Cheryl Boyd

Quality Assurance Administrator

• Maintained comprehensive knowledge of relevant policy and procedure related to Money movement and non monetary requests, ensuring compliance throughout the Quality Assurance process.
• Conducted training sessions for Quality Assurance team members, enhancing their skills and knowledge of complex and non complex transactions.
• Facilitate meetings with internal partners when clarification is needed regarding a process.
• Participated in Kaizen meetings to offer input regarding Quality Assurance role in Workflow.
• Participated and at times organized meetings with technology partners to provide more information when challenges occurred with Service Request Center.
• Participated in testing Service Request Center prior to the initial rollout.
• Also assist with reporting rotation of tasks including iLien, Monthly Performance Evaluation, and Authentication Quality Assurance when not involved with training.
• Participated in writing procedures through collaboration and independent research.

• Serves as a liaison between Credit Advisors, Underwriting, and Collateral Manager Departments.
• Provide guidance and training to other team members when processing and structuring Loan documentation.
• Process and prepare Loan Modification and Reduction requests.
• Ensure all documentation is accurate during initial processing of loan.
• Served as back up on occasion in my Team Leader's absence, and assisted with assigning and managing pipeline.
• Audits all complex Loan files prior to delivery for client.
• Reviews all information provided from Underwriting and Collateral Monitoring Team for accuracy.

• Researched complex inquiries and worked to provide information for resolution within compliance guidelines.
• Coached and guided teammates on policy and procedure.
• Monitored and managed the Risk Control queue to ensure ease of business for internal and external clients.
• Reviewed and approved Wires prior to release.
• Trained and advised processors on wire format.
• Worked with Private Banking partners to ensure wire agreements were corrected and accurate.

• Processed outgoing wires for Wealth Clients.
• Reviewed wire agreements for compliance guidelines.
• Coached and provided teammates with support when transactions were misdirected causing client impact.

• Researched and responded to customer inquiries regarding Online, Retail and Credit Card Services via email or telephone correspondence promptly to efficiently maintain department service level goals.
• Analyzed and assessed reported issues related to customer navigation and provided instructional support for Wachovia Online Banking Services.
• Assisted with reviewing and processing escalated research tickets submitted by teammates.

• Assisted customers with monetary transactions and provided information on current Wachovia products, based on individual customer assessment.
• Served as a Teller Mentor and Coach In various Branches in East/South Charlotte Area.
• Managed and served as Custodian of the Vault, Commercial Depository, and ATM.