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Leads enterprise process improvement and customer experience initiatives across banking operations, digital banking, lending, payments, and support functions. Evaluates customer journeys, identifies workflow inefficiencies, applies Lean and Six Sigma methods, develops process documentation, and oversees quality assurance, UAT readiness, defect management, and implementation preparedness. Partners with cross-functional leaders to establish quality standards, drive continuous improvement, and report outcomes to executive leadership.

Coordinates marketing campaigns, events, sponsorships, promotional products, advertising placements, collateral production, vendor relationships, budgets, compliance reviews, and marketing calendars across multiple banking brands. Supports mortgage marketing, website and social content updates, campaign reporting, and community engagement while maintaining brand consistency and meeting project deadlines.

Owns the bank’s live chat and customer-care email channels, ensuring inquiries are triaged, tracked, resolved, and closed promptly. Builds communication workflows, service standards, ticketing processes, and AI-assisted response capabilities. Partners with branches and departments on escalations, monitors service metrics, manages compliance and risk considerations, and develops the function toward phone-channel ownership. Recruits and leads staff as the operation grows while preserving a personal, community-focused banking experience.

Owns BSA/AML compliance oversight for bank fintech relationships. Responsibilities include fintech due diligence, AML/CFT requirement enforcement, regulatory change implementation, SLA monitoring, issue remediation, relationship management, and support for internal compliance initiatives. The role requires strong knowledge of BSA/AML, KYC/KYB, sanctions, third-party risk management, and fintech or Banking-as-a-Service programs.

Manages commercial loan portfolios by monitoring compliance, covenants, delinquencies, ticklers, technical exceptions, and borrower documentation. Supports loan production and renewals through financial statement analysis, cash flow and collateral assessment, credit presentations, underwriting, and client communication. Collaborates with loan officers, credit administration, operations, and compliance teams while resolving portfolio issues and completing lending projects.