MICHAEL A. ROBINSON
Columbus,Ohio
Summary
Highly motivated detail-oriented operations analyst with a diverse background in regulatory operations language oversight, control environments, customer complaints, management and banking laws, regulations. Experience leading and executing complex issues, examinations, and investigations to improve operational efficiency.
Overview
16
16
years of professional experience
Work History
Business Banking Virtual Engagement Specialist
JPMorgan Chase
08.2024 - Current
- Contact 65 Business Banking clients daily offering assistance, additional products and services.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided ongoing support to clients throughout their journey, fostering long-lasting partnerships built on trust and mutual understanding.
- Conducted regular follow-ups with clients to ensure satisfaction and address any concerns that may arise.
- Built strong relationships with clients through active listening and empathy, resulting in increased loyalty and retention.
- Respond to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Remediation Quality Analyst II
Epiq
03.2024 - 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.
- Trained other workers in inspection and testing procedures.
Remediation Analyst II
Epiq
02.2024 - 03.2024
- Identified and resolved problems through root cause analysis and research.
- Queried databases for information needed for report processing.
- Collected, arranged, and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Business Analyst II-Global Customer Platform
J.P. Morgan Chase Bank, N.A.
04.2022 - 08.2023
- Managed pipeline of 70 to 100 JIRA Instance Request
- Responsible for reviewing Dependency Sub-Tasks (DST)
- Responsible for assigning Dependency Sub-Tasks 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.
- Supporting two Area Product Groups, Customer Relationships and Customer Contacts for service requests.
- Collaborated on cross-functional teams to drive platform improvements and deliver business value.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
Loan Processor-Client Care Specialist III
J.P. Morgan Chase Bank, N.A.
11.2020 - 04.2022
- Managed pipeline of 15-20 loans ensuring timely closings
- Responsible for contacting customers by phone or email to obtain loan related documents
- 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 reviewing loan conditions, completing any action items
- Responsible for collecting necessary information or documentation from Insurance Agents and Title Agents
- Responsible for updating information in the MPX and uploading loan related documents to EIV
- 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, N.A.
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
- Reconciles HR records with Connect tool to ensure accuracy.
Business Analyst II-Language Oversight
J.P. Morgan Chase Bank, N.A.
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
- Collaborated with multiple LOBs including legal and compliance to drive policy awareness while proactively identifying emerging issues and making recommendations to enhance the firms control environment
- Liaison for customer complaints pertaining to LEP related matters for five lines of business to ensure complaint trends are accurately reported to senior management
- 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, N.A.
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
- Managed all human resources related matters
- Ensured staff was kept apprised of changes within the EO, by conducting weekly team meetings and impromptu team huddles as needed
- 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.
- Reduced employee turnover rates with targeted retention initiatives, including competitive compensation packages and career advancement opportunities.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Coordinated team collaboration to share ideas and build best practices.
Executive Office Team Lead-Complaints
J.P. Morgan Chase Bank, N.A.
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
- Followed through on all critical interdepartmental escalations
- Prepared and distributed production reports and shared with senior management
- 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, N.A.
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 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
- Proactively seek and maintain a working knowledge of process and current policies and procedures Proactively seek and maintain a working knowledge of process and current policies and procedures
- 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, N.A.
04.2009 - 05.2011
- Received inbound telephone calls from Chase customer's and third parties regarding concerns and inquires related mortgages
- Review multiple databases tracking systems and other company platform systems while relying information to the customer
- Resolve servicing, issues, inquiries and complaints concerning delinquent payments, loan documents, escrow account, insurance issues, foreclosure procedures, loan modification procedures and loan refinance procedures
- Maintain high customer satisfaction while achieving monthly quality score deemed per department standards.
- Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.
- Served as a reliable resource for colleagues by readily offering assistance and support when needed, demonstrating strong teamwork skills.
Skills
- Leadership Skills
- Effective Communication
- Risk Assessments
- Team Building
- Gap Analysis
- Microsoft Office Applications
- Complaint Analysis
- Knowledge of Business Operations
- Regulatory Oversight
- Data Analysis
- Organized
- Quality Assurance
- Human Resources
- Corrective Action Process
Timeline
Business Banking Virtual Engagement Specialist
JPMorgan Chase
08.2024 - Current
Remediation Quality Analyst II
Epiq
03.2024 - 05.2024
Remediation Analyst II
Epiq
02.2024 - 03.2024
Business Analyst II-Global Customer Platform
J.P. Morgan Chase Bank, N.A.
04.2022 - 08.2023
Loan Processor-Client Care Specialist III
J.P. Morgan Chase Bank, N.A.
11.2020 - 04.2022
Business Analyst II-Employee Action Oversight
J.P Morgan Chase Bank, N.A.
07.2018 - 11.2020
Business Analyst II-Language Oversight
J.P. Morgan Chase Bank, N.A.
07.2017 - 07.2018
Executive Office Team Manager- Complaints
J.P. Morgan Chase Bank, N.A.
07.2014 - 06.2017
Executive Office Team Lead-Complaints
J.P. Morgan Chase Bank, N.A.
12.2013 - 06.2014
Executive Office Research Analyst II-Complaints
J.P. Morgan Chase Bank, N.A.
05.2011 - 12.2013
Customer Care Professional
J.P. Morgan Chase Bank, N.A.
04.2009 - 05.2011
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