Ronisha Nutt
Riverview
Summary
Detail-oriented banking professional with expertise in complaint investigations, regulatory compliance, and risk management. Evaluates complex cases for accuracy and identifies operational risks to enhance customer outcomes. Collaborates across business areas to uphold quality standards and improve processes in highly regulated environments.
Overview
12
12
years of professional experience
Work History
Advocacy Advisor II
USAA
Tampa, FL
07.2022 - Current
- Evaluate complex member complaints to ensure accurate resolutions while maintaining compliance with internal policies and federal banking regulations.
- Reviewed complaint cases for quality, consistency, and adherence to established procedures, ensuring high standards in member service.
- Conducted detailed investigations to identify operational risks and process gaps, enabling targeted improvements and enhancing service delivery.
- Analyze complaint trends and member feedback to support improvements in service quality and operational effectiveness.
- Partnered with cross-functional teams to resolve complex member concerns, reinforcing regulatory compliance and strengthening member trust.
- Review complaint cases for quality, consistency, and adherence to established procedures.
- Maintain detailed documentation supporting complaint investigations, audit readiness, and regulatory requirements.
- Exercise sound judgment while balancing member advocacy, quality standards, and organizational risk.
- Contribute to a culture of compliance by following written risk management policies,standards, and business procedures.
Member Resolutions Team
USAA
Tampa, FL
11.2017 - 07.2022
- Investigated and resolved complex escalated member concerns requiring detailed analysis and critical thinking.
- Restored member confidence by ensuring accurate, timely, and compliant resolution of complaints.
- Collaborated with servicing representatives and internal partners to resolve high-risk and complex issues.
- Collaborated with servicing representatives and internal partners to successfully resolve high-risk and complex issues.
- Applied sound judgment when evaluating exceptions and approvals while maintaining compliance with company policies.
- Delivered high-quality service under demanding timelines while maintaining accuracy and professionalism.
- Identified recurring issues and proposed enhancements to operational processes and member experience.
- Stayed current on regulatory requirements, banking policies, and best practices through continuous learning and professional development.
Retail Banking Specialist III
USAA
Tampa, FL
06.2014 - 10.2017
- Delivered personalized banking solutions that improved customer satisfaction and strengthened relationships.
- Reduced customer escalations by proactively identifying and resolving member concerns, leading to a smoother customer experience.
- Delivered personalized banking solutions that enhanced customer satisfaction and deepened relationships with members.
- Recommended banking products and services that aligned with member needs while following compliance requirements.
- Recommended banking products and services aligned with member needs, ensuring compliance while maximizing member engagement.
- Maintained thorough documentation and consistently adhered to banking procedures and operational standards.
Education
MBA - Human Resources Development
Saint Leo University
Saint Leo, FL06-2025
Bachelor of Science - Organizational Management & Leadership
St. Petersburg College
Clearwater, FL12-2020
Associate of Science - Business Administration
Hillsborough Community College
Tampa, FL12-2015
Skills
- Regulatory Compliance
- Banking Regulations
- Audit Readiness
- Case Review
- Risk Assessment
- Issue analysis
- Issue resolution
- Root Cause Analysis
- Documentation reporting
- Quality Standards
- Critical Thinking
- Attention to Detail
- Cross-Functional Collaboration
- Customer Experience
- Dispute resolution
- Time Management
Timeline
Advocacy Advisor II
USAA
07.2022 - Current
Member Resolutions Team
USAA
11.2017 - 07.2022
Retail Banking Specialist III
USAA
06.2014 - 10.2017
MBA - Human Resources Development
Saint Leo University
Bachelor of Science - Organizational Management & Leadership
St. Petersburg College
Associate of Science - Business Administration
Hillsborough Community College