Mandy Mitchell
Merriam,KS
Summary
Talented and multi-faceted financial professional with 22+ years of experience in supporting and leading bank operations for large and small financial institutions. Excellent at forming long term relationships with customers and motivating teams to be successful through engaging management style. Expert in proactive financial management and fraud determent. Knowledgeable in various industry programs and highly regarded for advanced check regulation and operations knowledge.
Overview
20
20
years of professional experience
Work History
AVP/Manager, Core Operations II
UMB Bank
Kansas City, MO
01.2024 - Current
- Responsible for Research & Adjustments(5/2022-05/2024) ARP(12/2023-current), and Cash Support Services(07/2024-current) teams
- Supervise, support and coach associates to ensure quality standards and service level agreements are met
- Create and monitor performance objectives for team members while scoring performance and providing appraisals
- Actively develop others and lead by example
- Create and maintain accurate process documentation, policies, and procedures
- Ensure that associates are trained on regulatory requirements associated with deposits
- Meet or exceed established SLA's, track errors and resolutions, and enforce accountability
- Identify and implement enhancements to existing processes
- Advanced understanding of deposit documentation and understanding of deposit regulatory compliance
- Advanced knowledge of check adjustments and check rules/regulations
- Department responsibilities for ARP include account reconcilement and review of check activity against uploaded customer data to monitor for potential fraud
- Department responsibilities for Research & Adjustments includes passing money between banks to settle for check adjustments and correcting internal accounts processing requests for statements and other research
- Department responsibilities for Cash Support Services includes handling all cash orders for branch coin/currency including foreign and monitoring and balancing the virtual cash on hand daily for internal and external customers
- Responsible for internal/external audits/compliance
- Developed annual budget for department and monitored progress throughout year.
Operations Specialist-Lead
UMB Bank
Kansas City, MO
01.2019 - Current
- Act as a lead in the department and monitor workflow and assign cases to other team members as needed
- Ensure bank policies and procedures are being followed
- Act as backup for other team members work duties
- Run the collections system and ensure there are no monetary losses
- Processes federal reserve and viewpoint files daily
- Run End of day processing and reporting
- Assist with the adjustments management email group and resolve questions and concerns from customers and branch personnel
- Processed over 5,000 cases yearly
- Assisted manager with multiple high volume adjustment cases as many items were duplicated by other banks and created workable spreadsheets to help keep items organized
Operations Support Specialist
Security Bank (formerly The Mission Bank)
Kansas City, KS
01.2017 - 01.2018
- Composed daily reports for review by upper management
- Prepared incoming subpoena requests and completed processing with strict deadlines
- Led reconciling of multiple general ledger accounts
- Administered daily chargebacks, garnishments, tax warrants, and levies
- Provided technical support for online banking, phone banking, bill pay, and debit cards
- Filed SARS and processed transaction disputes in accordance with check, ACH, and debit card polices
- Processed incoming calls from internal and external customers
- Acted as department supervisor during absence of management
- Assisted 100+ customers over the phone during high stress banking transition from company merger
- Processed 5-6 complex, high-risk subpoenas per month freeing up time for manager to attend to other duties
- Implemented new chargeback process to standardize system within all banks
Assistant VP/Customer Service Supervisor
The Mission Bank
Mission, KS
01.2015 - 01.2017
- Processed chargeback stop payments, check fraud, unauthorized ACHs, deceased customer accounts, SS reclamations, as well as, SSA account and deposit verifications
- Conducted CIF maintenance and reports
- Utilized wide scope of operational knowledge to support customer service, internet banking and debit card departments
- Interviewed, recruited, and trained new customer service employees
- Provided back up support for return mail, chargebacks monitoring, stop pay reports, checkback CIF maintenance, branch capture scanning, and synergy document scanning
- Processed garnishments, levies, summons, and subpoenas
- Provided dormant account maintenance, removed ODP, resolved unposted items, evaluated charge off reports, and utilized ChexSystems and TeleCheck Services
- Provided customer support services such as internet banking support, Debit Card support, repins, fraud reporting, and disputes, as well as, ordering for new cards
- Acted as back up Teller, approved customer checks, signed cashier checks, and supported local branches by answering general operations/account maintenance questions
- Composed performance evaluations, negotiated salary increases and processed employee time cards
- Quickly learned and effectively supervised customer service department comprised of four employees after previous department manager unexpectedly passed away
- Supported change in work deadlines to send information to data center faster while still keeping same working hours
- Wrote and updated procedures for all functions within customer service department since all manuals prior to my supervision were out of date
Operations Specialist
Alterra Bank
Leawood, KS
01.2014 - 01.2015
- Acted as Primary Wire Operator inputting, exporting, and verifying incoming and outgoing wires
- Prepared garnishments, levies, summons, and subpoenas
- Evaluated incoming and outgoing check adjustments
- Complied documents to send with adjustments if necessary
- Partnered with other banks adjustment entries
- Provided attorneys with counseling for financial legal documents
- Processed up to 100 lead wire operators per day
