Summary
Overview
Work History
Education
Skills
Timeline
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KAREN MAIER

Metairie,LA

Summary

Senior Management Professional with experience in the banking and retail industries; negotiates situations effectively, listens attentively and provides constructive feedback. Proven leader with financial and operational experience that includes team building, developing policies, work plans, managing projects and analyzing data. Experienced in all aspects of customer service, marketing, as well as Human Resource and staffing responsibilities. Broad understanding and knowledge of financial services industry with emphasis on accounting principles. Proficient in Microsoft Office Suite Products, Great Plains and running SQL queries.

Overview

28
28
years of professional experience

Work History

Emerging Payments Relationship Manager

Hancock Whitney Bank
New Orleans, LA
05.2020 - Current
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Proactively managed, developed, and expanded 50 out of the top 200 Commercial Credit Card Clients with an annual revenue exceeding $20,000.
    • Assist with developing and executing strategy for consistently achieving customer loyalty and satisfaction, retention, and profitability goals.
    • Ensure client satisfaction by delivering best-in-class service through effective communication, swift resolution of customer inquiries and requests, sound decision making, and problem solving.
    • Proactively seek to create best-in-class customer experience supported by well
    managed and compliant operational infrastructure.
    • Serve as primary point of contact for implementations, projects, customer support
    escalations for VIP clients, business partners, and vendors. Proactively contact
    assigned clients on a regular basis to maintain a strong, working relationship with
    clients’ operational and senior management personnel.
    • Manage assigned high-value client relationship, including account implementation
    and, training, ongoing education and training, and other customer management tasks as required.
    • Maintain a strong knowledge base of Emerging Payments products and pricing. Educate clients and business partners on the products and services.
    • Serve as an escalation point for Emerging Payments Client Experience team.
    • Collaborate with key internal and external constituents to implement efficient and scalable processes, effective communication, and teamwork.
    • Contribute to the implementation and development of Emerging Payments strategies based on customer insights and direction from Senior Management team to support growth in client engagement and revenue. Proactively identify changes or enhancements needed to improve the quality of customer experience. Support improvement in end-to-end customer and associate experience.
    • Ensure regular communication with Senior Management to enable awareness of accomplishments, support needs, and performance issues with the LOB. Assist with customer management reporting necessary to effectively monitor individual processes, business unit, and company goals.
    • Understand and stay informed of industry developments, trends, and technology/product advances as well as revising initiatives to meet developing competitive and industry risks.
    • Leverage the vendor community, industry events and forums, and benchmarking to best-in-class providers.
    • Contribute to the development of new product offers, technology, or business growth opportunities through continuous monitoring of customer and business partner feedback, market trends, and competitor activities.
    • Identify and remove barriers that slow or prevent the successful attainment of program improvements.
    • Led demonstrations and implementations of VenPay programs and Expense Management providing continuous support for these systems.
    • Conducted annual reviews offering strategic advice to assist clients in achieving goals.
    • Spearheaded management and growth of top commercial card relationships in bank portfolio.
    • Decreased client friction by minimizing touch points within Emerging Payments team.
    • Monitored core credit ratings diligently ensuring financial stability.
    • System testing for new functionality and or upgrade for new interfaces.
    • Created guides and procedures.

Manager, Accounts Receivable Department

AUTO-CHLOR SERVICES
Jefferson, LA
04.2013 - 08.2019
  • Managed the daily and monthly process of ensuring the Accounting System calculates accurate invoicing, summarizes and reports weekly and monthly account charges accurately.
  • Responsible for supervising the accounting procedures of the company.
  • Assigns and Audits the work of the AR department.
  • Assures timely collection of money due to the corporation.
  • Weekly reporting of invoicing totals/aging totals/cash receipts/invoice adjustments.
  • Manage a staff of 5.
  • Engaged in more critical and confidential aspects of accounting.
  • Responsible for the development of policies, systems, and special financial projects.
  • Handles complex accounting issues using conceptual judgement.
  • Assures timely and accurate invoicing.
  • Manages cash application making sure all cash receipts are applied properly.
  • Makes recommendations to improve quality of invoicing and collection procedures.
  • Processed $76.9m in annual sales and collections.

