Carl M.

Senior Financial Operations Analyst @Optum Bank

Salt Lake City, UT, US

Detail-oriented and analytical financial services professional with 3+ years of experience in complaint and escalation management, regulatory compliance, and customer resolution within high-volume environments. Proven track record in identifying root causes, drafting professional responses, and supporting process improvements to reduce risk and increase customer satisfaction. Skilled in stakeholder collaboration, CRM tools like ServiceNow, and interpreting regulatory requirements in the financial sector. Extensive knowledge of claim denials and IRS regulations related to financial services and healthcare compliance.Key Skills- Complaint Management & Resolution- Regulatory Compliance (Federal & State)- Root Cause Analysis- Customer Communication & Outreach- Financial Services Operations- CRM Tools (e.g, ServiceNow, Salesforce)- Cross-Functional Collaboration- Data Analysis & Reporting- Risk Assessment & Process Improvement- Advanced Technical SupportCertificationsBanking laws and regulations (e.g, BSA, ABA)Risk management and compliance frameworksComplaint handling and monitoringInternal controls and auditsConsumer protection lawsRegulatory communication and governance

Google Mobile Academy

Master of Computer Applications - MCA, Communication and Media Studies