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Work Background
BNY MellonV.P. AML Compliance & Control Specialist
May. 2023United States
TruistQuality Manager Financial Crimes Governance (Supervisor & Manager)
Aug. 2018 - May. 2023Greater Orlando• Support governance framework and processes within the organization.
• Review and create risk ratings for possible controls due to compliance findings.
• Communicate with stakeholders’ findings and coordinate remediation plans.
• Provide onboarding and training for new hires to maximize capacities of
the quality assurance team.
• Maintained database of testing reports and calibration records using
SharePoint and other resources.
• Reviewed customer interactions and activity reports to identify and address
concerns.
• Reviewed and analyzed internal data to provide recommendations and
insights into several line of business functionality to assist in the team
development.
• Monitored procedures, conduct internal audits to provide data for employee
performance ratings and line of business compliance and regulatory guidelines.
• Collaborated with management to discuss effective plans for resolving
quality issues.
• Contributed to business growth by confirming customer satisfaction with
service and quality.
• Secured positive customer experiences while executing effective quality
assurance practices.
• Provide constant communications, coaching, direction, leadership, and
motivation to the teammates.
• Engage team in positive activities with the teammates to keep good moral
and positive teammate engagement.
SunTrustFraud Support Unit Manager - Fraud Operations
Apr. 2017 - Aug. 2018Orlando, Florida Area• Directed day-to-day operations by implementing short-term and long-term strategies to achieve business plan and profitability goals.
• Conducted performance reviews providing coaching feedback to benefit both company and employee.
• Managed department operations with responsibility for meeting service levels, scheduling and training.
• Implemented policies and standard operating procedures and managed quality, customer service and logistics.
• Delivered positive customer experiences by implementing effective quality assurance practices.
• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Planned daily operational strategies and team workflows.
• Recruited, hired and trained crew members on application of projects, customer relations and customer service.
• Improved morale and management communication by creating employee recognition and rewards practices.
• Developed initiatives for process improvement and reviewed and assessed ongoing operations.
• Cultivated and strengthened relationships with customers, vendors and internal stakeholders.
• Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis.
• Contributed to development and evaluation of service level agreements that complied with established
operational parameters.
SunTrustFinancial Crimes Quality Assurance Analyst
Mar. 2015 - Apr. 2017Orlando, Florida• Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
• Set and achieved product quality objectives while meeting product specifications.
• Investigated performance to maintain employee adherence to quality and safety policies.
• Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
• Recommended improvements to systems and procedures for increased productivity.
• Oversaw process checks to verify proper completion and correct frequency.
• Created, edited, and updated project manuals and technical documentation used by entire QA team.
• Consulted with product owners and developers to fully understand intended features and functionality.
• Implemented internal auditing practices to create standards and statutory obligation compliance reports.
• Crafted quality control tests to analyze data for process improvement initiatives.
• Review account trends and activities to communicate red flags and possible resolutions or analytical rules.
SunTrustFinancial Crimes (Fraud Claims Specialist and Investigator)
Mar. 2010 - Apr. 2015Greater Orlando• Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
• Identified fraud patterns and anomalies through analysis of large quantities of data.
• Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
• Participated in group discussions with team members to develop new ways to combat fraud.
• Determined existing fraud trends by analyzing accounts and transaction patterns.
• Utilized effective interpersonal and active listening skills during interviews with customers regarding fraud cases.
• Trained team members on reporting procedures and guidelines.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Prioritized and organized tasks to efficiently accomplish service goals.
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