An experienced financial crime specialist with a successful career managing risk, performing due diligence, leading projects and handling time-sensitive confidential information. As well as analyzing account information though multiple queues
Research and analyze trends, inconsistencies, patterns, and review complex transactions to prevent financial crime activities and suspicious situations. Review outsourced account activity through multiple queues.
Gather and review evidence needed to conduct investigations using multiple systems to determine account decisions and log the information. Determine the legitimacy of transactions and making action/no action decisions.
Make outbound calls and receive inbound calls in order to gather pertinent information. Offer assistance to team members in reviewing account activity to come up with decisions/resolutions within policy and compliance guidelines and escalate to management if needed.
Train new and existing team members in different queues. Help coordinate team building exercises. Monitor and track through Ms office the team reward drawer for supervisor. Assist team members in different reports to analyze ATM Fraud risk, Kite, risk model out-sorts to detect and stop fraud.
Review various credit, income, and collateral verification documents. Negotiating with customer and branch bankers to overcome processing issues or objections with rate, terms or conditions of the approval Up-sell credit commitments within product guidelines.
Maintain communication on application status with applicant or originating banker. Partner closely with other team members and branch bankers in the processing, closing and credit underwriting areas to proceed with documents. Helped new team members and existing members with application reviews. Sent out daily reports showing application status to team members, site supervisors, and managers.
Give team members monthly quick tips to help get through the process quicker as well as partner with supervisor on monitoring incoming documents to team members
02/2003 to 2006
Senior Customer Service RepresentativeNewell Brands – Chicopee, MA,
Take inbound calls from customers to help resolve mobile phone issues.
Assist on billing issues with customers and assist on taking payments for customers.
Advise customers of past due and delinquent accounts.
Help promote, negotiate and/or sale new products or upcoming products for customers.
Log all interaction between customer and self on computer.
Help Support internal employees with questions to support our customers.
Take escalated calls from employees on call floor.
Monitor Call flow to agents on call floor.
Monitor agents when they aren't taking calls.
Take inbound attendance calls.
Log all call flow increases and decreases through Excel spreadsheets.
Generate and send out reports of calls taken in a day and transferred.
Answer questions from agents regarding attendance and how they adhere to it.
Generate reports for supervisors to let them know how their team is progressing.
Skills
Hogan, SVP, Relationship History (RE), Holds Application (HA), Image Browser (OIB) and Universal Workstation,CACS,SVP,ACH, WOFRE
Knowledge of Kite Detection
Strong problem solving skills
Strong motivational and coaching skills
Strong customer service skills, excellent communication skills both verbal and written and the ability to empathize and defuse upset customers
Proficient in Microsoft Office suite, Adobe Photohop,IBM, Computer hardware, WIN 3.1, 95/98/ME/XP, win 7, win 8, win 10, DOS, NT4, 2000, , Webex, Macromedia, Html, Networking, CSG, SQL server, Internet abilities to support software, Tsys, Facs, Timberline and Prolog accounting software for construction companies
Education
Expected in 1996
High School Diploma: Forest Grove High School - Forest Grove, GPA:
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