Reginald Copeland

• Manage teams in interdisciplinary functions including implementation, commercial account onboarding proofs of concepts through parallel processing, BAU processes, and audit controls.
• POC team leadership provided through project planning, execution, and business process development.
• Analyzing data and identifying opportunities for process improvement in workflow.
• Procedural Development and Publication.
• Subject matter expert in RCSA related activities.
• Ensure successful change adoption, training, and sustainability of change for managers.
• Planning, preparation, and delivery decisions to resolve problems related to workflow efficiency under the direction of specialty implementation leadership.
• Active risk mitigation by providing the interpretation of policies, procedures, risk, and compliance requirements.
• Ad hoc collaboration with peers, senior leadership, organizational risk business oversight partners, compliance consultants, and technology partners.
• Provided leadership and management training.
• Managed the allocation of people and financial resources for a successful change implementation.

• Small Business Customer Success Associate Manager leading a team of 40+ High Value/Small Business Bankers.
• Duties require supervising Small Business Bankers in internal and external customer inquires, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service.
• Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service.
• Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures.
• Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction.
• Interact directly with external customers on complex issues regarding client experiences.
• Provided Leadership Development to Managers

Assisted numerous small business owners with interdisciplinary functions, bank related queries, procedural analysis, management, credit sourcing, and various other operations.

• Small business financial product sales and portfolio development.
• Successfully managed high volume transaction facilities with in excess of $100 million portfolio of affluent depositors.
• Small Business Credit: Origination, preliminary underwriting, processing, and all closing and post-closing task.
• Large scale team management
• Proficiently executed highly sensitive financial cases under extremely short time constraints.
• Proficiently trained leaders in small business and consumer lending sales discovery.

• $8 million-dollar consumer portfolio management.
• High volume transaction processing in a face paced .
• Business relationship onboarding including cash flow analysis and product recommendation.