Maura McDonald
Bank of America
Sugar Notch,PA
16
years of professional experience
Dynamic professional with extensive experience in compliance and client service. Recognized for fostering strong customer relationships and enhancing operational workflows. Committed to driving accountability and continuous improvement in risk management strategies.
Work History
Business Control Specialist
7 Years 11 Months- Developed and implemented business control processes to mitigate operational risks.
- Analyzed regulatory requirements to ensure compliance across various banking operations.
- Collaborated with cross-functional teams to enhance internal controls and reporting accuracy.
- Conducted regular audits of financial transactions to identify discrepancies and streamline workflows.
- Led training sessions for staff on compliance protocols and risk management strategies.
- Created detailed reports for senior management outlining risk assessments and control effectiveness.
- Mentored team members on best practices in business controls and regulatory adherence.
- Spearheaded initiatives to improve process efficiency, resulting in reduced operational bottlenecks.
- Created training material and knowledge checks used to cross train team members.
Foreign Wire Payments/Wire Transfer Specialist
1 Year 2 Months- Processed high-volume wire transfers accurately and efficiently, ensuring compliance with regulatory standards.
- Coordinated with clients to resolve transfer inquiries, maintaining exceptional customer satisfaction levels..
- Monitored daily transactions for irregularities, escalating issues promptly to mitigate potential risks or fraud.
- Implemented process improvements that increased transaction speed and reduced errors in wire processing operations.
Client Service Partner
4 Years 9 Months- Developed and maintained strong client relationships, ensuring high levels of satisfaction and retention.
- Led cross-functional teams to drive strategic initiatives in client service delivery and operational excellence.
- Analyzed client feedback to identify areas for improvement, implementing solutions that enhanced service quality.
- Managed complex client accounts, coordinating services across multiple departments to meet diverse needs effectively.
- Trained and mentored junior staff on best practices in client relationship management and service protocols.
- Collaborated with sales teams to align client expectations with service capabilities, enhancing overall project success rates.
- Investigated and resolved customer inquiries and complaints quickly. Including inquires regarding claims and benefits.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Care Advocate
1 Year 8 Months- Researched claim issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
- Educated members on available benefits, enhancing understanding of coverage options and resources.
- Provided empathetic support to patients during challenging times, fostering trust and strong rapport.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
- Developed training materials to support continuous learning among team members.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
- Contributed to process improvements by offering valuable input during team meetings and brainstorming sessions.
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Built rapport with customers through personalized interactions, increasing their trust in the company''s products or services.
- Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
Education
- Communications
Skills
Manages information efficiently and effectively
Auditing techniques
Compliance management
Data analytics
Adaptive Learner
Self Growth
Customer Centric
Upholds Accountability
Fosters Development
Timeline
Business Control Specialist
Bank of America
07.2018 - CurrentRead More
Foreign Wire Payments/Wire Transfer Specialist
Bank of America
05.2017 - 07.2018Read More
Client Service Partner
Cigna
01.2012 - 10.2016Read More
Care Advocate
Cigna
05.2010 - 01.2012Read More
Luzerne County Community College
from Communications
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