Research Adjustments Specialist Case Manager Resume Example

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Professional Summary

Well-qualified, highly motivated, flexible professional with extensive sales experience, customer service, management, and research and risk assessment experience in a variety of professional settings. Strong track record of performance and leadership with an exceptional ability to communicate and motivate people of various backgrounds.

Work History
Bank Of America - Research & Adjustments Specialist - Case Manager
City, STATE, 06/2019 - Current
  • Serve as client advocate responsible for providing personalized experience to ensure timely processing of deceased related cases by being the central point of contact for survivors who are handling the financial affairs of their loved ones.
  • Increased customer satisfaction by resolving escalated issues.
  • Investigates daily incoming research and adjustment inquiries with systems such as Interact/Lean, Synergy, Marlin CMC, BOSS, and other systems for internal operational and financial controls. Decision proper legal documentation such as formal probate court documents, small estate affidavit, trusts, and other legal documentation to determine authorized account access.
  • Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity of the department's case management system and financial controls. Provide support to other researchers within the department. Performs all the functions required at the Research & Adjustments Representative II level and acts as a lead and workflow coordinator. Provides direction and guidance to less experienced department researchers.
  • Consistently preforms as a Top Tier Life Event Specialist (Top 15)
Merrill Lynch Wealth Management - Life Services Operations Support Specialist
City, STATE, 11/2017 - 06/2019
  • Provided operational support in multiple areas such as document processing, account distribution and transfer entry, account maintenance/updates, data entry/remediation, and other administrative tasks as needed to support front-line Case Managers that work directly with clients to transition accounts to beneficiaries, executors, and inheritors.
  • Assisted client-facing Case Managers with various aspects of account transition processes including account protection/security, document review, and/or account disposition. Supported management in ad-hoc initiatives, such as audit and remediation efforts, or provide training to additional team members
Bank Of America - Legal Document Review Decisions Specialist
City, STATE, 06/2014 - 11/2017
  • Supports deposit policy and document-related issues relating to: OFAC, CIP/CDD, Guardianship/Conservatorship, Trusts, Deceased Depositors/Estates, Power of Attorney. Contribution Accounts, Miscellaneous Court Orders, Unclaimed Property, BCC & BFT Wire System (navigation), and Bank Approval Team (BAT) financial transactions typically involving withdrawal of funds from a Bank of America Account which exceeds banking centers freedom to act authority and provide approval up to $3,000,000.00
  • Handled complex or escalated calls from customers or internal partners providing seamless delivery of service and performs provides first level support by resolving document-related issues for Consumer & Small Business Banking associates.
  • Deliver top quality service by ensuring resolutions are provided in accordance with current policy guidelines while ensuring issues are handled within legal framework provided by Legal business partners.
  • Responsible for making and documenting decisions that carry high levels of financial and reputational risk to Bank of America.
  • Consistently preforms as a Top Tier Specialist (Top 15)
Bank Of America - Customer Service Escalations Specialist (NS&S)
City, STATE, 11/2011 - 06/2014
  • Handled complex or escalated calls from customers or internal partners providing seamless delivery of service and performs routine and complex account maintenance, such as ensuring customer profiles and CIP/CDD elements are accurate and up to date .
  • Proficient knowledge of BSA and OFAC laws and Regulations and mitigates BSA and AML risk in business activities.
  • Handled inquiries from other financial institutions, providing status and updating case to bring final resolution to posting defects
  • Solve problems and investigate/resolve wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill client and internal requests.
  • Adhere to established service level agreements and handles escalated issues by successfully navigating and mastering multiple systems to resolve customer requests, which may involve placing customers in appropriate product(s) or services.
  • Managed over 50 client and internal calls per day
  • Consistently performed as a Top Tier Escalations Specialist (Top 15)

High Five Award - February 2020 for outstanding team contribution.

Peer Coaching Recognition - March 2020 for side by side coaching

Top Performer - January, February, March, April of 2020

Bronze Award - for Client Advocacy

Hand picked by Group Operations Manager, Vice President to become part of the COVID Response Team for Bank Of America's Estate Servicing Operations Department and train 4th quarter new hire class for Estate Servicing.
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
  • Data Analysis
  • High risk account reviews
  • Verbal and written communication
  • Experienced with Marlin, Synergy, Salesforce, Interact, banking software
  • MS Office
  • Regulatory Compliance
  • Problem resolution
  • Relationship development
  • Customer Service
  • Decision Making
  • Building Effective Relationships
  • Conflict/Escalation Management
  • Multi Tasking
  • Research
  • Due Diligence
Everest College Mesa, AZ, Expected in 06/2011 Associate of Arts : Paralegal Studies - GPA :

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Resume Overview

School Attended
  • Everest College
Job Titles Held:
  • Research & Adjustments Specialist - Case Manager
  • Life Services Operations Support Specialist
  • Legal Document Review Decisions Specialist
  • Customer Service Escalations Specialist (NS&S)
  • Associate of Arts

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