Kathleen (Katie) Skelley
Pittsburgh,PA
Summary
Banking and finance operations professional with experience in various lines of business with a focus of internal and external customer service. Flexible decision- maker with thorough attention to detail, communication skills and mitigating risk.
Overview
16
16
years of professional experience
Work History
Customer Success Representative
Pineapple Payments (acquired By Fiserv Corp.)
08.2019 - Current
- Front line customer and tier 1 technical support representative for customers, internal and external sales agent's customers regarding their credit card and e-check (ACH) processing and technology needs.
- Collaborate with multiple third party merchant credit card processors, ACH processors and payment software providers in order to address customers' (merchants/business owners') issues and assist maintaining their merchant processing account(s). Services provided include but are not limited to; login issues, merchant funding issues, provide user access, help customers with administrative updates such as demographic updates, send and help customers complete paperwork to accomplish administrative and legal changes such as bank account updates, legal name, legal signer and tax ID updates. Assist customers with addressing PCI Compliance, risk holds, ACH rejects, chargebacks, research requests, and many various and complex inquiries received via phone, chat and email by creating support tickets via Salesforce.
- Collaborate with multiple internal operational teams behind the scenes when needed in order to be able to find resolution for customers' needs due to the complexity, multiple "moving parts" and various facets of payment processing services.
- Assist internal and external sales agents with boarding new customers on multiple payment processing systems.
- Troubleshoot payment processing issues, train customers and external sales agents how to use multiple different payment processing systems.
- Unofficial "go to" person and lead as a support to the support team and management. Duties including and not limited to: creating and updating procedures and processes, listen to calls when needed for quality control purposes and assist with addressing support cases. Task coworkers with cases to ensure even workload. Monitor multiple support queues to ensure timely responses and prioritize urgent and/or sensitive requests.
- Train new employees
Private Banking Concierge (Wealth Management)
Bank Of New York Mellon Corp
08.2018 - 01.2019
- Banking concierge for a specialized customer service group handling time sensitive requests received via phone and email for high net value Wealth Management clients, internal Wealth Portfolio managers and Portfolio analysts in a fast paced team environment
- Performed various types of requests including but are not limited to the following: balance inquiries, loan payoffs, reviewed and processed cash movement requests (wires and internal transfers) and administrative account changes as well as resolving client issues and concerns
- Created and mailed correspondence to clients for various issues when needed
- Executed procurement of funds from clients for overdrafts and reviewed documents for the purpose of adhering to bank specific authentication policies
- Provided "hand held" and "white glove" customer service while continuously communicating with other associates and departments to ensure requests are completed within internal turnaround times, service level agreements, SEC and Federal Reserve cutoffs
Client Support Liaison
BNY Mellon Wealth Management
09.2015 - 08.2018
- Liaison for various time sensitive cash movement processing services provided to Wealth Portfolio managers and portfolio analysts requesting money movement on behalf of Wealth Management clients in a fast paced team environment
- Continuously communicated via phone, email and chat messenger with Portfolio managers and analysts, cash movement processors, various levels of management, cash operations and other servicing groups regarding cash movement inquiries and requests, expedition of requests as well as issues and concerns while meeting stock market deadlines and service level agreements
- Supported all team functions and services when needed
- Types of functions performed include but are not limited to reviewing and processing data entry bill payment requests, federal and state tax payment requests and cash movement while adhering to bank specific cash movement authentication policies and document review (wires, internal transfers, checks, ACH transfers), applying internal wires to respective client accounts, quality control for mailing of checks and charge off payment requests
- Trained new employees
Client Support Specialist
BNY Mellon Wealth Management
02.2014 - 09.2015
- Reviewed and processed data entry bill payment requests, federal and state tax payment requests and performed cash movement requests received from Portfolio managers and analysts in a fast paced team environment
- Communicated with other bill payment processors and Portfolio managers and analysts to resolve issues and ensure bill pay requirements are met
- Processed various types of bill payments via payment methods such as checks, wires, ACH transfers and internal transfers on behalf of Wealth Management clients
- Quality Control reviewer and approver for recurring bill payment setup requests
- Trained new employees
Lost Securities Processor (Shareowner Services)
Bank Of New York Mellon Corp
10.2007 - 06.2013
- Computershare Corp. acquired BNY Mellon Shareowner services in January 2012.
- Placed and released stop restrictions on lost stock certificates in an expedited manner in order to meet Securities Exchange Commission (SEC) guidelines and ensure stock market deadlines are met
- Reviewed, approved and certified Surety bonds on behalf of the company surety bond insurer
- Reviewed documents for legal compliance; trusts, probate, death certificates, power of attorney, and guardianship documents
- Communicated with various internal service groups and external 3rd parties via e-mail and phone regarding stock transfers, escheated stock (unclaimed property), brokerage transfers and Corporate Action mergers
- Created and mailed correspondence to stockholders and 3rd parties when necessary
- Trained new employees
- One of ten employees out of a 100+ employee unit retained by the acquiring company Computershare to stay until division closure
Centralized Mail Processor (Shareowner Services)
Mellon Bank
03.2007 - 10.2007
- Bank of New York acquired Mellon Bank in July 2007
- Examined, reviewed and prepared incoming stockholder communication received via mail for scanning and processing regarding various stock transaction requests such as selling of shares, legal review for registration transfers, lost stock, escheated stock and Corporate Action mergers
- Scanned documents utilizing high volume scanning machines of all prepared stock transfer presentations
- Delegated as a process trainer and designated as a floater responsible for focused processing for lost stock requests and all other departmental functions while maintaining Securities Exchange Commission guidelines (SEC)
- Trained new employees
Skills
- Call Center Operations
- Customer Feedback
- Staff Training
- Research
- Records Preparation
- Account Management
- Quality Control
- Service Standard Compliance
- Customer Relations
- Customer Relationship Management
- Verbal and Written Communication
- Managing Multiple Tasks
- Administrative Support
- Multi-Line Phone Talent
- Customer Service
- Clerical Support
- Critical Thinking
- Planning and Coordination
- Attention to Detail
- Excellent Communication
- Problem-Solving
- Written Communication
- Interpersonal Communication
- Active Listening
- Training and Development
- Decision-Making
- Good Telephone Etiquette
Timeline
Customer Success Representative
Pineapple Payments (acquired By Fiserv Corp.)
08.2019 - Current
Private Banking Concierge (Wealth Management)
Bank Of New York Mellon Corp
08.2018 - 01.2019
Client Support Liaison
BNY Mellon Wealth Management
09.2015 - 08.2018
Client Support Specialist
BNY Mellon Wealth Management
02.2014 - 09.2015
Lost Securities Processor (Shareowner Services)
Bank Of New York Mellon Corp
10.2007 - 06.2013
Centralized Mail Processor (Shareowner Services)
Mellon Bank
03.2007 - 10.2007
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