Summary
Overview
Work History
Education
Skills
Timeline
Training
Generic

Suzanna Graham

North Branford,CT

Summary

Highly motivated banking operations professional with 20 years of financial experience including banking operations, treasury, transaction processing, compliance and efficiencies to optimize processes. A skilled leader with an established reputation for exceeding expectations and cultivating positive relationships with clients and colleagues.

Overview

27
27
years of professional experience

Work History

Tax Office Administrator

Shoreline Tax Solutions LLC
Madison, CT
  • Greeting clients, manage front desk interactions.
  • Answered multi-line phone system, route calls, delivering messages to staff and greeting clients.
  • Create and maintain client profiles in tax software.
  • Handle intake and outtake of sensitive tax documents, including scanning and filing.
  • Electronically transmit completed tax returns and track delivery confirmations.
  • Assist with invoice and bill payment tracking.
  • Post payments and make bank deposits.
  • Respond to client emails.
  • Streamlined office operations by implementing efficient filing system and digital record management.

Banking Operations Specialist Deposit

First Carolina Bank/BM Technologies, Inc.
New Haven, CT
01.2016 - 01.2025
  • Write process guidelines and procedures for specific operational workflow.
  • Train department associates for transition of Core Conversion from Fiserv to FIS.
  • Write a script for associate beta testing to ensure knowledge transition.
  • Process and balance chargebacks, paper deposits, place reg cc holds adjust deposit floats on accounts, send customer notices.
  • Investigate potential fraud, analyze trends report findings.
  • Research and adjust customer accounts for deposit errors.
  • Set up school accounts customer, deposit and ACH profile for money movement for internal accounts, update tech support.
  • Identify and decision exceptions for unposted transactions, dormant and stop suspect.
  • Balance daily reconciliation, late returns and summit Fed adjustments.
  • Handle death notifications, alert accounts, and make money movement entries.
  • Place stop payments for bill pay, debit card and POS transactions.
  • Microsoft Outlook, Teams, SharePoint.

Operations Manager

Fiserv/CheckFree Pay
Wallingford, CT
01.1998 - 01.2016
  • Responsible for 15 people within Research and Item Processing consisting of ACH/money movement, check processing, adjusting customer’s bill payments, client set ups, and escalated client/customer inquiries, working with project management.
  • Support quality improvement initiatives across all lines of business.
  • Develop strategies with our IT Department to ensure successful implementation for new clients as well as enhancing the needs of existing clients.
  • Work with the legal department to document steps for subpoenas and better business complaints.
  • Maintain audit controls, work closely with internal and external auditors providing documentation.
  • Update documentation for SAS70, SOXS, (BCP) Business Continuity plan, (PCI) personal credit card information, internal procedures and processes.
  • Establish achievable goal setting, meet service level agreements, cross training, coaching, performance reviews.
  • Work directly with Account Managers regarding biller mergers, exception processing and business rules.
  • Collection of funds and recovery from agents and clients.
  • Received Yellow Belt Six Sigma Certification.
  • Word, Excel, PowerPoint, Outlook, SharePoint.

Education

High School -

North Branford High School
North Branford, CT

Adult Education Courses

Gateway Community College
New Haven, CT

Bank Operations

American Institute of Banking
New Haven, CT

Skills

  • Selected to work on core conversion to prepare associates for transition to FIS Attend classes for conversion and prepared written documentation, PowerPoint and Beta test script
  • Analyze trends, suspicious transactions, investigate and research potential fraud
  • Excellent leadership skills able to prioritize, delegate tasks, and make sound decisions quickly while maintaining a focus on the overall organization
  • Strong communication, interpersonal and presentation skills
  • Demonstrated record of high-performance standard including attention to schedules, deadlines, budgets and analytical problem solving

Timeline

Banking Operations Specialist Deposit

First Carolina Bank/BM Technologies, Inc.
01.2016 - 01.2025

Operations Manager

Fiserv/CheckFree Pay
01.1998 - 01.2016

Tax Office Administrator

Shoreline Tax Solutions LLC

Adult Education Courses

Gateway Community College

Bank Operations

American Institute of Banking

High School -

North Branford High School

Training

  • Change Management Leader
  • Situational Leadership BSA
  • Training NACH
  • Online course training at BM Technologies Inc.-Banking Industry
  • Bank Secrecy Act CIP Requirements
  • Business Continuity Planning
  • Dept of Education- Cash Management Regulations
  • Reg CC and Funds Availability Check
  • 21 Act Overview
  • Electronic Funds Transfer Act
  • Wire Transfer
  • Automated Clearing House (ACH)
  • Suspicious Activity Reporting
  • Red Flag Rule for Identity Theft A Training

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