WORK EXPERIENCE:

QA Analyst

Confidential Charlotte, NC

Responsibilities:

• Reviewed routine to complex investigations, including elder abuse, fraud committed by external parties, money laundering, or terrorist financing and acts as teh liaison to Law Enforcement as required.
• Utilized excel to monitor Fraud and AML Investigators metrics in order to ensure suspicious activity was pulled and documented accurately.
• Reviewed Fraud investigators cases to determine if it meets or exceeds closure and quality metrics
• Reviewed facts of teh investigation to assist in identifying potential operational or compliance risks, by analyzing completed Suspicious Activity Reports (SAR) in a timely and accurate manner for submission to regulators and/or law enforcement.
• Independently performed complex analysis on GFCC Fraud investigations cases.
• Perform monthly CQ of GFCC cases containing potentially unusual activity with teh ability to meet tight timeframes and identify and manage all exceptions related to teh testing

Confidential

BSA Analyst Robbinsville

Responsibilities:

• Reviewed EDD case files to determine if case was escalated appropriately and filed SAR narratives.
• Created process improvements to ensure accurate completion of case studies in order implement BSA regulations for FDIC Audit Review.
• Compiled Suspicious Activity Reports (SARs) by pulling metrics from teh internal systems including Fiserv, Access, and FCRM to in order to accurately file SARs.
• Developed, implemented and managed teh internal BSA testing of teh FCRM and FISERV alert thresholds and overall tuning and optimization based on teh strategy set by teh Quality Assurance Manager. Assign appropriate resources, prepare written reports, and escalate issues to management.
• Developed teh Ability to create a flow chart for teh KYC policies and procedures to create a KYC process for audit purposes.
• Concisely and clearly with minimal editing - Possession of excellent Microsoft Office skills, including PowerPoint and SharePoint.
• Based on teh outcome of teh transaction monitoring investigation, analyzed and determined whether or not a Suspicious Activity Report (SARs) must be filed with teh Federal Government for any identified suspicious activity.
• Analyze customer account transactions to detect suspicious activity and make decisions on appropriate action to take.

Confidential

Business Analyst II Team Lead

Responsibilities:

• Work directly with global coordinators and sales reps in order to accurately update client business profiles.
• Refreshing business entities to bank policy and procedures for different regions around teh globe to ensure they are still maintaining an active relationship with teh bank.
• Investigate client documentation, transactions, vendor databases and input data into proprietary systems while meeting deadlines to for KYC/AML projects, while Utilizing VoIP Access, NICE, SharePoint and SAS.
• Utilized internal operating systems to research and train on company 314(a). 314(b) policies and procedures such as Client Due Diligence, Enhanced Due Diligence, Know Your Customer, BRDs and Customer Relationship Management operations.
• Provided AML Operations for client AML/KYC on boarding and refresh across Global Banking Markets (GBAM).

Confidential

AML Quality Analyst Team Lead

Responsibilities:

• Performed KYC quality reviews on customers and non-customers of Capital One Bank to ensure customer compliance with bank regulations by performing public domain searches via Google and LexisNexis.
• Provided extensive training on SARs writing, AML compliance according to FinCEN regulations, established regulatory compliance and time frames.
• Analyzed risk of possible fraudulent transactions and recommended further review on accounts to Financial Intelligence Unit (FIU) of businesses and individuals by retrieving system-generated alert information from Actimize, Tableau, and while Utilizing VoIP.
• Synthesized analyses, identified root causes, and developed key work products while performing OFAC Sanctions screenings as well as stay up to date on various 314(a), 314(b) and BSA regulations.
• Manage teh Quality Assurance reviews of Suspicious Activity Alerts, teh filing of suspicious activity reports (SARs), teh filing of Currency Transaction Reports (CTRs), performing Enhanced Due Diligence (EDD), FRDs on high risk customers, Capital Markets, Wealth Management and monitoring and reviewing of OFAC screen results. Responsible for reviewing and approving very complex QA reviews.
• Investigated for financial crime activities by resolving fraud claims and identifying unusual transactional patterns, trends, and anomalies in teh accounts of Capital One’s customers in an effort mitigate suspicious activity related to money laundering.

Confidential

Fraud Analyst II Newark, DE

Responsibilities:

• Mitigated risk by performing Client On-Boarding and Maintenance and investigating transaction monitoring.
• Prepared case files for review, and served as teh point of contact on matter that impact teh investigation while exceeding teh required metrics.
• Coordinating with different departments throughout teh investigation to ensure relationship retention, or possible account closures.
• Conducted verbal and written communication skills in order to effectively compile KYC information in order to accurately create SARs.
• Developed strong communication skills, able to multi-task and complete projects on time, independently without supervision for Wealth Management.

Confidential

Credit Analyst Chester

Responsibilities:

• High volume call center for credit applications while effectively presenting teh products and services that teh client would benefit from vs. competitors.
• Exceed Sales Goals and received recognition from teh department Vice President for staying focused outside of our peak season
• Reviewed credit to indicate if loan approval is feasible for both company and customer in order to mitigate bank risk.
• Re-examined and analyzed personal credit loans for fraudulent activity very thoroughly, to ensure clients DTI ratio aligns to policy and procedures.
• Make outbound phone calls to customers for clarification on teh loans and insure information meets requirements and is valid.
• Responsible for moderately complex research and analysis of account activity to assess and investigate levels of risk and fraud type
• Eliminating fraud and risk by monitoring for fraudulent activities on their bank accounts, matching up accounts for accuracy.

Confidential

Customer Service Consultant

Responsibilities:

• Working directly with sales reps and customers by providing accurate information for teh status of their orders.
• Responsibly completing various tasks to help ensure customer needs are meet and overturning customer complaints.
• Learned how to proactively handle determined customers and sales reps while maneuvering through teh Oracle operating system seamlessly by adjusting to change quickly and accurately.
• Provided exceptional customer service with teh use of CRM organization, following-up and frequent emails, while being a liaison between departments and customers while maintaining a professional experience by working remotely.

Confidential

Supervisor Call Center

Responsibilities:

• Handled a high number of inbound / outbound calls in a fast paced work environment
• Cold calling for various national government funded surveys
• Responsible for both CRM and ACD functions throughout teh center and monitoring its daily metrics
• Shift Supervisor I trained new callers on teh technique of successfully completing surveys and engaging callers
• Overcame teh difficulties of cold calling by developing new strategies that has teh best results
• Oversaw a group of 20 callers, while fixing any technical glitches that frequently arose at teh call center