Vendor Management Analyst
Resume:
Robin G. Smith
********@*****.***
Vendor Management Analyst
Vendor Management Analyst with proven ability to resolve problems through research using various resources for Retail, Mortgage Servicing and Default Mortgage. Proven expertise in navigating bank operations systems to optimize banking processes and enhance customer experience. Proficient in troubleshooting, managing operational transactions, and assisting with escalations. Committed to delivering exceptional service.
KEY SKILLS
Problem resolving, Reliable team player, known for placing team success above personal success, Self-motivated,
Dependable, Customer Service, MBWS, CWOC, Excel, Word, EURC, My Tech Hub, Active Roles, ID Owner, SAT, MS Office, Oral and Written Communication Skills, Time management, Business analysis skill to enable efficient, accurate and objective decision making, Organizational skills, ServiceNow, Attention to detail, Technological sense and the ability to navigate multiple applications simultaneously, Client relationship management, Excellent interpersonal skills to work within a team and communicate across various departments, Manage shared mailboxes, SAP
PROFESSIONAL EXPERIENCE
JPMORGAN CHASE, Columbus, Ohio
Vendor Management Analyst I, January 2019 – October 2025
Assignment sponsor or 3rd party service provider for 800+ employees.
Coordinated Chase to Assurant access and issues for six years.
Facilitate and troubleshoot vendor access issues.
Facilitated other vendor access when needed.
Manage a Shared mailbox.
Route customer escalated issues to the appropriate department.
Assist Various departments within Escrow to request access to Chase applications.
Ensure all access is established for each vendor associate to assist Chase customers.
Identify and escalate issues impacting service delivery or compliance.
Primary liaison between internal stakeholders and external vendors.
Identify and escalate issues impacting service delivery or compliance.
Lead or support initiatives to onboard new vendors or transition services.
Offboard terminated and onboard vendors.
Provide first-line support for hardware, software, and technology issues.
MB SVC Operations Specialist I, January 2016 - December 2019
Facilitated with various tax issues on MSP and HE loans.
Partnered with a tax vendor to resolve escalated issues.
Reviewed loans in multiple systems daily and completed tasks promptly and correctly.
Completed system access for mortgage staff for Eagle and Smart Web.
Investigated and resolved in MBWS.
MB SVC Operations Specialist II, January 2015 - December 2016
Entered and released Wires, ACH and MITS using various wire systems.
Audit on each wire received.
Review Wire documents for accuracy.
Reconciled daily wire request.
Supported in cross training new employees.
Research Specialist, January 2014 - December 2016
Posted Payments where possible and returned over payments to customer.
Performed distinct types of maintenance to accounts.
Operated various processing systems.
Researched and resolved customer outstanding issues.
Research missing, duplicate, and rejected payments
Process manual checks
Sr Lead Ops Specialist, January 2014 - December 2014
Researched and responded to daily email and Customer Care workbench request.
Responded to escalated emails.
Worked with management and additional loan transfer teams to establish communication and contacts to better assist research issues.
Sort department mail
Sr Lead Operation Specialist, January 2013 - December 2014
Processed vendor set ups and completed daily service requests.
Manage two shared mailboxes.
Reviewing reports to determine accounts that need to be reclassified.
HOA/COA Payments-CCW.
Issue HOA/COA check payments
Operations Specialist, January 2011 - December 2013
Escalated REO invoices, Liens, and manual check requests.
Assisted with the Check Room: Examined department mail, reviewed returned checks and HOA payments.
Reconciliation Specialist, January 2006 - December 2011
Reconciled Demand Deposit / General Ledger accounts, Domestic Collection and CDPIP accounts.
Researched any outages for Internal DDA accounts.
Served as the back-up for numerous accounts when teammates are out of the office or need additional help.
Handled cashier check and money order check fraud.
Served as the Department Identity Access Administrator for Mainframe.
Coordinated all Iron Mountain pickups and orders.
Coordinated with banking centers to resolve any outstanding issues.
Identity Access Administrator-Retail Division, January 1999 - December 2006
Processed over two hundred requests per day for Mainframe access.
Restored passwords.
Review various violation reports.
Created new access profiles.
Researched and resolved access issues.
Retail Operations Specialist, January 1991 - December 1999
Monitored DDA Dormant Accounts for Fraud.
Processed Application maintenance.
Regulation-D monitoring for 425 affiliate banks. Extensive system expertise and knowledge of federal regulations regarding Demand Deposit products.
Assured proper staffing back-up.
Supported problem resolution using DDA, SBS, CIF, PNMS and SAR systems.
Oversaw ODL / Pat verifications and DDA Collateral Holds.
Researched and resolved any branch or customer issues.
Cash Control Specialist, January 1990 - December 1991
Batched daily work and reconciled the house account.
Processed balancing and cash movements daily.
Repayment / File Clerk /Affiliate Specialist, January 1987 - December 1991
Processed payments for Student Loans.
Filed student loans folders.
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