Yessenia Hernandez
Salt Lake City
Summary
Dynamic professional with a strong foundation in project management and a passion for delivering exceptional support to customers, colleagues, and external partners. Proven ability to leverage expertise to drive successful outcomes and contribute to organizational objectives. Committed to fostering collaborative relationships that enhance productivity and ensure alignment with company goals. Eager to bring innovative solutions and a results-oriented mindset to a forward-thinking organization.
Overview
15
15
years of professional experience
Work History
Senior Analyst
American Express Financial Services
Sandy, Utah
03.2024 - 04.2026
- Lead Savings Portfolio Servicing Communications Compliance Re-review of 200+ customer facing communications (including systematic, ad hoc, and manual communications)
- Lead Savings Compliance review of 25+ Savings portfolio forms
- Lead Servicing communication decommissions
- Lead and fulfill all requests for Regulatory Servicing communication requests raised by Servicing, front office, compliance, complaints processing and corporate partners
- Lead the creation of cross product Servicing communications (these dynamic communications may be used for Savings, Checking and Business Checking products or Savings and Checking products)
- Lead the creation of Ad Hoc communication needs raised by Servicing, front office, compliance and corporate partners
- Lead Ad Hoc Remediation communication needs raised by issue management, complaint processing, and Front office and Servicing partners
- Lead the management of 25+ Regulatory Savings Portfolio forms in Adobe (including but not limited to IRA servicing forms, Hold Harmless and indemnity agreements, New Account Form, Joint Signature Form, Third Party disclosure form, Beneficiary designation form, etc.)
- Create monthly PPT updates covering Savings servicing communications analytics including outliers, trends, volumes, etc.
- Coordinate with Line of business Compliance Officers, General Compliance Officers, Privacy and Risk, Enterprise Banking Servicing Team Leads, and Banking Servicing Network Strategy and integration product management team on Savings customer facing communications as required by the regulatory annual or bi annual reviews as well as new servicing communication requests
- Collaborate with Banking Servicing Network Strategy & Integration product management to define Servicing communication requirements for the front and back office servicing teams (i.e. this would result in creating PPT navigation guides for our servicing team professionals.)
- Collaborate with Banking Servicing Network Strategy & Integration product management to vet Servicing communication needs for the front and back office (i.e. this results in clearly defining the communication need, important milestones, regulatory requirements, deadlines, etc.)
- Collaborate with Banking Servicing Network - Strategy & Integration product management to create or approve Colleague Help Center procedures and processes for the front and back office
- Collaborate with Product Development team to fulfil Savings Portfolio Servicing communication needs including but not limited to the following responsibilities
- Provide clear expectations surrounding net new or existing communications by creating new requests in JIRA and or Confluence
- Provide a Compliance approved mock up communication or form
- Attend bi-weekly Refinement Sessions to obtain the status of new or existing requests
- Provide relevant context surrounding the business function the communication applies to
- Answer Product development and tech partner inquiries related to requests
- Perform testing (and record keeping) of net new or changes to existing communications
- Perform and provide business sign off review of test file communications to tech partners
- Perform and provide End to end sign off to product development partners
- Perform and provide sign off on Post Implementation Validation files
- Create and manage the Savings and Checking cross Functional Procedure for Ad Hoc communications
- Manage the Savings servicing communications procedure
- Collaborate with Consumer Banking Director of Product Management to lead the Individual Retirement Account (IRA) product decommissioning including but not limited to the following responsibilities
- IRA servicing subject matter expert (SME)
- Create campaign to engage the IRA portfolio and ensure all IRA accounts are closed by the applicable deadline
- Partner with key stakeholders including the Vice President and Senior Vice President of Consumer Banking, General Compliance Officers, Line of Business Compliance Officers, Risk and Privacy
- Work with an approved third party marketing company to ensure the communications were sent in a timely manner (via mail or email)
- Create an Outbound call campaign to inform existing customers of the applicable account closure deadline as well as their options to move their funds to an external financial institution
- Create FAQ’s surrounding the IRA decommission for front and back office IRA teams
- Create procedures for Enterprise Banking Servicing and Front office IRA teams to handle IRA account closure requests/inquiries
- Attend call listenings to provide feedback related to the product decommission handling
- Capture and review customer complaints (resulting in procedural updates, training opportunities, etc.)
- Manage IRA servicing forms by adding applicable Product decommission details
- Partner with tech to remove all IRA deposit forms from the web
- Provide business sign off for IRA updates (i.e. removal of forms, FAQ’s, procedures, etc.)
- Communicate the status of the IRA product decommission with key stakeholders and partners on a biweekly and monthly basis via PPT presentations
Senior Analyst
American Express Financial Services
Sandy, Utah
05.2023 - 03.2024
- Manage Front and Back office IRA procedures by providing business sign off on new and existing procedures
- Create and manage IRA customer facing servicing communications
- Create and manage IRA customer facing servicing forms
- Create talking points for front and back-office colleagues to help support IRA updates
- Create an Outbound call campaign to engage newly acquired IRA customers to increase our portfolio
- Create an 2024 IRA contribution marketing campaign
- Lead IRA customer remediations
- Manage Third party relationships by ensuring Invoices are correct and paid, act as third party liaison to ensure third party requirements are fulfilled
- Manage and address IRA customer complaints including executive escalations
- Partner with Front and back office servicing leads to seek feedback surrounding IRA procedures and processes
- Partner with Line of business Compliance officers, General Compliance Officers, Ernest & Young as well as PMC partners in the creation of IRA communications, remediations, forms, procedures, FAQ’s, etc.
