PROFESSIONAL EXPERIENCE

Confidential, New Castle, DE

Senior Analyst

Responsibilities:

• Worked with Group’s Risk Management and Internal Controls structure to follow a robust risk strategy.
• Under the HSBC Operational Risk Management Framework, main task was identifying and assessing risk, control monitoring, managing incidents and taking action to mitigate, and ensure that non - financial risk facing the Bank were assessed and managed.
• Conducted regular liaison with Group Audit US in order to ensure understanding of future audit reviews.
• Built upon existing relationships with specialists to improve risk awareness around 3rd party Risk management policy.
• Managed and supported BRCM (Business Risk Control Management), RCA (risk control Assessment) and SOX for closure of the quality findings for Operational Risk Group, updating the RCAs with feedback from the Risk Owners.
• Managed shared drive and supported mailbox to optimize the overall documentation management experience and access for team users and retention of key documents.
• Adhered to both the letter and spirit of law, regulations and regulatory guidance to maintain sufficient and effective processes.
• Ensured adherence to applicable global, regional and country standards and policies.
• Ensured RCA, SOX and CDSA (Certified detailed self-assessment) internal control testing is completed as agreed upon appropriate functional guidance.

Confidential New Castle, DE

Business Risk &Control Management Analyst(Consultant)

Responsibilities:

• Certified the results of the CDSA Compliance Detailed Self-Assessment process and implement business strategy changes and corrective actions identified during the risk assessment process and assist in remediation of identified issues.
• Assisted in developing an internal control monitoring plan to monitor and test the controls to ensure they are working as designed.
• Worked in CDSA Compliance Detailed Self-Assessment process to develop and execute a framework to identify, assess, control measure monitor and report compliance risk across the organization.
• Performed control testing for effectiveness of business controls and documented issues in Orion.
• Coordinated with LCO (Local Compliance Officer) to complete the CDSA Compliance Detailed Self-Assessment and assist in identifying controls, compiling control evidence and identifying preliminary inherent risk ratings.
• Worked with Regulation Coordinators to draft expected controls, rate effectiveness of the control and review residual risk exposure .Performed due diligence and impact analysis of recurring issues.

Confidential, Newark, DE

Business Management &Control Reporting Analyst (Consultant)

Responsibilities:

• Performed data acquisition operations with core processing, metrics reporting, issue management identification and investigation of issues with LOBS(line of businesses)
• Worked in data analytics, data quality governance, tracked report and escalated data quality issues impacting data acquisition.
• Performed due diligence and impact analysis of recurring issues, point of contact to data management program, reporting and metrics including data quality score cards
• Managed data with end to end controls that strengthen the accuracy consistency completeness timeliness traceability and, reduce operational risk by introducing more automation and straight through processing in the data management process.
• Documented internal controls and regulatory requirements by ensuring data management policies are current and reflect the firm’s obligation through the implementation of proper standards and control processes. Updated Risk NA Substantiation evidence and Risc Inherent Risk and self assessment
• Identified new processes to report and track exceptions in metrics and data governance .Apply good data management practices to offline data mainly excel files.
• Supported the identification, monitoring and tracking of data quality exceptions and underlying issues within the risk type and across risks
• Implemented performance improvements that enabled the team members to better meet the daily weekly and monthly reporting requirements.

Confidential,Newark DE

Human Resources Delivery Specialist II

Responsibilities:

• Tested PeopleSoft software for Quality Assurance and User Acceptance Testing using HP ALM tool.
• Created Test scripts/plans in HP ALM for validation of PeopleSoft software.
• Performed defect management (creating/tracking/closing) in HP ALM tool for various web-pages of PeopleSoft software
• For every test case, developed a positive/negative test scenario, for extensive detailed testing and validation in HP ALM.
• Documented and Executed Test Cases corresponding to the business requirements in HP ALM.
• Performed regression and UAT Testing in UAT and pre-production environment.
• Worked in application of SAFE Act Compliance in Chase Mortgage department.
• Trained new team members on SAFE Act and Mortgage licensing requirements.
• Audited information records of Mortgage Loan Officers to ensure compliance.
• Assisted Chase employees with understanding and meeting standards of Nationwide Mortgage Licensing system.
• Managed at least 80 inbound and outbound calls daily for Chase employees and assisted them with queries related to SAFE Act registration and compliance.
• Updated about 60 employee records daily with latest changes in employee information, to ensure compliance.
• Extensively utilized PeopleSoft for managing Chase employee records
• Trained new consultants on PeopleSoft software.
• Assisted in background checks for Mortgage Loan Officers.

