Kerry Joyce

About

A professional with a robust background in financial services and fintech, experienced in customer support and start-ups. Possesses unique skills such as hand-knitting and holds dual citizenship with two passports.

Experience

• Product Owner · Openwage - Salary Advance & On-Demand Pay04-01-2022 – 11-01-2022

  Product for B2B2C, mobile & web digital wallet with 24/7 earned wage access capabilities

• Customer Support Specialist · Openwage - Salary Advance & On-Demand Pay06-01-2021 – 04-01-2022

  Responded to customer inquiries on mobile and web app through chat and email using Freshdesk and Freshchat for 8 clients with over 300 employee users. Conducted onboarding for employer users and coordinated video training sessions to educate employers on product specifications of web app. Implemented internal KYC process in alignment with external rules and regulations and conducted KYC and KYB checks as required.

• Product Support Specialist · Wise05-01-2018 – 06-01-2020

  Created BI dashboards, error reduction; implemented 2FA WhatsApp account recovery etc; Supported 1,500 employees and spearheaded transition for 30 contracted employees on onboarding; mentored new employees

• Customer Support Specialist · Wise05-01-2018 – 06-01-2020

  Resolved financial transaction disputes and payment processing issues, efficiently resolving financial-related inquiries and advising on platform features to optimize operations for over 50 customers for 2 years; involved in CRM and multi-channel support; launched ZenDesk for 1500 employees and supported training

• Business Services Officer (Payroll) · Fonterra05-01-2017 – 09-01-2017

  New Zealand Working Holiday Visa Role. Ensured accurate and timely weekly and fortnightly payroll payment for over 200 employees on three dairy processing sites throughout New Zealand. Researched and resolved discrepancies and system anomalies in QTAR, SAP, Payrun, and additional software applications. Processed and uploaded new employee contracts, including contract dates, annualized hours, employee level, pay grade, and additional relevant information as necessary.

• World Traveler · The World11-01-2015 –
• Research Operations Analyst · Boston University07-01-2014 – 11-01-2015

  Created and modified sponsored research accounts in Kuali Coeus Research Management software for 19 colleges, schools, and academic centers on Charles River and Medical Campus. Processed 15 award actions per week, including federal and nonfederal research grants, contracts, cooperative agreements and industry/clinical trials. Calculated categorical, overhead, and total project budget reductions in accordance with sponsor funding terms and conditions.

• Compliance Analyst · Bain Capital09-01-2013 – 04-01-2014

  Maintained restricted and watched securities lists for 3 business units, including credit affiliate, hedge fund, and absolute return affiliate. Monitored daily trade activity for potential non-compliant activities for 2 business units. Produced counterparty trade reports for trade type, volume, and dollar amount for 4 fiscal quarters for 2 business units (credit affiliate and hedge fund). Created position limit monitoring reports for credit affiliate for previous 9 months and produced subsequent reports within 2 weeks of month end. Volunteered at Goodwill Industries Career Collaborative in February 2014.

• Fund Accountant · State Street11-01-2011 – 09-01-2013

  Fund accountant for Eaton Vance loan funds. Monitored, reviewed, and validated daily accounting books and records for 10 Eaton Vance loan funds, including master-feeder, multi-basis, foreign trust, and funds of funds. Calculated daily distribution accrual rates based on shares outstanding, income, and expenses. Streamlined daily processes through consolidating 5 accounting spreadsheets into 2 accurate and efficient workbooks. Promoted to Associate II in March 2013 and then coordinated and supervised efforts among associates within 7 member team. Completed 2 week intensive accounting training course, SEC Yield training class, fixed income accounting class, and participated in job shadow program with ETF accounting group. Volunteered at Thompson Island community service day in October 2012.

Education

• University of Rhode IslandBachelors of Arts, Political Science, Minors in International Relations and Development, Latin
• South Kingstown High SchoolHigh School Diploma

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