- Partner with Ernest & Young and PMC to Mitigate risk surrounding the IRA product
- Partner with Ernest & Young to capture all applicable State tax withholding rules to create colleague help aids, procedures.
- Partner with Enterprise Banking Servicing IRA team to capture, report and remit IRA distribution State tax withholdings
- Partner with Consumer Banking tax project management to file 1099-R and 5498 forms
IRA Specialist Administrator
American Express Financial Services
Sandy, Utah
01.2020 - 05.2023
- Servicing Team Support (Learn existing Back-office money movement and maintenance team functions) Including but not limited to
- Deposit incoming wire transfers
- Process check withdrawals or deposits
- Process internal transfers and ACH transfers
- Process Forced fraud closures and other money movement needs driven by fraud concerns
- Mailing out documents for non-IRA Savings and CD accounts processing
- Subject Matter Expert (SME) for IRA processing and information including staying up to date with current events/news that may impact IRAs at American Express National Bank (Includes working with Project Management, Customer Experience and the UAT Testing Team within AMEX and external third party partners like FIS, PMC and EY)
- Create and manage 80+ IRA Specific servicing procedures for Front Office (Call Center) and back office (Enterprise Banking servicing team)
- Create IRA State withholding remittance procedure
- Create call handling quick notes
- Create IRA Specific Help aids related to procedural updates for Front Office (Call Center) and back office (Enterprise Banking servicing team)
- Create IRA Specific FAQs and talking points for Front Office (Call Center) and back office (Enterprise Banking servicing team) (i.e. FAQ’s and Talking points surrounding call drivers like tax season.)
- Create IRA Back office New Hire Training material (includes partnering with Business Servicing Network Project management and GSLN – Global Servicing Learning Network partners)
- UAT Product Testing during system build/before IRA launch (Testing included testing the IRA Specific functions in relevant systems, testing servicing communications, testing procedure drafts against newly built system functions)
- Partner with Ernest & Young and Pension Management Company (PMC)
- On board EBS IRA Colleagues as well as non-IRA EBS Colleagues (i.e. guiding them through applicable tools, required links, etc.)
- Process IRA servicing documents while staying in accordance with AENB Compliance requirements and applicable regulations (Request processing can include the following money movement or maintenance account functions)
- Deposit incoming wire transfers
- Process check withdrawals or check deposits
- Process internal transfers and ACH transfers
- Process beneficiary changes
- Process customer information changes
- Mailing or faxing documents to external financial institutions
- Inbound call handling (handle inbound calls from AENB front office colleagues, new and existing customers, and external financial institutions)
- Outbound call handling (place outbound calls to customers in response to documents they’ve submitted or to external financial institutions as applicable)
- Resolving Escalated Customer calls/written inquiries (Calls may be transferred from call center partners or received via mail, fax, or voicemail.)
IRA Account Manager
Discover Financial
Salt Lake City, Utah
09.2017 - 01.2019
- Inbound/Outbound phone calls to customers
- Responsible for leaving messages in an attempt to complete customer request
- Processing written documents while avoiding errors and complying with IRS standards
- Training new employees on written processes and procedures
- Creating help aids to assist with training processes
- Web/Technical Support
- Card Service Representative
- Inbound customer service, handling basic and routine customer service
- Utilizes effective communication skills to handle and resolve customer service inquiries
- Responds to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Beneficiary Care
- Written processing of payouts for deceased account holders
- Filing/processing completed documentation
- Creating help aids to assist with written processes
Team Leader/Global Expert
Dish Network
Tulsa, Oklahoma
07.2014 - 05.2017
- Coaching Agents/Acting Coach
- Writing work processes
- Creating Email Templates and Chat Transcripts
- De-escalating Phone calls, Online Chats and Emails
- S3- Advanced Sling Support (Promoted)
- Quality Customer Service
- Assisting callers with technical issues
- Escalating and following up with unresolved technical issues
- Customer Service Representative
- Customer service
- Assisting callers with technical issues
Receptionist/Recruiting
Alorica
Tulsa, Oklahoma
01.2013 - 07.2014
- Assisting new candidates
- Providing drug test
- Interviews
- Inbound/Outbound phone calls to applicants
- Team Leader (Promoted)
- De-escalating phone calls
- Assisting other agents with their phone calls
- Providing Overrides
- Coaching agents
- Call Center – Customer Service Representative (Promoted)
- Customer Service
- Assist callers with technical issues
Crew Member
Burger King
Tulsa, Oklahoma
08.2011 - 12.2012
- Customer Service
- Stocking
- Organizing
- Maintained clean and safe work area
Education
Associate’s degree - Quality Control
Spartan College of Aeronautics & Technology
Tulsa, Oklahoma03-2014
Skills
- 5 years Banking experience (Call center, back office/servicing, Corporate)
- 2 years Product/project Management experience
- IRA Specialist 5 Years
- Experience working with internal and external partners
- Stakeholder communication
- Scenario planning
- Deadline adherence
- Process enhancement
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Analyst
American Express Financial Services
03.2024 - 04.2026
Senior Analyst
American Express Financial Services
05.2023 - 03.2024
IRA Specialist Administrator
American Express Financial Services
01.2020 - 05.2023
IRA Account Manager
Discover Financial
09.2017 - 01.2019
Team Leader/Global Expert
Dish Network
07.2014 - 05.2017
Receptionist/Recruiting
Alorica
01.2013 - 07.2014
Crew Member
Burger King
08.2011 - 12.2012
Associate’s degree - Quality Control
Spartan College of Aeronautics & Technology