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Customer Service System

Location:
Newark, NJ
Posted:
February 08, 2016

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Resume:

Diane D. Force

** ******** ******

Dover, NJ ****1

actf9h@r.postjobfree.com

302-***-**** Home 302-***-****-cellaml

SUMMARY – More than 25 years in retail and corporate banking with experienced in many areas. Highly motivated individual, well-organized and reliable professional. I have excellent computer and communications and customer service skills. Able to work independently, as well as a team player and adapt to many management styles. AML

JPMorgan Chase (Newark, DE (Full Time) 2014 –Present KYC Due Diligence

AML Analyst – KYC Channel/Branch Referrals – Mantasinvestigations

Collect and document data, including alert, investigation, or SAR history; KYC information; relevant account and transaction data, plus any other required information to assist the investigation or to clear.

Review and analyze underlying data gathered to assess reasonable cause to advance an alert to Investigations or to clear.

Disposition and fully document all alerts, including supporting data, analysis and rationale within the case

Management system in a timely manner.

Mentor and train new hires on alert analysis processes

Function as a key contributor with demonstrated knowledge of AML/KYC issues, as well as broader functional knowledge of OFAC, Sanctions, Drug Trafficking, High Risk Countries, Elderly Abuse and Human Trafficking and other Typologies.

Special projects as requested by managementcompliance

Participate in the development of goals and execution of strategies within the function and department

Trained other co-workers in processing of AML on new system (FCIP)

Citi Bank, New Castle, DE 2011 – 2014

Client Service Officer

Maintain sixteen Corporate Clients

Managed a high-volume workload within a deadline-driven environment.

Manage customer inquiries through resolution or escalation

Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles.

Communicate with other departments internally to ensure customer expectations are met

Answer inbound calls and address questions and concerns over the phone and email

Back up team member client and workbaskets

Work with Fraud Department on client Positive Pay accounts

Work closely with the ACH/Worldlink and lockbox departments to resolve Client issues

Wilmington Trust Company, Wilmington, DE 2010 – 2011 Wire Transfer Specialist

Started begin of day system for Payplus system.

Provided excellent customer service to electronic funds clients for wire request.

Processed time critical wires for processing to the Federal Reserve.

Analyzed and processed funds transfers from all exception queues.

Entered foreign currency with Wachovia Online Foreign Exchange System.

Ran end of day reports and settlement position for Funds Management Department.

BSC/Republic First Bank and First Bank of Delaware, Philadelphia, PA 2007 – 2010

Wire Transfer Specialist/ACH Specialist

Keyed incoming and outgoing wires thru Fedline system with Federal Reserve.

Verified drawdowns request from other institution for processing.

Reviewed and balance bank account position with the Federal Reserve.

Managed foreign currency and all International wires thru correspondent bank ACBB (Atlantic Central Bankers Bank) and maintained bank account with ACBB.

Set up Electronic Funds Transfer (EFT) customers for ACH (Automated Clearing House) and Wire Transfer Agreement and scanned all work.

Processed all ACH incoming and outgoing files and review reports for return of NSF or clients. Kepted monthly logs for EFT ACH//Wires

Maintained and processed all Saving Bonds/TT&L thru the Fed online system.

Worked with Manager to implement Disaster Recovery and wrote procedures.

Trained employees on processing Wires and ACH.

The Bancorp Bank, Wilmington, DE 2004 – 2007

Wire Transfer Processor - 2006-2007

Administered wires thru Fedline system with Federal Reserve.

Balanced to the Federal Reserve and other Correspondent Relationships.

Researched requests for Customers and Posted General Ledgers Entries.

Invested End of Day Fed Funds Sold and Balanced Reconcilement Reports.

ACH Coordinator - 2004-2006

Administered ACH Originator Client information in the ACH system.

Processed incoming ACH Origination and Return files and resolved all ACH transactions and Disputes.

Posted General Ledger entries and Balance Reconcilement reports.

Uploaded all ACH Files for Processing to Federal Reserve Banks.

DEXSTA F.C.U.- Wilmington, Delaware 2002 – 2004 ACH Coordinator/Wire Transfer Representative

Provided Electronic Services for members.

Ran daily ACH Files and incoming and outgoing funds transfers.

Uploaded ACH Origination to Aftech system and Fedline.

Verified returns checks and debit DDA accounts.

Placed stops on Cashier Checks and processed General Ledgers for Cashier Checks.

Purchased and redeemed foreign currency.

Handled all questions that pertain to customers account on ACH and Wire Transfers.

Transmitted savings bonds application thru the fed system.

PFPC – Wilmington, Delaware 1997 - 2001

IMAGING WORK LEADER – 2000 - 2001

Supervisory of five employees for Imaging and Mail Processing Area.

Scanned all Imaging work for PFPC Transfer Agent and Indexed the work.

Retrieved Documents for Research for Mutual Funds Areas.

Maintained Excel Reports and sent scanned work to Iron Mountain for Retention.

QUALITY CONTROL – 1997 – 2000

Verified that all new accounts were setup correctly for IRA, Roth IRA’s and all mutual funds.

Reviewed that all codes were placed for Redemptions, Purchases, Exchanges and Transfers.

Kepted Error reports on Excel spreadsheets.

Made sure all paperwork was completed and signed.

PNC BANK – Wilmington, DE - 1985–1997

Funds Transfer System Coordinator – Processed EFT Transactions 1990-1997

Precious Metals Loan Coordinator – Verified and set up loans for (gold, platinum and silver bars and currency) 1988-1990

Mortgage Receptionist/Secretary – Typed and answered phone calls made customer appointments. 1987-1988

Corporate Trust Services-Junior Trust Administration Aide – Assisted Estate Senior Trust Aide with processing Trust Accounts. 1985-1987

EDUCATION -Delcastle Technical High School

TRAINING AND PROFESSIONAL DEVELOPEMENT

American Institute of Banking - Principles of Banking Trust

Seminars – (Stress managing( Phone Ethics ( Transfer Agent Basic

( Excelling as First Time Supervisor ( Basic Supervisor ( 2003 ACH Up-dates

ACH Code Red Up-dates.

Software – FSD ( Outlook ( Aftech system ( Fed Advantage ( Fed-line ( Excel ( Word Perfect ( Micro soft Word ( Pinnacle ( power image ( JH Express ( Silverlake ( ACBB, (PAYPLUS USA ( Wachovia Online Foreign Exchange System ( Payplus ( IMS, Host, Halo and Mantas)



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