- Assisted accounting department with balancing and research of internal G/Ls, including Federal Reserve, suspense, and cash letter, as well as solving discrepancies
- Supervised lockbox operations and processing, as well as, branch document scanning
- Utilized special wire knowledge and partnered with Treasury Manager to fulfill customer request for sending batch wires; this was not a service Alterra Bank had experience in
Operations Specialist
Missouri Bank & Trust
Kansas City, Missouri
01.2011 - 01.2014
- Led all incoming and outgoing check adjustments from other banks, as well as, internally and externally from customers
- Analyzed financials and pulled required documents to send with adjustments
- Collaborated with other banks regarding without entry adjustments
- Processed garnishments, levies, summons, and subpoenas
- Supported accounting department with balancing/research of internal G/L accounts encompassing Federal Reserve, suspense, and cash letter
- Acted as Backup Wire Operator processing input, export, and verification of wires of domestic and international origin, as well as, batch wire upload and processing
- Posted, held, and relinquished funds a scheduled
- Corresponded with attorneys to answer questions and concerns relating to legal financial documents
- Conducted primary account maintenance including backup of year end processing, unposted/chargebacks, and internet banking
- Effectively processed 900+ batch wires per day
- Learned all areas of internet banking to assist with website creation for business and personal customer accounts
Transit Balancer III ATM Deposit Review
COMMERCE BANK
Kansas City, MO
01.2007 - 01.2011
- Identified and assessed risks to bank through Reg CC holds on ATM deposits and rejection of items predicted as fraud
- Collaborated with Retail department to lock down accounts detected as high risk/fraud
- Researched G/L accounts out of balance and resolved differences
- Assisted Transit Balancer/Operator with codline correction, amount keying, and balancing
- Followed deadlines to ensure prompt posting of financials to customer accounts
- Trained operators on department duties and operations
- Tested and recorded results for new applications and development test scripts
- Recognized areas of process improvement and recommended strategies to management
Teller Supervisor
Commerce Bank
Mission, KS
01.2005 - 01.2007
- Oversaw three to five teller employees, prepared branch financial documents, as well as, complied with branch control and audit regulations
- Updated branch authorization book for current controls/access and employee limits
- Performed random teller audits, evaluated and prepared performance reviews for tellers, and trained staff on teller operations to increase referral rates
- Acted as back up teller, managed supply inventory, and budgeted for cost control
- Organized and processed work bags at end of day
Education
Associate Degree - General Studies
Johnson County Community College
Overland Park, KSSkills
- Financial Documentation & Reporting
- Leadership & Training
- Customer Service
- Wire Processing & Operation
- Check Adjustments
- Garnishments, Summons, & Subpoenas
- Retail/consumer banking
- ARP
- Cash Services
- 10 Key Calculator
- MS Office
- Horizon/FIS Software
- Jack Henry Products
- Fedline Advantage
- Loomis
- Fiserv
- Deluxe
Websites
Community Service
- Vice-chair board member for Melissa's Second Chances-current
- Outreach lead-Heart of America Humane Society-current
- Greater Kansas City Humane Society-Ray of Hope Outreach, Volunteer, 01/01/21, Present, Educate low income pet owners on proper care & treatment, provide resources for spay/neuter and vaccinations, provide supplies such as pet food, shelters, coats, leashes and collars and any other donation based supply we have on hand, assist pet owners with surrendering pets & promote animal welfare.
- Amy for Merriam City Council Campaign Treasurer, Volunteer, 01/01/21, Present, Reconcile the bank account and receive campaign funds and handle expenditures and prepare documents for financial reporting to the state.
- Melissa's Second Chances, Volunteer, 01/01/18, Present, Volunteered as Adoptions Lead assisting with adoptions events and facilitating adoptions by processing adoptions applications and entering into the shelter program, assist fosters with questions as needed, volunteered to assist running including answering phones and assisting with vaccination protocol and running the shelter on Sundays to give staff that day off. I have changed my current status with those duties to now fostering as able.
- The Rescue Project, Volunteer, 01/01/17, 12/31/18, Educate low income pet owners on proper care & treatment, lead adoption events, & promote animal welfare.
- Free Hot Soup, Volunteer, 01/01/17, 12/31/19, Assist homeless community by providing meals, clothing, and basic necessities.
- Merriam Park PTA Board-Treasurer, Volunteer, 01/01/18, 12/31/19, Assist with running events and processing donations and reconciling the bank accounts monthly. Prepare documents for financial reporting. Attend monthly PTA meetings and assist with special funds disbursements.
- Unleashed Pet Rescue, Volunteer, 01/01/16, 12/31/19, Ran adoption events, socialized animals, bathe dogs and process laundry. Educate pet owners on proper introductions to other pets in homes, assisted with adoptions applications and processed adoptions on and offsite.
Careernotes
- Utility Teller, Commerce Bank, Shawnee, KS
- Vault Teller, Commerce Bank, Shawnee, KS
- Financial Services Assistant, Commerce Bank, Kansas City, MO
- Teller, Commerce Bank, Kansas City, MO
Timeline
AVP/Manager, Core Operations II
UMB Bank
01.2024 - Current
Operations Specialist-Lead
UMB Bank
01.2019 - Current
Operations Support Specialist
Security Bank (formerly The Mission Bank)
01.2017 - 01.2018
Assistant VP/Customer Service Supervisor
The Mission Bank
01.2015 - 01.2017
Operations Specialist
Alterra Bank
01.2014 - 01.2015
Operations Specialist
Missouri Bank & Trust
01.2011 - 01.2014
Transit Balancer III ATM Deposit Review
COMMERCE BANK
01.2007 - 01.2011
Teller Supervisor
Commerce Bank
01.2005 - 01.2007
Associate Degree - General Studies
Johnson County Community College