Erin Maes

Phoenix, AZ ***** 602-***-**** ad21i3@r.postjobfree.com https://www.linkedin.com/in/erin-maes-32aa0024/

Summary of Qualifications

Results-driven and client focused Senior manager with over 20 years’ experience in the financial services industry. Developed strop competencies in customer and sales management, team building, training, and compliance. Passionate about creating a positive and collaborative work environment that motivates staff, recognizes their achievements, and supports personal growth. Demonstrates a strong commitment to continuous process improvement and exceeding KPIs. Adept at effective communication and fostering collaboration across diverse functions. Proven ability to thrive in ambiguous and rapidly changing environments. I strive to provide exceptional service and value to our clients, partners, and stakeholders.

Skills and Financial Licenses

FINRA Securities Licenses: 7,63,9 and 10/, AZ Life Insurance

*Situational Leadership *Change Management *Audit/Risk assessment *Regulatory Compliance *Employee Engagement *Presentation preparation and delivery to all levels of management *Training Facilitator *Business process improvement *Product Sales * Microsoft Office Suite *Salesforce *Lean Methodology

PROFESSIONAL EXPERIENCE

Charles Schwab– Phoenix, AZ 2017 – 2023

Senior Manager – Cashiering Department Phoenix, AZ

Managed a team of 15-20 licensed professionals who were responsible for assisting clients with all Money movement throughout Schwab through processing transactions and client interaction via inbound and outbound calls. Familiarity with Call Center and Quality Assurance software

High Level of knowledge in a diverse offering of products including ACH, Deposits, Internal Transfers, and Retirement products

Expertise in small business IRAs. Involved with product development including the enhancement of employer/customer forms, and the writing of internal procedures. Reduced cycle time in half and decreased NOT IN GOOD Order paperwork. Partnered with technology to develop a Robotic Automation System to robotize and eliminate a large portion of manual processing.

Led the acquisition of TD Ameritrade accounts to ensure a seamless transition in the operations department.

Passionate about personal and professional development. Successful at cultivating high performing teams by creating an environment that motivates employees, recognizes achievements, and focuses on career development.

Heavily involved with risk and compliance audits and reporting to ensure proper procedures and guidelines are followed correctly.

Utilized interpersonal skills and previous sales experience to educate abs sell advisors on the benefits of our products.

Wells Fargo – Phoenix, AZ 2003--2017

Call Center Site Leader – Shareowner Services Phoenix, AZ November 2010 – October 2017

Responsible for the management of call center business, handling shareholder transactions and inquiries for 500 external clients. Teams consisted of up to 20 stock transfer agents with a direct influence over 6 exempt team managers.

Responsible for ensuring both client and department service levels are satisfied through creating new strategies, sharing awareness surrounding productivity, and directly overseeing performance standards. Conduct performance evaluations, identify ongoing training needs, and facilitate learning sessions to cultivate growth and generate positive moral within the team environment.

Heavily Involved in Quality Assurance and Workforce Management.

Loan Administration Operations Manager Phoenix, AZ April 2006 – November 2010

Responsible for the daily operations of the title and transport group.

Tasked with the oversight and management support of a team that worked toward preparing repossessed vehicles for sale at auction.

Managed vendor relationships and handled all escalated issues. Prepared for merger with Wells Fargo Financial by training team members on systems’ conversion. Involved in process improvement to support business needs. Increased monthly workflow by 100% through task reassignment and streamlining of procedures.

Operations Analyst II - Auto Finance Phoenix, AZ January 2003- April 2006

Worked to support collections department within the auto finance group by forecasting sales and recognizing potential losses.

Enhanced and maintained the department’ invoice database. Built queries and reports to assist in the budgeting and tracking of expenditures.

Implemented reports outlining monthly trends and identifying reasons for missing sales goals. These reports allowed management to adjust forecasts and identify gaps.

EDUCATION

Bachelor of Science, Business Administration – University of Arizona (UofA)

Degrees – Marketing and Business Management

Key Contributor Award 2022

Directors Choice Award 2023

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