Jessica Johnson

Lead multi-scale process improvements and efficiencies for Enterprise Claims, Disputes, and Complaints through partnership, transparent communication, advocacy, and support with customer journey at the center of focus holistically.

Design, implement, and enhance process and systems through collaboration with key business partners in all lines of defense. Develop and align reporting, manage costs, adhere to expense goals, and communicate key information to a variety of organization levels.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Organized and detail-oriented with a strong work ethic.
• Learned and adapted quickly to new technology and software applications.
• Proved successful working within tight deadlines and a fast-paced environment.
• Developed and maintained courteous and effective working relationships.

Oversight of daily business operations including Reg E claims, financial settlement and exceptions processing, KYC Onboarding, and fraud prevention practices.

Drive and support long-term planning for operations teams in influencing business strategy.

Assess and analyze department budgets and manage to forecast.

Motivate and support employees to engage and perform at their best.

Identify and drive process improvements.

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Analyzed and reported on key performance metrics to senior management.
• Facilitated smooth collaboration between departments through clear communication channels.
• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
• Developed and implemented strategies to maximize customer satisfaction.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Developed strong relationships with vendors, resulting in better pricing and improved service quality.

Enhanced complaints reporting for KI metrics

Managed regulatory complaints teams into service levels and established procedures, communication routines, and leadership within the team

Established process, controls, and performance metrics for Prepaid Complaints team in support of the ReliaCard Fraud initiatives

• Adapted quickly to changing circumstances during projects execution without compromising timelines or desired outcomes.
• Delegated tasks to team members based on skill sets and availability, maximizing productivity and performance.
• Streamlined processes for increased efficiency, leading to timely project completion and cost savings.
• Coordinated efforts between departments involved in the projects ensuring seamless collaboration towards achieving common goals.

Managed risk advisory team for RPS and CPS within the Payments Services division

BSA Officer for FSV, U.S. Bank's wholly owned prepaid card platform subsidiary

Managed the prioritization for a $1.3M KYC Budget for RPS technology

Facilitated governance meeting routines for business teams and coordinated senior leadership awareness of FCC activities

Facilitated policy and regulations gap assessment processes

Accountable for results of all financial crimes regulatory and controls testing for assigned business teams

• Managed time efficiently in order to complete all tasks within deadlines.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Strengthened communication skills through regular interactions with others.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Proved successful working within tight deadlines and a fast-paced environment.
• Developed and maintained courteous and effective working relationships.

Managed the design, program enhancement, and execution of the Enhanced Due Diligence review process for the Payments Division

Addressed deficiencies cited within the AML Consent Order through validation and closure of Article 5

managed a global team with a range of staff from non-exempt through exempt professional levels

Mastered complex jurisdictional regulations and multiple policies

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.