Account Manager Ii

Charlotte Harris

Birmingham, AL ***** 205-***-**** ************@*****.***

Professional Summary

Seasoned Banking and Client Solutions Professional with 15+ years of experience delivering client-centric financial solutions and technical product support within healthcare and commercial banking environments. Recognized for strategic thinking, cross-functional collaboration, and outstanding client retention. Proven ability to drive process improvements, resolve complex issues, and lead technical implementations that exceed customer expectations. Adept at building strong relationships, translating technical requirements, and managing multiple priorities across fast-paced, regulated industries. Core Competencies

Client Relationship Management Product & Technical Solutions Financial & Operational Analysis Strategic Planning & Execution Cross-Functional Leadership Data Integrity & Compliance System Implementation & Optimization Process Improvement

Professional Experience

Account Manager II Fifth Third Bank – Remote 2023 – 2025

● Cultivated and maintained strong client relationships through structured client reviews and proactive outreach as part of the retention strategy. Leveraged HRCMS (Healthcare Revenue Cycle Management System) best practices to ensure product and service delivery consistently exceeded client expectations.

● Executed system updates and enhancements to support client-specific reconciliation processes and drive automation efficiencies for active accounts.

● Published required and ad hoc banner messages across platforms, promptly addressed client inquiries, and communicated necessary modifications to product functionality. Identified product gaps and proposed enhancements to improve performance and user experience.

● Designed and implemented strategic account plans focused on maximizing client satisfaction, profitability, and long-term retention.

● Served as the lead liaison for client-driven application changes, partnering cross-functionally with Technology Management Office (TMO), Relationship Managers (RM), Product Management, and Operations to coordinate and implement modifications.

● Managed the coordination of complex technical and operational requirements across internal banking units and third-party vendors, ensuring complete, accurate, and timely execution.

● Directed cross-departmental special projects in collaboration with Product Solutions Specialists (PSS), Product Management, Operations, and Sales to support innovation and process improvement initiatives. Technical Account Manager II Texas Capital Bank – Birmingham, AL 2021 – 2023

● Coordinated complex technical requirements across multiple bank operations units and external vendors, ensuring the accurate and timely exchange of critical information to support client implementations and system enhancements.

● Led strategic, cross-functional projects in partnership with Product Solutions Specialists (PSS), Product Management, Operations, and Sales to deliver innovative solutions and process improvements.

● Maintained ongoing client engagement through structured reviews and retention strategies, leveraging Healthcare Receivables Solution (HCRS) best practices to ensure superior product performance and client satisfaction.

● Executed system updates to support client-specific logistical and reconciliation needs, streamlining automation and enhancing operational efficiency.

● Managed internal communications for all required and requested banner postings; addressed client inquiries, identified and documented system enhancement needs, and collaborated with stakeholders to close functionality gaps.

● Developed and implemented data-driven strategic plans to improve client satisfaction, maximize profitability, and ensure long-term portfolio retention.

Charlotte Harris

Birmingham, AL 35215 205-***-**** ************@*****.***

● Served as the primary liaison for client-driven application modifications, coordinating with Technology Management Office (TMO), Relationship Managers (RM), Product Management, and Operations to deliver seamless solutions. Product Solutions Account Manager II BBVA Compass – Birmingham, AL 2008 – 2021

● Managed high-value healthcare clients using BBVA’s Healthcare Receivables Solutions (HCRS), supporting technical and operational banking solutions.

● Provided end-to-end support including system updates, issue resolution, and product enhancements.

● Conducted regular client reviews and maintained proactive engagement strategies to ensure satisfaction.

● Identified system gaps and collaborated on solutions to optimize client performance.

● Coordinated cross-departmental initiatives, driving the delivery of complex solutions. Technology Support Representative II BBVA Compass – Birmingham, AL

● Provided Tier 2 support for Treasury Management Systems with a focus on diagnosing and resolving client-reported technical issues.

● Managed escalations, ensuring resolution and clear follow-up across departments.

● Facilitated vendor and operations coordination for technical implementations.

● Created support documentation and training materials for new product rollouts. OFAC Analyst BBVA Compass – Birmingham, AL

● Reviewed and processed OFAC, BSA, and FinCen requests in compliance with federal regulations.

● Handled false hit messages and internal watch lists with high accuracy.

● Maintained strong documentation practices and internal communication protocols. Wire Transfer Representative BBVA Compass – Birmingham, AL

● Processed domestic and international wire transfers, ensuring timeliness and compliance.

● Responded to internal/external customer inquiries professionally.

● Used banking platforms such as PayPlus and CNct to process high-volume transactions. Customer Service Representative / Account Manager Meadowcraft Inc. – Birmingham, AL 2005 – 2008

● Oversaw customer account operations and financial transactions in a high-volume B2B retail environment.

● Managed complex customer orders and resolved high-priority client issues.

● Ensured accurate and timely processing of financial and inventory data. Licensed Practical Nurse (LPN) St. Martin in the Pines – Birmingham, AL 1995 – 1999

● Provided compassionate care to patients in an assisted living facility, including medication administration and patient monitoring.

● Delivered direct care and managed communications with physicians and families.

● Supported the training of new healthcare staff.

Education & Certifications

• Bachelor of Science in Psychology – Alabama State University – Montgomery, AL (Program date 1990)

• Licensed Practical Nurse (LPN) – Bessemer State Technical College – Bessemer, AL (Program date 1995-1997) Charlotte Harris

Birmingham, AL 35215 205-***-**** ************@*****.***

• Community Studies – LifeTrack Program – University of Alabama – Tuscaloosa, AL (Program date 2012) Technical Skills

Microsoft Office Suite (Excel, Access, PowerPoint, Outlook, Word, Publisher) Treasury & Banking Systems: PayPlus, CNct, Alnova, Jira, Bottomline Data Analysis & Financial Reporting Tools

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