Hattie Scott

• Lead a team of 23–30 specialists/analysts supporting deposit review and potential fraud activity, ensuring daily work is completed accurately and on time.
• Run escalation and in-line support processes including triage, decisioning, documentation, and timely stakeholder communication.
• Own daily team metrics, including tracking and reporting team error percentage and production/quality results; identify drivers and trends.
• Deliver targeted training and coaching based on error trends, reinforcing best practices, procedures, and decision consistency.
• Perform end-to-end quality reviews of escalations to confirm accuracy, completeness, and policy/Reg CC alignment; flag exceptions and recommend corrective actions.
• Provide direct production support during high-volume periods by working escalations/alerts as needed and helping maintain productivity and quality targets.
• Analyze large volumes of deposit data (Excel-based analysis) to identify anomalies/red flags and emerging patterns; refine detection approach to improve accuracy and reduce false positives.
• Support QA/audit requests by compiling documentation, providing case walkthroughs, and responding to follow-ups within required timelines.
• Partner cross-functionally with LRCC, Risk Management, Compliance, and Customer Service to coordinate investigations and strengthen prevention/remediation outcomes; prepare concise PowerPoint-ready updates for leadership.

• Resolved complex issues by researching multiple systems/records and applying SOP-driven controls with strong written documentation.
• Processed transactions/cases in accordance with SOP while managing daily volumes to meet service-level expectations.
• Provided floor support and side-by-side coaching, monitored performance, and delivered quality/production feedback to reinforce expectations and close gaps.
• Investigated, documented, and escalated issues as appropriate; coordinated with partner teams and escalated potential compliance concerns.

Checked bags at security entrance to ensure safety compliance

• Monitored security of people and premises to prevent unauthorized access
• Completed vehicle, building, and perimeter checks during assigned patrol shifts.

Customer Service