Katrina Birchall

• Assisted in analyzing operational processes to identify areas for improvement.
• Supported project management efforts by organizing documentation and tracking progress.
• Collaborated with team members to develop strategies for enhancements.
• Facilitated communication between departments to streamline workflows and improve efficiency.
• Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
• Logged control failures and operational issues within enterprise issue management systems.
• Collaborated with business line partners to define root causes, assign ownership, and develop action plans.
• Recommended process redesign, documentation improvements, and updated control procedures.
• Ensured adherence to enterprise policies, regulatory guidelines, and internal risk frameworks.
• Prepared compliance reporting, dashboards, and presentations for management review.
• Supported internal audits, external audits, and regulatory exams by providing evidence and process insights.
• Partnered with business units, compliance, legal, and risk teams to resolve control issues and strengthen the control environment.
• Communicated testing results, risks, and control expectations clearly to stakeholders.
• Facilitated meetings and coached teams on control requirements and best practices.

• Assisted in the development of project plans, ensuring timely execution and resource allocation.
• Assessed operational processes to identify control gaps, customer-impact risks, and regulatory concerns requiring issue creation.
• Evaluated root causes and documented issues with clarity, ensuring alignment with bank policy and enterprise risk standards.
• Partnered with stakeholders to gather evidence, evaluate impacts, and validate the scope of identified issues.
• Ensured issues were accurately logged, risk-rated, and tracked within enterprise issue management systems.
• Monitored progress on corrective action plans and ensured milestones stayed on schedule to meet regulatory and audit expectations.
• Prepared dashboards, reporting packages, and executive summaries for leadership review.
• Confirmed all closure requirements (evidence, testing, sustainability checks) met enterprise governance standards.
• Worked closely with business line leaders, risk partners, auditors, and QA teams to ensure accurate and timely resolution of issues.
• Facilitated meetings to review issue status, escalate delays, and align teams on remediation expectations.
• Supported audit readiness by providing documentation, evidence, and explanations of issue histories.

• Reviewed completed corrective actions to verify that remediated controls are operating effectively and sustainably.
• Conducted sustainability testing using evidence-based validation, sampling, and process walk throughs.
• Ensured sustainability testing met enterprise and regulatory standards for effectiveness and durability
• Prepared detailed sustainability assessment documentation outlining testing performed, evidence reviewed, and conclusions.
• Ensured sustainability artifacts complied with enterprise issue management policies, regulatory expectations, and audit requirements.
• Collaborated with control owners, business leaders, and risk partners to gather documentation and clarify remediation activity.
• Communicated sustainability findings to stakeholders, identifying gaps and guiding teams on necessary actions.
• Partnered with internal audit, compliance, and issue management teams to align on sustainability expectations.
• Provided status reporting and sustainability insights for leadership dashboards and governance committees.
• Ensured timely execution of sustainability reviews to support on-time issue closure.
• Identified trends in failed sustainability tests and recommended enterprise-level process and control improvements.

• Review and ensure high priority reports are worked and completed.
• Testing newly developed control reports and validate for accuracy. Reporting findings to management.
• Mentoring other team members and assist with their development. Conducting side by sides, completing validations, and providing coaching.
• Create, format, and distribute reports for analyst to audit daily.

• Verifying all the correct steps have been taken in the claim process and ensuring the proper decision is made.
• Ensuring the customer has been notified by resolution letter.
• Report any potential regulatory violations and providing feedback to the line of business for corrections and proper coaching.
• Identify and document any trending patterns that may potentially be a negative impact for the bank or customer in order to help determine new updates for policy and procedures.
• Assist with side by sides to upskill and train new analysts.

Investigate pin/dual debit card claims.

• Provide excellent customer service while gathering all required information needed to resolve fraud claims.
• Efficiently working multiple roles which consist of verifying and researching information provided by card holder.
• Pulling atm footage, searching for patterns within customer activity. Making an educated decision to resolve claim.
• Verifying all the correct steps have been taken in the claim process and ensuring the proper decision is made.
• Working and resolving high priority claims in order to stay in accordance with regulation E.
• Conduct side by sides for peer upskill training, new hires, and agents.
• Assist work directors and supervisors with escalated claims and situations and providing resolution in a timely manner.
• Remain flexible in resolving claims in various roles to support the line of business needs while also meeting the department quality and quantity standards.
• Knowledgeable of VISA operations and chargebacks.

• Facilitated personalized banking solutions to enhance customer satisfaction and loyalty.
• Developed and maintained comprehensive knowledge of bank products and services.
• Analyzed customer financial needs to provide tailored advice and product recommendations.
• Mentored junior bankers on effective client engagement strategies and service best practices.
• Notarize legal documents.
• Ensure proper identification is received.
• Recording procedures to prevent loss.

• Recognized for star performer 2012.
• Providing excellent customer service while servicing calls efficiently.
• Coach new hires to achieve success as a phone banker.
• Meet and exceed AHT, referral, and sales.
• Quality assurance to meet graduation standards.
• Complete assigned tasks in a timely manner.
• Facilitate wrap up/coaching sessions.
• Achieving daily and quarterly sales quotas for myself and my team.
• Cross-sell products to best fit the customer's financial needs.
• Working knowledge of Hogan, CSS, FDR, CIV portal, as well as many more Wells
• Fargo based systems.

SKILLS

Created and assisted in multiple branded documents used in training.

Handle escalated calls using defusing skills to resolve complex issues.

• Processed customer transactions accurately and efficiently.
• Addressed customer inquiries and resolved issues promptly.
• Maintained detailed records of transactions in compliance with policies.
• Managed cash drawer, ensuring accurate balancing at end of shifts.

• Managed patient scheduling and appointment confirmations to optimize clinic workflow.
• Coordinated insurance verification processes to ensure accurate billing and reimbursement.
• Maintained electronic and physical health records