Paula Westerfield-Wallace
Kansas City,KS
Summary
Adept at streamlining workflows and enhancing online banking experiences, my tenure at UMB BANK showcases a blend of technical prowess in software testing and a knack for vendor coordination. Achievements include significant compliance contributions and fostering strong relationships between technical teams and business units, underscoring my problem-solving and collaborative skills.
Overview
14
14
years of professional experience
Work History
Applications Support Specialist II
UMB BANK
Kansas City, MO
08.2021 - Current
- Assist supporting the Online banking and Mobile application for the bank by working incidents that the 3rd Tier Call Center support can not resolve
- Collaborate with the Lines of Business regarding Application Enhancements and UUX upgrades
- Perform all Compliance and Audit duties that are required for the Online Bank and Mobile Applications
- Manage the Online Banking users and customers and perform a six month audit of usage
- Open and manage tickets/cases with 3rd party vendor
- Work closely with the Credit Card Technical groups to ensure proper enrollment of card and user
- Troubleshoot issues by running Splunk logs to view data being returned by our API calls
Business Systems Analyst
UMB BANK
Kansas City, MO
08.2011 - 08.2021
- Analyze the processes and procedures of the ARP (Account Reconciliation Process) department to help streamline the workflow
- Responsible for creating, testing and monitoring all ARP electronic file transmissions to and from the bank using either HTTPS, FTP/wPGP, SFTP or UMB Direct
- Troubleshoot with UMB Commercial Clients on electronic file transmission errors
- Participate in all testing of ARP related software upgrades and enhancements and help deliver results
- Conduct bi-monthly meetings with the Product Manager, ARP Manager, ARP Software Support Engineer and an Operations Manager to prioritize projects and Service Request
- Assist in supporting the Mobile Banking and Fraud Guard applications by working closely with the Business Units and the appropriate Support Teams
- Act as the liaison between Technical Teams, Business Units and Vendors (Fiserv and Monitise) and responsible for obtaining a great working relationship
Customer Service Specialist
UMB BANK
Overland Park, KS
12.2010 - 08.2021
- Managed teller line in a high-volume, multi-teller environment
- Managed teller station cash balances, vault records, cash supply, inventory of negotiable instruments
- Cross-sold additional products that may meet the customer’s needs, while providing excellent customer service
Education
Kansas State University
Texas A&M University
Skills
- Problem Resolution
- Technical Documentation
- Software testing
- User Acceptance Testing
- Business Process Analysis
- Vendor coordination
Timeline
Applications Support Specialist II
UMB BANK
08.2021 - Current
Business Systems Analyst
UMB BANK
08.2011 - 08.2021
Customer Service Specialist
UMB BANK
12.2010 - 08.2021
Kansas State University
Texas A&M University
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