PROFESSIONAL EXPERIENCE

Head Cash Products and Banking Services: Stifel Financial 2017-Present

Reporting to Stifel’s c-suite leading the development of Stifel’s deposit, payment, and digital banking capabilities across affiliates. This includes management of the Broker/Dealer’s Bank Sweep Program, Cash Management Accounts, and savings products as well as the Bank’s retail deposit products, credit card, treasury/business banking platform and associated digital platforms to support Stifel’s direct online bank model.

Highlights Include:

  • Led the integration of the Business Bank of St. Louis acquisition.

  • Negotiated numerous Fintech relationships.

  • Negotiated core system agreements and managed core vendor/partners.

  • Envisioned and led core banking strategy.

  • Envisioned and deployed new brokerage based savings cash product.

  • Deployed and converted to new bill pay system.

  • Deployed new credit card processed by Stifel Bank.

  • Deployed new online deposit account origination system.

  • Deployed new treasury management/business banking platform and ancillary services.

  • Brought Broker/Dealer’s Cash Management Account processing in-house.

  • Successfully navigated unprecedented liquidity levels in Bank Sweep Program.

Vice President Retail Bank Strategy : Scottrade Bank 2015-2017

Led the evolution of Scottrade's Retail Bank deposit products and platforms as well as the assessment of future retail lending products in a direct bank model. Also included ad hoc assignments focused on strengthening the Bank's credit culture and lending processes including mortgage, commercial and equipment finance channels.  The role ended with the purchase of Scottrade Bank by TD Bank where I helped lead the Bank's transition through deal close.

Achievements Include:

  • Led a cross enterprise request for proposal for a new bank core system.

  • Led multiple new deposit product offerings from business case to implementation keeping the financial impact, regulatory compliance, risk profiles and technological scope in perspective (and balanced).

  • Tasked with visioning and implementing the consolidation of money movement operations, systems and clearing across the enterprise (brokerage and bank) including wire, ACH, check writing, debit card and check remittance processing.

  • Led a cross-functional team in the creation of a request for proposal for mortgage servicing technology, mortgage origination technology and BPO services. 

  • Led a cross-functional team in the writing of a request for proposal for consumer finance servicing technology, origination technology and BPO services.

  • Implemented an automated wire platform.

  • Help lead a cross functional team in the strengthening of the Retail Bank's BSA/AML program.

  • Led a team focused on strengthening Scottrade Bank's credit culture and lending processes including mortgage, commercial and equipment finance channels. 

Assistant Vice President Retail Bank Strategy : Scottrade Bank 2012-2015

Bridging the gap between operations, product and technology, my role was tasked with leading the effort to build Scottrade's Bank retail product systems and operations include: ACH, bill pay, debit cards, wire processing and remittance processing.  Tasked with ensuring the products are in compliance and effectively/efficiently supported through a team of four associated and one supervisor.

Achievements Include:

  • The implementation of a Reg E (debit card dispute) management system which resulted in:

    • 28% decrease in claims.

    • 47% increase in transactions.

    • 105% increase in dollars disputed.

    • 14% decrease in dollars lost.

    • 1575% increase in insurance recovery.

    • 34% decrease in the days to process a claim.

    • Contracted and began the implementation of a wire automation platform.

  • Increased bill pay active rate by nearly 10% while reducing annual cost of the platform by over $100K.

  • Standardized all procedures.

  • Successful OCC and Internal Audit reviews with no significant findings.

Sr. Business Systems Analyst : Scottrade 2009-2012

Led from a program perspective the analysis needed for the rollout of Scottrade Bank's retail deposit products and related customer interfaces on FIS's Profile system. I coordinated other Business Analysis peers to support their efforts in defining and eliciting requirements for the multiple projects that made up the program. I worked to serve my BA teammates by relaying strategic vision, as a sounding board for ideas, as a reviewer of material, and as a "roadblock remover" to obstacles that may stand in the way of a goal. The role utilized significant informal leadership and influence.

  • Utilized my knowledge of the operational, financial, and compliance aspects of the deposit side of banking. 

  • Coordinated and solicited requirements across vendors and Scottrade's organization relying on informal leadership to solicit and when necessary persuade to a decision. 

  • Performed enterprise level analysis to develop business requirements, turned those requirements into functional requirements, supported development and testing, and coordinated user acceptance testing. 

  • The result of the program was an integrated, seamless Brokerage and Bank customer experience via Scottrade.com, in person via Scottrade's Brokerage Branch network, on the phone with Scottrade national call center, and via Scottrade’s mobile website and app.

Project Manager, Scottrade 2008-2009

I was provided the opportunity to focus on projects requiring quick implementation or a refocusing of effort. I focused on leading projects versus blindly following the software development lifecycle (SDLC), only using Scottrade's SDLC as a tool and not a crutch. Among the successful projects was the nationwide rollout of a bank sweep program, migration of a key application to a vendor within three months, and the successful turnaround of a troubled project. 

Solutions Specialist : CIO Services 2008

Worked with small and mid-sized businesses to provide network, computer, and website solutions.  Responsible for understanding functionality, documenting specifications, presenting solutions in understandable terms, and obtaining commitment to projects. Closed $70K in work and projects through superior solutions and customer service.

