal
04.2022 - 06.2022
- Audited spreadsheets for quality purposes and review teammates work.
- Led call calibrations for all Team Managers and coached to resolutions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Accomplished adhoc requests with little timeframes including call reviews and creation of training materials.
Credit Risk Investigator Senior Specialist Intern
PayPal
02.2022 - 04.2022
- Coached teammates on quality improvements and best practices.
- Took inbound helpdesk calls.
- Audited Standard Operating Procedures for improvement and organized sharepoint page.
Solutions Agent
PayPal
01.2020 - 04.2021
- Took inbound calls for disputes on PayPal purchases
- Worked cases and determine outcome of disputes.
Senior Resolution Specialist/ Ombudsman
Nelnet
06.2019 - 11.2019
- Entrusted with highly confidential information about the organization and its constituents
- Address complaints that are submitted directly to the Department of Education, State Attorney Generals, Congressmen, as well as the Executive Team with Nelnet
- Formulate written responses and solutions for student loan borrowers as well as calling out to them and then finalizing cases with written follow up
Resolution Specialist
Nelnet
08.2016 - 06.2019
- Responded to incoming transfers from Customer Interaction Center associations on escalated borrowers or unique situations that require research
- Reviewed and analyzed escalated work items for review and completion
- Responded to incoming customer emails that require research and respond to social media posts
Advisor I
Nelnet
08.2015 - 08.2016
- Take inbound calls to assist customers with their account. Including but not limited to online access, payments, deferrals, or repayment plans
- Negotiate transactions in accordance with established laws, regulations, and policies
- Serve as a resource person within team as needed, including assisting new associates with training needs
Education
Master of Business Administration - MBA - Business Administration and Management, General
Creighton University's Heider College of Business
05.2019
Bachelor of Science (B.S.) - Business Administration and Management, General
Midland University
05.2015
Skills
- SQL
- Quality Reviews
- Microsoft Teams
- Dashboards
- Portfolio Management
- Research and Analysis
- Resource Allocation
- Strong Work Ethic
Timeline
Workplace Investment Financial Associate
Fidelity Investments
08.2023 - Current
Interim Team Leader of Credit Risk
PayPal
11.2022 - 01.2023
Manager Over Credit Department Intern
PayPal
04.2022 - 06.2022
Credit Risk Investigator Senior Specialist Intern
PayPal
02.2022 - 04.2022
Credit Risk Investigator
PayPal
04.2021 - 08.2023
Solutions Agent
PayPal
01.2020 - 04.2021
Senior Resolution Specialist/ Ombudsman
Nelnet
06.2019 - 11.2019
Resolution Specialist
Nelnet
08.2016 - 06.2019
Advisor I
Nelnet
08.2015 - 08.2016
Master of Business Administration - MBA - Business Administration and Management, General
Creighton University's Heider College of Business
Bachelor of Science (B.S.) - Business Administration and Management, General
Midland University
Actively learning ASL
I am learning ASL as a hobby to expand my knowledge and become bilingual. It is a casual setting and just want to help as many people as I can and ASL may help me to do that!
Actively learning ASL
I am learning ASL as a hobby to expand my knowledge and become bilingual. It is a casual setting and just want to help as many people as I can and ASL may help me to do that!
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