Shernelle Torres
Summary
To continue fortifying my commitment towards continual evolution and dedication to personal improvement through the accomplishment of, amongst other things, my work-related goals, which include, sharing my knowledge and experience with those around me. In addition to, professionally growing and evolving during my tenure within RBC, whilst simultaneously providing quality and reliable work in an efficient and effective manner, that allows me to be an invaluable asset to this organization’s overall goals, as well as, that of the teams that I have been provided with the esteemed opportunity to form an integral part thereof.
Overview
11
11
years of professional experience
Work History
Quality Assurance Officer
Card Operations
04.2022 - Current
- Review Card Operations processes & procedures to ensure content is accurate and complete as assigned by Senior Team Leader-Quality Assurance & Control and, to raise any gaps identified which will be identified to Sr. Manager Card Operations Support to close gaps on a monthly basis;
- Monitor processes performed by Card Operations employees to ensure integrity is maintained, SLAs are met, and performance gaps reported promptly to the Team Leader (where required);
- Use all available data to provide feedback that continually tests the accuracy and validity of process workflow – audit checks and balances in place;
- Exercise due diligence in following RBC operational risk policies, procedures, standards and guidelines;
- Be Accountable for quality, timely delivery and accuracy of activities assigned, which evaluates the adequacy of process and procedures, as well as, the effectiveness of controls to mitigate risks; and
- Identify and document process gaps, provide evidential support for findings and recommendations for improvement.
Audit & Control Officer, Card Account
Caribbean Reconciliation Services
09.2014 - 03.2022
- Completed daily balancing and reconciliation functions for higher volume, higher value and higher risk accounts as outlined in policies, processes and procedures guidelines;
- Acted as the escalation/referral point of contact for members of the cards team and service partners;
- Assumed ownership and accountability for resolution of complex issues and concerns within specific time frames. Reported potential high-risk situations to management;
- Identified issues, whilst problem solving for long term solutions to issues identified. Recommended procedural and system enhancements to further mitigate operational risk;
- Investigated and resolved complex and higher risk transactions/activity;
- Kept the Senior Team Lead informed of any items of concern and/or unusual trends that may result in potential losses;
- Maintained a solid understanding and ability to navigate through a variety of bank applications to complete incoming work. e.g. T24, TS2, RIBS, Card400 and OnDemand;
- Ensured accurate balancing and reconciliation of all Credit Card accounts, daily and monthly, as required;
- Performed aggressive follow-up of correction/reversal of all related errors arising out of the reconciliation function;
- Utilized rules and past experience to identify problems and refer these matters to Team Lead for resolution, recommending changes to enhance efficiency and effectiveness;
- Utilized initiative where needed as I am often in meetings representing my senior team lead and team; and
- Acted as the audit liaison for the Cards teams during both internal and external audits.
Education
-
Skills
- Documentation review
- Use of Excel Macros
- Creation of Pivot Tables for Data Analysis
- Knowledge of RBC Platforms - T24, InterT24, RIBS, TS2, PEGA, USwitchware
Accomplishments
- Leap 2024 Business Analytics 1
- Change-Management Methodology (Planning for Successful Change)
- Change-Management Workshop
- Introduction to Risk Management at RBC and Identifying Risk
- Training with Operational Soundness Quality Control Team.
Timeline
Quality Assurance Officer
Card Operations
04.2022 - Current
Audit & Control Officer, Card Account
Caribbean Reconciliation Services
09.2014 - 03.2022
-
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