E-Commerce Assistant Channel Manager : Citigroup 2007-2008

This role reported to the Director of E-Commerce for Citi Home Equity. The E-Commerce marketing team managed all campaigns soliciting home equity applications via Internet advertising and lead generators like Lending Tree. In this role I was responsible as a liaison to Technology and Operations coordinating our marketing campaigns and technology roadmap. I took a lead role in the re-development of Citi Home Equity's origination website, www.myhomeequity.com, and increasing the performance of Citi Home Equity's lead generation channel.

Wholesale Offshore Operations Manager : Citigroup 2006-2007

The role managed the Customer Contact team for Citi Home Equity's Wholesale Operations. The team supported brokers selling Citigroup's second mortgage products by providing status and scheduling closings. The team was spread across three vendors with over 80 teammates located in Mumbai, India, Bangalore, India, and Manila, Philippines along with two St. Louis, Missouri based Team Leads supporting the team. The role required mortgage knowledge, personnel management and vendor management skills. I was tasked with the goal of turning this poorly performing team from a liability and into an asset. That goal was accomplished. 

Major Initiatives:

  • Traveled for four weeks to Mumbai, Bangalore, and Manila to learn about the team and to formulate a vision.

  • Instituted a uniform training program implemented across all vendors leveraging the Citigroup Intranet as the medium of distribution.

  • Held quarterly meetings with the senior managers, sales teams, and vendors to first solicit feedback and to then discuss goals and improvements.

  • Leveraged the Intranet using ASP programming and an Access databases to:

    • Develop a feedback loop where by issues can be submitted and investigated by the vendors with replies going to those who submit an issue within 24 hours.

    • Developed a system to record and display team statistics and data to provide transparency and visibility to all vendors and senior management.

    • Developed an online contact form so agents can escalate issues or provide ideas for improvements directly to the U.S. based management team.

    • Developed dynamic pages where new processes and clarifications to current processes can be communicated quickly and accurately to the entire team to increase understanding and reduce errors.

Accomplishments from August 2006 to June 2007:

  • Increased the calls/agent/day (a measure of productivity) by 30%.

  • Decrease abandoned calls by 84%.

  • Decreased Average Handle Time by 124 seconds.

  • Decreased Average Hold Time by 89 seconds.

  • Decreased the number of agents by 63%.

  • Accomplished a 2% lower error rate then the next highest team (onshore or offshore) for scheduled closings.

  • From March 2007 (the time this metric was tracked) to July 2007 the team had the lowest number of General Ledger requests (errors during the scheduling process that resulted in a chargeback) out of all teams onshore or offshore. 

  • Average tenure at a key vendor grew to 17 months with five agents having over two years of experience.

E-Business Support Services Manager/Project Manager : Citigroup 2004-2006

Held the dual role of E-Business Support Services Manager and E-Business Project Manager. 

Support Services Manager

  • Hired to build a team tasked with testing, monitoring, and end-user support of Citi Home Equity's systems.

  • Created and managed an offshore call center with three agents based in Mumbai, India.

  • Call center averaged over 100 calls a day with a total of 30532 calls in 2005.

  • Support Team consisted of three offshore Support Analysts, one onshore Support Analyst, and two onshore Support Leads.

  • No voluntary turnover during my tenure (a recognized achievement in Citigroup for such a highly transactional team).

Project Manager

  • Created business requirements documents working with partners in the business for citihomeequity.com and myhomeequity.com websites

  • Managed the development cycle from expectation setting, scoping, testing, and implementation

  • Worked with business stakeholders, programmers, legal/compliance, and website users

  • Created the functional specifications for the redesign of Citi Home Equity's Wholesale website 

Analyst : Accenture 2003-2004

As an Analyst I scoped and developed web-based solutions for the communication of teams in the Philippines, Argentina, and Peoria, Illinois. I worked closely with offshore development resources in the Philippines. I was also tasked with creating project proposals and specifications for review and approval by management. I made numerous presentations to clients and had daily interaction in a client/consultant setting requiring a focus on customer service with the utmost professionalism.

Owner : NRL Consulting 2001-2003

NRL Consulting was focused on information technology for small businesses in the Columbia, Missouri area. Focused on program design, specifications, and process improvement. Customer service manager, salesman, and project manager were some of the different hats required as owner. I maintained client relationships through top-notch customer service and contracted with fellow students for the coding of large projects. The crown achievement was the creation of an inventory system able to handle consignments for a local Columbia, Missouri business. 

EDUCATION

Scottrade Leadership Development Program - Washington University in St. Louis 2015-2016

American Banker's Association (ABA) 2009-2012

  • Diploma in Bank Operations

University of Missouri-St. Louis 2005-2008

  • Masters in Business Administration

University of Missouri-Columbia 1999-2003

  • BS in Business Administration-Management

  • BA in Computer Science

AWARDS, MEMBERSHIPS, PARTICIPATION

  • Rebuilding Together St. Louis House Captain (2011 - 2016)

  • Rebuilding Together St. Louis House Co-Captain (2010)

  • University of Missouri College of Business Entrepreneur of the Year (2002)

  • President of Alpha Kappa Psi, Upsilon Chapter (2001)

  • VP of Membership Alpha Kappa Psi, Upsilon Chapter (2001)

  • On Executive Committee of Alpha Kappa Psi (2000-2001)

  • President of Truman State Men's Lacrosse (1998-1999)

  • Placed in regional and state DECA competition and went to nationals (1997, 1998)

  • JV Captain of Parkway North JV Lacrosse Team (1997)