Customer Service Quality Assurance

Johane Georges

*** **** **** ****** • New York, NY 10003

*************@*****.*** • 305-***-****

Experience

Morgan Stanley New York, NY

Portfolio Loan Account analyst (Consultant) February 2012 – October, 2012

• Analyzed High to Ultra High Net Worth client portfolio and brokerage accounts to comply with Portfolio Loan

Account regulations and procedures using TREEV, Access, Excel, IBM Host On Demand, and SharePoint.

• Ensured the efficient and accurate origination of loans on Morgan Stanley margin account clients.

• Processed collateral reviews for loan booking and reviewed interest rate exceptions via CMAX.

• Participated in IT/software projects and development (planning and testing).

• Worked with Metavante to implement enhancements for applications such as Banker Insight and vision Content

resulting in 50% decrease in processing time

• Managed client financial loan data through various Morgan Stanley loan booking systems.

New York, NY Securities Specialist

J.P. Morgan

(Consultant) August 2011 September 2011

• Managed quality assurance activities for money transfer account process for million dollar investment accounts by

consolidating information into a master spreadsheet for weekly reporting

• Reviewed investors’ confirmation and signature to ensure that the accurate amount was being wired to the proper

receiving party

New York, NY Credit Analyst

Municipal Credit Union

(Consultant) September 2010 June 2011

• Analyzed credit applications and information received from credit reporting agencies to make prudent credit decisions

in accordance with company policy.

• Negotiated terms and conditions of loans with dealers to ensure credit quality and profitability.

• Ensured loan agreements were in compliance with consumer regulations.

• Developed a checklist and efficient process for loan management that increased processing efficiency.

• Reviewed loan agreements to ensure compliance with consumer regulations.

Keys Federal Credit Union Fort Lauderdale, FL

Wire Transfer Specialist April 2008 May 2009

Created, verified, issued and received wire and fund transfers for processing .

•

Performed OFAC searches for both incoming and outgoing wire transfers while complying with government

(KYC)/AML policies.

Investigated and researched disputes, and suspicious or fraudulent activities.

•

• Monitored the status of wire and fund transfer; performed daily callback and account reconciliation activities.

Bank of America Miami, FL

Sales and Service Specialist September 2003 January 2008

• Reorganized customer service operations that led to increase in overall customer satisfaction.

• Managed the audit of all tellers’ cash registers for quarterly performance review.

Education

Nova Southeastern University, Wayne Huizenga school of business Fort Lauderdale, FL

Masters of Science in Business Management October 2007 June 2009

Florida International University, Landon Undergraduate school of business Miami, FL

Bachelors of Art in International Business and Management January 2004 December 2006

Compliance Knowledge

Know your Customer FACTA (Reg. V) Truth in Lending Reg. O Bank Secrecy Act & Money Laundering.

Skills and Other Interests

MS Office, TREEV, IBM Host On Demand, and SharePoint. Fluent in French, proficient in Spanish. philanthropy, traveling,

reading.

Contact this candidate