MICHAEL A. ROBINSON
Columbus
Summary
Motivated and detail-oriented Operations Analyst with a strong foundation in regulatory operations, oversight, and control environments. Skilled in managing customer complaints, ensuring compliance with banking laws and regulations, and leading complex investigations.
Overview
17
17
years of professional experience
Work History
Business Banking Virtual Engagement Specialist
J.P. Morgan Chase Bank
Westerville, OH
08.2024 - Current
- Contact 65 Business Banking clients daily offering assistance, additional products and services.
- Provide ongoing support to clients throughout their journey, fostering long-lasting partnerships built on trust and mutual understanding.
- Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Remediation Quality Analyst II
Epiq
Columbus, OH
02.2024 - 05.2024
- Collaborated with cross-functional teams to identify opportunities for process improvements, resulting in higher product quality.
- Increased overall production efficiency through continuous monitoring, evaluation, and optimization of quality control material.
- Established clear communication channels between departments, facilitating timely resolution of quality-related concerns.
- Inspected incoming and outgoing materials for accuracy and quality.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Served as a mentor and resource for junior team members, fostering professional growth and knowledge sharing within the quality assurance function.
Business Analyst II-Global Customer Platform
J.P. Morgan Chase Bank
Columbus, OH
04.2022 - 08.2023
- Managed pipeline of 70 to 100 JIRA Instance Request.
- Responsible for reviewing Dependency Sub-Tasks (DST) and assigning to Area Product Owners.
- Responsible for monitoring Dependency Sub-Tasks ensuring deadlines are met, updates are provided within a timely manner.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
Loan Processor-Client Care Specialist III
J.P. Morgan Chase Bank
Columbus, OH
11.2020 - 04.2022
- Managed pipeline of 15-20 loans ensuring timely closings.
- Responsible for submitting loans to pre-op, contacting the customers after the loan is conditionally approved to discuss next steps and confirm initial loan terms.
- Responsible for collecting necessary information or documentation from Insurance Agents and Title Agents.
- Responsible for contacting customers to discuss the final terms and conditions of the loans as well as discuss any questions.
Business Analyst II-Employee Action Oversight
J.P. Morgan Chase Bank
Columbus, OH
07.2018 - 11.2020
- Oversees the administering of corrective action for performance and attendance for CCB Operations.
- Perform reviews attendance discrepancies for Collections & Recovery, Auto Collections and Regulatory Operations non-exempt employees to ensure proper coaching is provided to the employee in a timely manner.
- Review performance and attendance policies to ensure consistency.
- Perform quality review on Performance Improvement Plans.
- Responsible for identifying corrective action inconsistencies, capturing coaching trends and communicating the results to the business.
Business Analyst II-Language Oversight
J.P. Morgan Chase Bank
Columbus, OH
07.2017 - 07.2018
- Assessed the impact of current business processes on users and stakeholders to ensure alignment with the Limited English Proficiency (LEP) policy.
- Responsible for coordinating and facilitating efforts related to LEP related Risk and Control Self-Assessments (RCSAs) activities for the firm.
- Performed policy mapping and review LOB process assessments to identify policy gaps and mitigate LEP risk.
- Responsible for ensuring all new product offerings impacted by the LEP policy are properly documented and dispositioned to minimize risk.
- Prepared PowerPoint presentations for quality and servicing metrics and facilitate collaboration meetings with senior management.
Executive Office Team Manager- Complaints
J.P. Morgan Chase Bank
Columbus, OH
07.2014 - 06.2017
- Provided developmental feedback to a staff of 7-10 specialists conducting immediate performance based discussions and monthly one-on-one sessions to ensure employee success and improve the customer experience.
- Maintained an average service level of 95% while managing a yearly pipeline of 1600 complaints.
- Maintained up-to-date knowledge of procedural changes documenting business processes to ensure they aligned with evolving business needs.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
Executive Office Team Lead-Complaints
J.P. Morgan Chase Bank
Columbus, OH
12.2013 - 06.2014
- Escalated case-driven issues on behalf of employees researching mortgage-related escalations received from customers who engaged on or more of the following organizations regarding their mortgage loan: Consumer Financial Protection Bureau (CFPB), Attorney General's Office, Office of the Comptroller of the Currency (OCC), local and state elected government officials, Federal Trade Commission (FTC), local and national news organizations, attorneys, title companies, mortgage loan investors and/or the CEO/CFO of J.P. Morgan Chase.
- Prepared case reports for the Escrow Administration Group, Chase Legal Counsel and Chase Lien Release Group on a weekly basis.
- Collaborated on daily conference calls to discuss inquiries, complaints and other time-sensitive matters received from The Consumer Financial Protection Bureau (CFPB).
Executive Office Research Analyst II-Complaints
J.P. Morgan Chase Bank
Columbus, OH
05.2011 - 12.2013
- Research and resolve highly escalated servicing issues for first and second mortgages and home equity accounts, received via written, faxed, email and/or telephone correspondence from customers, law offices, senior management, government offices and government officials.
- Maintain a high volume of assigned cases consisting of issues involving escrow, mortgage payments, credit, lien and payoff disputes.
- Document account maintenance performed, research account issues, conducted all phone conversations with inquiring party and/or internal partners.
- Communicate the response and /or position upon completion of research with the customer, regulator agency, government office, government official, law office and/or third party, as appropriate.
Customer Care Professional
J.P. Morgan Chase Bank
Columbus, OH
04.2009 - 05.2011
- Received inbound telephone calls from Chase customer's and third parties regarding concerns and inquires related mortgages.
- Resolve servicing, issues, inquiries and complaints concerning delinquent payments, loan documents, escrow account, insurance issues, foreclosure procedures, loan modification procedures and loan refinance procedures.
Education
Columbus State Community College
Columbus, OHSkills
Risk evaluation expertise
Customer complaint analysis
Regulatory compliance management
Clear communication skills
Experienced with Microsoft Office Suite
Quality control expertise
Timeline
Business Banking Virtual Engagement Specialist
J.P. Morgan Chase Bank
08.2024 - Current
Remediation Quality Analyst II
Epiq
02.2024 - 05.2024
Business Analyst II-Global Customer Platform
J.P. Morgan Chase Bank
04.2022 - 08.2023
Loan Processor-Client Care Specialist III
J.P. Morgan Chase Bank
11.2020 - 04.2022
Business Analyst II-Employee Action Oversight
J.P. Morgan Chase Bank
07.2018 - 11.2020
Business Analyst II-Language Oversight
J.P. Morgan Chase Bank
07.2017 - 07.2018
Executive Office Team Manager- Complaints
J.P. Morgan Chase Bank
07.2014 - 06.2017
Executive Office Team Lead-Complaints
J.P. Morgan Chase Bank
12.2013 - 06.2014
Executive Office Research Analyst II-Complaints
J.P. Morgan Chase Bank
05.2011 - 12.2013
Customer Care Professional
J.P. Morgan Chase Bank
04.2009 - 05.2011
Columbus State Community College