Karey Wilson

Leadership and Strategic Oversight

• Lead and manage the Treasury Services Department, overseeing the administration and delivery of comprehensive cash management solutions for commercial business clients.
• Provide strategic direction and executive oversight for the IntraFi Insured Cash Sweep (ICS) and CDARS programs, ensuring alignment with client needs and organizational goals.
• Lead and cultivate a high-performing team, fostering a culture of excellence and a client-centric approach focused on delivering superior, concierge-level service.
• Stay ahead of emerging industry trends, leveraging insights to inform strategic decision-making, optimize resource allocation, and drive operational effectiveness.

Relationship Management and Stakeholder Engagement

• Build and nurture strong relationships with key stakeholders, including external clients, vendors, colleagues, and community leaders, to foster collaboration and support long-term business success.

Marketing and Communication Strategy

• Established and lead a highly successful social media program, enhancing brand visibility and client engagement across digital platforms.
• Manage and direct strategic marketing and communication initiatives, aligning them with organizational objectives and client needs to drive brand growth and market positioning.

• Led and managed the Deposit Operations Department.
• Provided lead support in many functional areas of banking operations (treasury services; ACH, wire, and check payment processing; online banking; debit cards, file maintenance, branch cash balancing, GL balancing, escheatment, OFAC compliance, levies/garnishments.
• Directed the social media initiatives and strategies.
• Assisted with various marketing initiatives.
• Championed cross-functional collaboration among departments, resulting in strengthened corporate culture, unified company vision and enhanced performance.
• Streamlined processes by conducting thorough operational audits and implementing best practices.
• Cultivated high-performing teams by fostering a culture of continuous learning and professional development, excellence and improved service delivery.

• Company Overview: Crescom Bank (now United Bank)
• Gathered information for internal audits through interviews and report research
• Articulated audit results, risks and recommendations to senior & executive management through well written audit reports
• Supported management through risk identification, control testing and process improvement procedures
• Developed audit programs for bank audits such as: Branch Operations, Collections, Accounting, Deposit Operations, Wires, & Branch
• Audits performed in my scope of work include: National Automated Clearing House Association (NACHA), Federal Deposit Insurance Corporation Improvement Act (FDICIA) [including Accounts Payable, ACH, Branch Cash, Deposit Operations, Entity Level Controls, Wire Transfers, and others], Collections, Bank Branches, Human Resources, General Accounting, Branch Operations, Deposit Operations, Wires and others as assigned
• Adhered to all bank policies and federal regulations

Leadership and Team Management

• Led and managed the Branch Support Team, comprising a Branch Support Specialist/Branch Auditor, Business Services Specialist, Document Review Specialist, and Branch Support Intern.
• Oversaw the online deposit account opening process and managed the portfolio of accounts opened online.
• Directed the customer experience and operational processes for account openings across branch locations.
• Supervised and analyzed the bank’s debit card platform, focusing on fraud detection and mitigation to reduce exposure within the debit card portfolio.
• Facilitated software platform conversions, serving as either project team lead or a key team member.
  

Training and Development

• Led training sessions for branch staff, covering bank policies, procedures, and customer service protocols.
• Developed, published, and regularly updated comprehensive training documentation.
• Provided expert guidance to branch personnel on handling complex customer service issues with tact and professionalism.

Operational Support and Process Improvement

• Acted as a primary point of contact for branches, offering support with compliance matters, documentation requirements, and customer service-related challenges.
• Continuously researched and implemented strategies to enhance the efficiency and effectiveness of bank operations while ensuring adherence to policies and regulations.
• Contributed to the Operations Committee, offering insights and solutions aimed at improving branch performance.
• Regularly communicated with branch staff about new procedures, software updates, and regulatory changes.

Account Management and Compliance

• Managed and facilitated transactions for the bank’s Individual Retirement Account (IRA) portfolio.
• Assisted with the revision and publication of bank programs, policies, and procedural guidelines.
• Supported the development of proposed software changes in collaboration with the sales and product teams of external vendors.

Vendor Relations and Customer Service

• Served as a liaison between branch personnel and external vendors, ensuring clear communication on enhancements and issue resolution.
• Proactively researched, troubleshot, and resolved help desk tickets related to branch customer service issues and requests.
• Delivered exceptional customer service through various channels, including phone calls, emails, and online inquiries.

Additional Experience

• Gained valuable experience in internal auditing, treasury services, trust accounts, and commercial account sales & management.
• Maintained strict adherence to all bank policies, industry best practices, and federal regulations.

• Opened consumer and commercial accounts
• Looked for ways to expand current customer relationships by offering additional products and services
• Aggressively and tactfully sought out ways to retain customers desiring to move money or close accounts
• Answered customer inquiries & resolved customer service issues
• Executed and maintained proper account related documentation and customer records
• Serviced customers with teller transactions
• Adhered to bank policies and federal regulations