Linda A. McGinnis

Balanced leadership responsibilities with hands-on client support, researching, testing working tickets while

maintaining a deep understanding of client environments and core features

• Lead a team of 7 Product Support Analysts providing ongoing support to Financial Institutions post implementation
• Served as primary escalation point for critical client issues including file processing errors related to ACH and check processing
• Collaborated cross-functionally with Product, Technical Operations, IT and Implementation Team to troubleshoot and resolve complex issues
• Maintained product management staff by recruiting, selecting, orienting and training 4 employees.
• Established clear performance metrics for the product support team, driving accountability and continuous improvement.
• Collaborated with cross-functional teams to identify areas for product improvements based on customer feedback.
• Increased customer satisfaction through timely and effective resolution of product issues.
• Coached and mentored junior team members to improve their technical skills and problem-solving abilities.

• Company Overview: Company that provides banking as a service.
• Manage daily operations including all aspects of deposit operations including ACH, Wires, exception processing, internal account reconciliation, mobile deposits, FRB, and other adjustments.
• Managed Financial Aid Refunds file processing for Universities across the US via ACH
• Played a key role in a core system conversion from FISERV to FIS, which included mapping products, testing and validation.
• Subject matter expert for setting up and testing all new products in the FIS Core Banking system.
• Worked with various teams to set up T-Mobile Money products
• Work with loss prevention team to identify and eliminate fraud.
• Work closely with Care to resolve customers issues timely.
• Managed banking escalation support team for Customer Care
• Work directly with FIS to solve system issues.
• Implemented controls for daily tasks performed.
• Work with other business units on various projects related to new products and services.
• Managed vendor relationship with FISERV, FIS, GreenDot, Ryan, LLC, Ensenta

• Managed daily operations including ACH, wires, exception processing, internal account reconciliation, returned checks, deposits, debit card exceptions, scanning and balancing deposits through branch capture.
• Managed FRB and Bank to Bank Adjustments.
• Managed banking escalation support team for Customer Care.
• Managed project team that performed changes to the FISERV core.
• Managed Financial Aid Refunds file processing for over 1000 Universities across the US.
• Managed vendor relationships with FISERV, GreenDot, ACI, Ryan, LLC.

• Managed daily operations including ACH, wires, exception processing, internal account reconciliation, returned checks, deposits, debit card exceptions, scanning remote deposit.
• Managed FRB and Bank to Bank Adjustments.
• Managed banking escalation support team for Customer Care.
• Managed Customer Information Program (CIP) for onboarding new customers.
• Managed Smart Pay file processing for students making payments to universities.
• Managed Financial Aid Refunds file processing for over 1000 Universities across the US.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.

• Reconciled and researched exceptions for all internal DDA accounts.
• Reconciled FRB statement and researched exceptions.
• Processed incoming and outgoing FRB adjustments.
• Processed returned checks.
• Balanced ACH files prior to sending them to core processor.
• Input wires for processing.
• Completed OFAC review for wires.
• Created and balanced Smart Pay file for student payments to universities.
• Followed all company policies and procedures to deliver quality work.

• Managed an Inhouse computer operations for FISERV Premier Software and network administration.
• Performed upgrades to systems, maintained system backups, archiving, and performed disaster recovery testing.
• Managed daily operations including deposit operations which included checking and NOW accounts, savings and money market accounts and CD’s and IRAs, electronic banking, proof and transit, and courier functions.
• Processed incoming and outgoing daily ACH files.
• Managed data conversions due to the acquisition of several branches.
• Worked with vendor to install ATM at a branch and at a remote site.
• Implemented back counter capture to streamline proof and transit process.
• Implemented, set up and trained remote deposit capture for merchants.
• Managed daily processing of inclearings utilizing VIE software.
• Managed daily processing of return items to and from Federal Reserve.
• Developed methods to streamline daily functions and improve productivity.
• Performed all technical functions accurately and in a timely manner to remain in compliance with regulatory standards.
• Set up and maintain system specifications for all bank products.
• Set up specs for Federal Call Reporting.
• Balanced operational controls to minimize risk to the Bank.
• Managed account escheatment.
• Managed record retention for Operations and Branches.
• Conducted annual Information Security Training.
• Managed vendor relationships with FISERV, Unisys, Diebold, Morefield
• Drafted budget for [Number] different departments and monitored expenditures.