Diligent and driven banking professional who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management and organizational skills.
Excellent communication skills
Strong work ethic
Risk management expertise
Excellent time management skills
Exceptional customer service
MS Office proficient
07/2015 - Current
POLICE AND FIRE FEDERAL CREDIT UNION － Philadelphia, PALoss Prevention/ BSA Analyst
Evaluate current fraud
situations and formulate recommendations to reduce in the future
Use anti-money laundering
(AML) software to review members' activity for money laundering and other
reports if software is not functional. Work cases and alerts
generated by software, documenting conclusions reached and actions taken.
Review member accounts to
determine those posing higher risk.
Obtain and evaluate EDD forms and information. File Suspicious Activity
Reports (SARs) as necessary.
Provide effective written
and oral communication with members concerning extended holds, or possible
fraudulent transactions, or other security measures taken. Document all actions
accurately and timely.
Work with Fraud and
Security Managers in investigations and recoveries; with Operations (when
necessary) to ensure fraud is limited/prevented; with other financial
institutions and merchants to process fraud claims
04/2014 - 07/2015
POLICE AND FIRE FEDERAL CREDIT UNION － Bensalem, PABranch Representative
Provided superior member service in the Retail branch, answering/ resolving member questions, and discrepancies; performed and processed transactions on sales side of branch- i.e. membership/ loan applications; resolving account related issues; and all cash-related responsibilities related to the service side
Achieved assigned cross-selling and performance goals by proactively offering appropriate products and services to each member to ensure Credit Union's growth goals
Developed and maintained a strong working knowledge of PFFCU products and services, as well as all policies and procedures associated with entire branch in order to ensure operational effectiveness
Produced work that is thorough and completed with minimal errors, delivered the highest level of service by ensuring all member information is secured and protected
Maintained a superior volume level of work performed; adhered to all PFFCU policies and procedures
11/2011 - 10/2013
Citizens Bank of PA, RBs CITIZENS FINANCIAL GROUP, INC － Philadelphia , PA Operations Supervisor
Oversaw and supported the day-to-day department production activities which included cross training, control, and audit activities, production, and quality control to achieve targeted business goals / objectives.
Facilitated departmental workflow, ensured work was properly safeguarded and controlled in accordance with banking policies and procedures; identified, minimized and escalated risk where appropriate.
Ensured work adhered to regulations and compliance to CFG policies, departmental policies, risk avoidance standards and SLAs; contributed to the improvement of the customer experience.
Tracked and reported key department metrics to include productivity (group / team), large dollar items, general ledger errors, teller errors, customer impact and service level agreements.
Reporting demonstrated team's operational effectiveness and efficiency to Retail and Corporate units.
Recorded passing audits, 90% customer service, and SLAs met for 5 consecutive years by providing guidance, training and leadership to 12 junior team members who achieved individual / department goals.
Provided input in the performance review process; motivated, incented, and rewarded desired behaviors to the team by providing feedback and utilizing available reward and recognition programs.
02/2008 - 11/2011
Citizens Bank of PA, RBS CITIZENS FINANCIAL GROUP, INC － Philadelphia, PASenior Operations Associate
Provided oversight, monitoring, and decision making of the workflow for a team of Operational researchers in a fast paced environment requiring application of various complex methods, procedures and knowledge of business unit's product(s) and application(s); repaired any negative impact to both internal and / or external customers.
Researched customer, brand, or bank inquires using advanced analytical skills to determine the source of the problems.
Accurately resolved and ensured work product adhered to regulatory and compliance guidelines, departmental policies, quality control and service level agreement requirements.
Minimized risk to the bank by utilizing knowledge of regulatory / compliance requirements.
Delivered prompt, accurate and excellent customer service.
Served as mentor to 18 junior team members.
Communicated technical support to management team and department colleagues on business specific systems and/or processing issues which resolved negative bank exposure.
11/1999 - 02/2008
Citizens Bank of PA, RBS CITIZENS FINANCIAL GROUP, INC － Philadelphia, PATeller Manager
Managed opening and closing times for the main branch.
Oversaw training for all new branch employees
Managed team of 10 branch tellers
Balanced daily cash deposits and bank vault inventory with a zero error rate.
Received regional branch recognition award for outstanding customer service.
Received an internal audit score of 90% for 5 consecutive years
Adhered to Citizens Bank security and audit procedures. Adhered to all federal and state compliance guidelines for retail banking.
Peirce CollegePhiladelphia, PABachelor of Science: Business AdministrationMagna Cum Laude
Technical Skills and Qualifications
Analytical skills, banking, coaching, oral communication, Credit, customer service, decision making, financial, forms, functional, general ledger, leadership, mentoring, performance management, policies, process improvement, quality control, Reporting, Retail, selling, sales, service level agreements, technical support
accountable and experienced in operational effectiveness, performance
improvement initiatives, BSA compliance, regulatory and audit procedures.
Excellent research and analytical skills, process development, and delivering
exceptional customer service. Ability to acquire technology quickly and
proficient with various banking and credit union internal financial systems.
Banking systems, Credit Union systems: Epysis/ Symitar, Meridian Link, STAR Network, Patriot Officer, VISA