Matthew Crocker

Account Management Operations Analyst

Bank of America

Oct 2022 - Current (3 years 10 months)

• Responsible for quarterly billing across 500+ retirement plans • Review, update, and maintain procedures to support line of business • Oversee handling and assign requests for timely processing • Perform upstream and downstream communication to meet client expectations • Conducted QA reviews of colleagues' process to ensure accuracy, compliance, and efficiency • Identified operational risks and implemented changes to mitigate future potential issues • Monitored and recorded key performance metrics to track operational efficiency

Collateral Release Specialist/

Bank of America

Oct 2019 - Oct 2022 (3 years 1 month)

• Processed daily collateral releases with accuracy and efficiency • Handled vault operations, overseeing the storage and handling of all physical collateral • Collaborated with closely related teams to support upstream and downstream processes • Assisted with the morning printing process of collateral, ensuring same-day mailing • Public Notary performing hundreds of notarizations daily with accuracy and compliance • Continuously expanded responsibilities that enhanced team efficiency and cross-department support

Client Service Advocate/

Voya Financial

Jun 2012 - May 2019 (7 years)

• Comprehensive knowledge and expertise in 401k plan administration and customer service • Progressed through multiple roles over a 7-year tenure, including Customer Service Associate, Supervisor, Trainer, and Senior CSA demonstrating versatility and leadership • Effectively de-escalated calls transferred by internal teammates • Trained new hires ensuring a thorough understanding of procedures • Often providing guidance and support to teammates increasing team efficiency • Recorded and communicated high-level customer complaints internally

C

Team Lead Supervisor

CaptionCall by Sorenson

Mar 2008 - Mar 2012 (4 years 1 month)

Led a team of 15 to 20 individuals in a fast paced customer service environment. Performed relay calls for clients while maintaining SLA requirements.

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