Manager, Account Analysis Department

Capital One Bank
Metairie, LA
08.2003 - 05.2012
  • Managed the daily and monthly process ensuring the Account Analysis System calculates, summarizes and reports monthly commercial account activity charges accurately to assist in managing the commercial banking accounts.
  • Collected $200B annually in analysis fees.
  • Managed the daily processing of Analysis fees for approximately 70,000 Commercial customers throughout the Capital One platform.
  • Demonstrated problem solving and analytical reasoning abilities resulting in the recovery of $20B in analysis fees within 30 days.
  • Ensured all areas of departmental processing met all policies and procedures as well as Audit Compliance Regulations including Sarbanes Oxley achieving 100% compliance for nine years.
  • Coordinated the running of Oracle SQL queries to identify billing issues and database errors.
  • Assisted in company projects aligned with the Account Analysis Operational environment including converting two banks to the Capital One platform and upgrade enhancements.
  • Including control testing and data analysis.
  • Exceptional analysis skills with an ability to transform the needs of business users and stakeholders into functional/technical requirements.
  • Expert at analyzing, designing and reengineering system applications and business processes.
  • Experience in designing test plans, test scenarios, and test cases for integration, regression and user acceptance testing.
  • Experienced in implementation training of new processes of technology and conducted staff training.
  • Lead Manager for handling Disaster Recovery and Business Continuity.
  • Capable of quickly learning technologies and systems that are organization/project specific.

Personal Banker

Capital One Bank
Metairie, LA
08.2002 - 08.2003
  • Marketed, developed, and maintained the sale of banking products and services by generating and following up leads.
  • Worked with prospective and existing customers to assess potential overall banking needs.
  • Met or exceed current sales revenue goals by selling and cross-selling bank products and services to retail, mortgage and small business customers that satisfy the financial needs and goals of the customer; refer qualified customer leads to HIS, Mortgage, Business Banking, and Private Banking.

Supervisor Lockbox

Capital One Bank
New Orleans, LA
10.1997 - 08.2002
  • Managed the daily processing of lockbox payments.
  • Tested and implemented software upgrades.
  • Managed a staff of 12 to 35 associates in daily operational processes.
  • Issued resolutions to maintain Human Resource guidelines.
  • Created system-generated customer output files and maintained customer service levels.
  • Trained over 60 associates in managers group the 7 Habits of Highly Effective People.

Education

MBA - Accounting

STRAYER UNIVERSITY
New Orleans, LA
03.2022

Bachelor of Science -

LOUISIANA STATE UNIVERSITY

Skills

  • Accounting
  • Accounts Receivable
  • Banking
  • Billing
  • Business processes
  • Cash receipts
  • Computer training
  • Customer service
  • Data analysis
  • Database
  • Disaster Recovery
  • Financial
  • Goal Setting
  • Human Resource
  • Invoicing
  • Managing
  • Oracle SQL
  • Development of policies and processes
  • Problem solving
  • Quality
  • Reporting
  • Sarbanes Oxley
  • Supervising
  • Upgrades
  • Staff development
  • Systems and automation applications
  • Project management
  • Time management
  • Detail-oriented
  • Invoice processing
  • Advanced mathematical aptitude
  • Banking and financial services background
  • Dependable and reliable
  • Excellent multi-tasker
  • Staff training and development
  • Resolution-oriented
  • Usability testing
  • Gap analysis

Timeline

Emerging Payments Relationship Manager

Hancock Whitney Bank
05.2020 - Current

Manager, Accounts Receivable Department

AUTO-CHLOR SERVICES
04.2013 - 08.2019

Manager, Account Analysis Department

Capital One Bank
08.2003 - 05.2012

Personal Banker

Capital One Bank
08.2002 - 08.2003

Supervisor Lockbox

Capital One Bank
10.1997 - 08.2002

MBA - Accounting

STRAYER UNIVERSITY

Bachelor of Science -

LOUISIANA STATE UNIVERSITY

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KAREN MAIER