Tom Yosten
Operations Specalist
Mission Viejo,CA
Summary
Versatile Operations Specialist successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
18
18
years of professional experience
Work History
Central Operations Specialist
Partners Bank of California
02.2021 - 09.2023
- Review and input all outgoing domestic and international wire transfer requests. Audit incoming wire transfers, including suspicious or unusual activity, and post as appropriate
- Work closely with our BSA Team in providing detailed account and account transactions/activity reviews when warranted
- Prepared monthly certification for Senior Management review
- Acting Branch Supervisor during staff outages or shortages, providing guidance, approvals, and overrides
- Worked with Client Advisors regarding Back Office expectations and provided training for new staff members as appropriate
- Member of Complaint Resolution Committee.
Operations Specialist
Banc Of California (Through Eastridge Workforce)
09.2020 - 02.2021
- Collected, arranged, and input information into database system.
- Balance multiple GLs and reconcile all ATM, Branch Capture & Transit work, as well as FRB inclearings and returns on a daily basis.
- Audited stop payment requests submitted online and though customer service representatives, and guided Branch Operation Teams to ensure timely decisions made for these as well as non-posted items.
- Reviewed all subpoenas and legal requests served to the Bank, and provided detailed copies as requested.
- Review, submit, and track all foreign entries accepted at branches
- Provide general support for Private Banking Client requests.
Call Center Supervisor
Farmers and Merchants Bank
06.2014 - 12.2019
- Directed a team of 22 Department Leads and Associates in providing outstanding assistance and support to our account holders as well as internal departments and team members
- Provided managerial support to the Online Banking Team and Card Fraud Department during extended / evening hours and weekends.
- Insured that Call Center service goals were met in the areas of average speed of answer, average handle time, abandoned call ratio and overall service level (example: 90% of calls answered within 60 seconds)
- Took escalated calls for each department through the appropriate management queue and resolved customer issues
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Back Office Representative
Farmers Insurance Group Federal Credit Union
05.2009 - 12.2012
- Acting Fraud Investigator for all branches and members.
- Responsible for all garnishments and subpoenas served to the Credit Union for member accounts.
- Provided complete coverage for all ACH functions during Administrator's absence
- Developed updated and streamlined reference material for all branches as well as internal departments
- Provided on-site training for branch staff and management during system upgrades.
Card Fraud Analyst
Co-Op Financial Systems
10.2007 - 05.2009
- Assisted Risk Analysts in identifying latest fraud trends, allowing them to update and renew rules to lower exposure to credit union losses.
- Monitored in real-time high-risk debit and ATM card activity for over 250 credit unions nationwide
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Trained new employees on department procedures and expectations.
- Collected, reported, and maintained department statistics to monitor volumes and trends.
Assistant Financial Center Manager
Washington Mutual Bank
05.2005 - 04.2007
- Acting Branch Manager, October 2006 - March 2007
- Ensured all clients were served in a highly professional and courteous manner
- Daily responsibilities included opening and closing the Banking Center, approving overrides, assisting in the training of new tellers, monitoring cash limits, making supervisory decisions, scheduling lunch breaks, and ensuring quality customer service at all times
- Continuing company training as required, including lending practices and compliance
- Examined customer loan applications for loan approvals and denials.
Timeline
Central Operations Specialist
Partners Bank of California
02.2021 - 09.2023
Operations Specialist
Banc Of California (Through Eastridge Workforce)
09.2020 - 02.2021
Call Center Supervisor
Farmers and Merchants Bank
06.2014 - 12.2019
Back Office Representative
Farmers Insurance Group Federal Credit Union
05.2009 - 12.2012
Card Fraud Analyst
Co-Op Financial Systems
10.2007 - 05.2009
Assistant Financial Center Manager
Washington Mutual Bank
05.2005 - 04.2007
Skills
- Analytical and Critical Thinking
- Excellent Communication
- Organization and Time Management
- Effective problem solver
- Exceptional telephone etiquette
- Complaint resolution
- Leadership
- Problem-Solving
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