Confidential, Newark, DE

Project Coordinator

Responsibilities:

• As part of induction of new PeopleSoft software in the Human Resources, performed extensive QA/UAT testing using HP ALM tool.
• Created Test Cases, positive and negative scenarios in HP ALM tool for various web-pages of PeopleSoft software.
• Analyzed and reviewed the functional and system requirements and process flow documents for PeopleSoft. Validated to ensure that the functional requirements are in accordance with the business need.
• Manually executed test cases on ALM.
• Created, logged, tracked defects in HP ALM tool.
• Executed end to end Test plans and compared actual results to expected results
• Performed UAT and QA in system testing, preproduction and preproduction-mirror testing environmentsof various web pages of PeopleSoft.
• Involved and collaborated in meetings to solve issues, defects and design of the system with the business users.
• Handled tasks as a Human Resources Specialist II for the Human Resources Department
• Updated JPMorgan and Chase Mortgage Loan Originator’s accounts for the Human Resources department in accordance with SAFE Act Registration and Compliance.
• Handled internal queries from Chase employees regarding questions about SAFE Act Registration and Compliance requirements.
• Performed outbound calls to JP Morgan Chase employees to consult with them about their registration with Nationwide Mortgage Licensing System.
• Performed Validation of all data/information provided by the Mortgage loan Originators
• Managed data validation issues, maintaining compliance standards.
• Resolve client issues efficiently and thoroughly meeting both volume and quality service measurement standards.
• Performed updates to records in NMLS as employee data/or status changes occurred.
• Communicated to the Chase employees, managers and human resources contacts.
• Mentored new team members, answered questions and provided other general assistance with respect to the policies of the Mortgage Licensing requirement

Confidential, Wilmington, DE

Customer Service Representative

Responsibilities:

• Demonstrated leadership abilities by taking calls and ECMs escalated to a supervisory level and handled them in a professional and courteous manner.
• Took the initiative to streamline processes and works closely with the Call Center Supervisor and Manager to implement changes.
• Received and answered on an average of 40-60 customer calls per day.
• Assisted customers with their checking accounts transactions, EFT, DDA, electronic checks, CDs, Money Market Accounts, Health Savings Accounts and traditional & Roth IRA. Exercised sound judgment in making fee reversal decisions, and utilized knowledge to seek alternative solutions in order to resolve issues to the mutual satisfaction of The Bancorp and Customers.
• Performed all file maintenance requests as received, such as adding account signers transferring funds and setting up IB users
• Effectively communicated resolution of Internet customer inquiries in the form of timely accurate email responses while encouraging continued use of the website for both consumer and business customers.
• Assisted Client Relationship Managers and PPB officers in the handling of special requests from affinity group clients or VIP customers:, performs account search or other account related inquiries, and other research requests as appropriate
• Utilized the appropriate systems as needed to reset passwords and in order to resolve difficult Internet Banking and Bill Payment inquiries/problems to a swift and satisfactory resolution for the customer. Effectively communicated information to customers as appropriate
• Maintained current knowledge of new and existing asset, liability products, services, policies and procedures in order to perform the job efficiently, professionally and in accordance with The Bancorp and regulatory practices.
• Maintained intermediate of phone IVR exposure to identify and report specific system problems to technical staff for resolution
• Operated a PC in a Windows environment utilizing all hardware and software systems for purposes of obtaining account information, form generation, communication, customer letters, customer emails, and call coding.
• Worked closely with the Customer Service Management in the development and updating of Customer Service policies and procedures. Assisted in on-the-job training and coaching of employees when there are changes to products, procedures, or as new services were implemented.

TECHNICAL SKILLS

• HP ALM, HP Quality Center
• PeopleSoft tool for Human Resources management
• Microsoft Word, PowerPoint and Excel.
• Used spreadsheets to solve many problems faced by Businesses, that included data-sorting, and simulation modeling using v-lookup
• Used Excel Solver to determine workforce, transportation and distribution
• Used Tables on Excel to analyze data
• Completed PowerPoint projects in management strategies and marketing plans.