Rosalyn Lee
Ellenwood,Georgia
Summary
Solutions-focused operations professional with over 15 years of bank operations experience offering expert knowledge in bank operations, implementation, process improvements, tracking, monitoring, Treasury Management knowledge of bank transaction, processing systems, Microsoft office, multiple workflow monitoring systems, reporting, user acceptance testing, product development, auditing, compliance, quality assurance, and incident claim management. Trusted business partner, epic customer advocate professional, effective communicator, and master problem-solving, project manager known for building productive relationships with internal / external partners at all levels / disciplines to hit performance benchmarks, drive innovation, and streamline operational efficiencies to meet business, delivery, and financial expectations.
Overview
17
17
years of professional experience
Work History
Business Analyst and Client Advocacy Specialist
DEXIAN DISYS - DIGITAL INTELLIGENCE SYSTEMS
10.2022 - Current
- Provided daily operational research support to multiple departments within Money Movement Check Team as subject matter expert for different check products
- Championed daily customer banking, digital, payment and fraud complaints cases with strong verbal, written and negotiation skills while maintaining composure and patience in face of difficult situations
- Owned end to end process of analytical research root and direct cases incident and remediation claims
- Drafted incident reports, guide, and support conversations with recommendations to achieve effective resolution within driven deadline
- Reviewed control reports for Funds Availability, Mobile Check Deposit, and monthly Bank Letter validation to identify file variances, anomalies, and requirement exceptions to rules with data and all deposit channels processes
- Report discrepancies and product failures to various Line of Business Management, IT Management and Support with Level of Service
- Stay abreast of all departmental (KIP) Key Performance Indicators to ensure compliance with SLAs, processing deadlines, and reporting requirements, consistently shared best practices and procedures, support development of Standard of Practices to streamline processes, performance and improve efficiency.
- Improved business processes by analyzing current practices and recommending optimization strategies.
Banking Business Operations Analyst III
TRUIST BANK
08.2009 - 05.2022
- Delivered exceptional support for Treasury Management Products, Client Support, Incident/Case Management, and Accounting with regulatory focus.
- Delivered provider support to over 100+ clients, handling high volume of inbound and outbound calls, and reaching complex customer dispute claims, file errors, bank discrepancies account research, and maintenance updates.
- Served as key contributor expert, Operation Analyst, product production, and key implementation correspondent for complex Treasury Services to understand and communicate complete product lifecycle.
- Monitored and evaluated first and second shift processing 100+ Image Cash Letters, Teller Capture, Online Deposit, Return Items, ATM, Lockbox, Vendor, Positive Pay, Balance Reporting, ACH and Electronic Data Interchange files daily, acting as first line of defense when identifying and remediating file transmission errors and remediation cases for internal and external financial movement clients.
- Demonstrated mastery of key Online Services products technical specifications and how successful and timely implementation plays key role toward larger organizational revenue objectives.
- Participated in project management and pilot initiatives designed to spark innovation, supported team members across network in onboarding and transition of clients to Treasury Services complex products, provided creative solutions to accelerate faster resolution client issues, and supported implementation calls for Image Cash Letter clients.
- Provided continuous monitoring of 6 different workflow / product streams supporting over $ 1 billion in aggregate deposits and 700,000 unique transactions, reviewed daily over 100+ query-based response files to identify out-of-sequence deposits / discrepancies, diagnosed root cause of errors, evaluated file record requirements, and file name discrepancies, and overall file status as needed to ensure end of day transaction settlement balance, close out.
- Supported end-to-end process and problem solve for resolution of both Treasury Services, Federal Reserve Exchange, and Partner Exchange Banks file interruption issues impacting user functionality, resolving more than 25 Level 1 / Level 2 Help Desk incident issues while simultaneously triaging, assisting clients, training team, testing, monitoring continuous workstream flow, inbound emails, and process enhancements, recognized for exceptional ability to meet Service Level Agreements and met 100% compliance expectations.
- Trained Compliance Coordinator and point person to test continuity plan to ensure proper Business Continuity practices were in place in event of a business disruption.
- Provided daily operational support to over $1 Billion in deposits, 500,000+ individual transactions, and over 2 million dollars in E-banking, Treasury Management Revenue, hitting performance benchmarks, and driving innovation through diagnostic problem-solving, query optimization, and qualitative / quantitative analysis.
- Streamlined business operations by identifying inefficiencies and implementing process improvements.
Item Processing Operation Analyst
Truist Bank
06.2007 - 08.2009
- Functioned as a proven solutions-driven liaison team support with impeccable people and process management skills, leveraging remarkable influence management and coaching abilities to solve mission-critical goals and utilized a keen ability to develop Standards of Practices, fulfill knowledge gaps across the department, and improve the functional expertise of team members.
- Spearheaded the development of risk governance protocols to support more than 20 semiannual audits where each audit was designed to unearth weaknesses in processes and functionality for key Treasury Management Products and Item Processing processes, instituted reporting, and controls to help the department achieve a 98% plus satisfactory rating.
- Acted as a key facilitator for a 2-year network-wide project to improve Retail Bank Teller workflow to Item Processing Dept, served as a subject matter expert for the entire workstream including responding to and drafting procedural revisions, and acted as a point guard charged with ensuring issue resolution was trafficked to the appropriate internal partner.
- Supported third-party Auditors on key evaluation metrics including compiling balance control sampling, conducting workflow evaluations, and demonstrating the safeguarding of confidential information.
- Analyzed data trends for informed decision-making, leading to cost savings and improved performance.
Education
No Degree - Business Administration
Georgia State University
Atlanta, GASkills
- Customer Success Advocate
- Detail Focused
- Excel – VLOOKUP and Pivots
- Compliance and Risk
- Excellent Communication
- Relationship Management
- Quality Assurance
- Deadline Driven
- Operations Analysis
- Strategic Research Thinker
- Process Improvement
- Team Focused
- Regulatory Guidelines
- Organization and Time Management
- Troubleshooting
- Time Management
Timeline
Business Analyst and Client Advocacy Specialist
DEXIAN DISYS - DIGITAL INTELLIGENCE SYSTEMS
10.2022 - Current
Banking Business Operations Analyst III
TRUIST BANK
08.2009 - 05.2022
Item Processing Operation Analyst
Truist Bank
06.2007 - 08.2009
No Degree - Business Administration
Georgia State University
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