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Professional Summary
Accomplished Staff Auditor and Anti-Money Laundering Specialist. Proven ability to achieve organizational and personal goals in high-pressure environment. Deliver results for a clear, consistent, and accurate experience. Strong relationship building and partnering with history of customer satisfaction. Excel in de-escalating issues in areas of risk and complexity. Strong research and problem-solving skills. Adept at performing risk assessment procedures on key business activities and processes. Knowledgeable of business and financial language.
Skills
Audit Preparation
Effective and Professional Communication
Critical Thinking and Analysis
Business Operations and Forecasting
Document Recordkeeping
Standardized Methodologies
Inventory Assessments
Business Operations Analysis
Client Representation
Corporate Regulations
Customer Inquiries
Operational Effectiveness
Goal Development
Risk Mitigation Strategies
Extravagance and Fraud Detection
Investigation Scope Determinations
Work History
11/2021 to CurrentStaff AuditorThe Bancorp, Inc. | Austin, TX,
Monitor the status of a business line’s control environment
Evaluate data, look for patterns, trends, and exceptions
Reviewed and identified risks, analyzed controls and tested compliance
Facilitated financial and operational audits, working with managers to communicate recommendations or issues surrounding audits
Identified management control weaknesses and provided value added suggestions for remediation
Prepare audit reports to management documenting the work performed and if audit issues were identified, provide recommendations to address the issues
Develop suggestions for process efficiencies and control improvement based on work performed
Performing procedures to determine whether such components were in effect and operating effectively
Create walkthrough documentation, and process maps
Examine and evaluate internal controls in key risk areas to ensure compliance with bank policies and applicable laws and regulations.
Prepared audit reports and distributed to respective stakeholders.
Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
Performed strategic planning, execution and finalization of audits.
Developed auditing program to address risks and evaluate regulatory requirements.
Established internal control systems by updating audit programs.
Documented operating practices through research, investigation testing and Type methodologies.
09/2020 to 11/2021Wealth Advocate ManagerFvcbankcorp, Inc. | Washington, DC,
Provide in depth support and advocate for Premier & Private clients
Achieve set business line goals
Apply knowledge of operational workflow, performance, and processes to improve the customer experience and increase productivity
Communicate, implement and interpret procedures
Act as a reference/escalation point for colleagues and across the Group with exemplary understanding of end-to-end processes/products retaining ownership to satisfactory completion
Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Maintained energy and enthusiasm in fast-paced environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Developed and maintained courteous and effective working relationships.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
03/2018 to 09/2020Assistant Branch ManagerCitizens Bank | City, STATE,
Manage a high performing team and oversee ownership of customer focused decisions
Responsible for branch compliance with all bank policies and procedures and prepare branch for internal audits
Coach and develop colleagues to drive results for business goals and career aspirations and give feedback on their development
Maintain an active role through partnerships with community and civic organizations
Work closely with my team to identify new opportunities to improve customer experience and strengthen customer relationships
Effective time management skills
Possess strong analytical skills
Manage and maintain the schedule of branch staff to ensure proper coverage
Quarter 1 2020 Branch goal attained 140.73%, Quarter 1 2020 Individual Customer Experience Score 94.1/100%, #1 in the region
Maintain ongoing updated knowledge of banking operations
Trained and developed new team members in alignment with branch service standards and objectives.
Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
Supervised team of Number branch employees and made recommendations regarding performance evaluations.
Built rapport with account holders by reaching out with product recommendations and account updates.
Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
Coached and developed branch staff by offering constructive feedback and Type training opportunities.
Developed and managed employee schedules, balancing individual requests and requirements with business needs.
Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
Developed sales strategy to meet established sales objectives.
Implemented process improvements to increase productivity.
Demonstrated knowledge of branch financial products, loans and lines of credit.
Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
06/2016 to 02/2018Service Manager (Risk Management Leader)Wells Fargo | City, STATE,
Work in a fast-paced environment, and leverage interpersonal skills to develop relationships with customers, to gain trusted advisor status and deliver best in class customer experience
Proficient business and personal banking knowledge, provide expertise for customer’s important economic decisions; answer objections and educate customers
Manage the book of business conducted Audits, Credit Assessments and provide fraud prevention within Wells Fargo Database
Effectively communicate with clients and team members to establish trust and credibility
Responsible for prospecting net new clients to pitch the benefits of Wells Fargo solutions over competitors
Met with customers to discuss service needs and offer available solutions.
Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Met with customers to discuss service needs and develop effective and practical solutions.
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
Contributed to development, implementation and execution of maintenance programs.
Analyzed account information to improve and optimize customer relations, resulting in Result.
Education
Expected in B.A. | Communications, EnglishDominican College, , GPA:
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