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Customer Service Manager

Location:
Winnebago, IL, 61088
Posted:
October 20, 2010

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Resume:

Tera Yanni *** David Dr Winnebago, IL ***** 815-***-****

abivqu@r.postjobfree.com

Objective: Pursuing a career that requires a motivated, dedicated, and

energetic person, where individual achievements and performance will allow

opportunities for growth and development.

Summary: Strong ability to identify and investigate abnormal / suspicious

customer account activity including documenting and filing Suspicious

Activity Reports (SAR's) when necessary. Personally selected by Executive

Management to join the CIP Project Team in developing policies and

procedures within regulatory requirements. Conducted bank wide training on

CIP / KYC policies & procedures and worked daily with front line staff to

ensure proper identification was collected for regulatory requirements.

Detail oriented with a strong level of oral / written communication and

customer service skills. Produces high quality analytical, and

organizational skills with the ability to multi-task, problem solve, and

make decisions accordingly.

Professional Experience:

Black Diamond Entertainment - Rockford, IL

November 2009 - Present

Account Coordinator

. Coordinate client meetings to discuss upcoming events. Prepare

contracts with clients and vendors to ensure all aspects of the events

are planned and executed as agreed.

AMCORE Bank, N.A. - Rockford, IL

April 2003 - April 2009

BSA/AML Specialist, Compliance (December 2006 - April 2009)

. Completed investigations on bank customers with suspicious / abnormal

account activity which included analyzing, documenting, and preparing

/ filing SAR's when necessary.

. Reviewed alerted customer account activity through the monitoring

software program, Patriot Officer, and determined if an investigation

was necessary.

. Analyzed, tested, and created scenarios within Patriot Officer

(monitoring software) to ensure quality alerts were being generated

while documenting all tests, changes, and additions for future

regulatory reviews.

. Worked directly on OCC BSA exam preparation, ACH Risk management

projects, OFAC regulations, and CIP / KYC policies and procedures.

. Worked as the Lead CIP / KYC Specialist with front line staff to

ensure proper documentation and exceptions were documented and

appropriately approved. Facilitated bank wide CIP training classes

with Executive Management to ensure all front line staff were properly

educated on current policies and procedures.

Mortgage Training Facilitator (2005 - 2006)

. Facilitated Mortgage training classes for Loan Originators,

Processors, and Closing Coordinators to ensure full knowledge of over

100 different Mortgage loan products (Conventional, IHDA, WHEDA, VA,

FHA, and Rural Development). Responsible for teaching regulatory

requirements including Fair Lending and HMDA, Loan Prospector

submissions, and required documentation for each position.

Mortgage Loan Processor (2004 - 2005)

. Worked directly with Loan Originators and customers in all aspects to

support customer questions and qualification issues.

. Reviewed loan applications while collecting and analyzing

documentation, responsible for requesting and verifying required

documentation to obtain pre-approvals in preparation for underwriting

and closing.

Mortgage Closing Coordinator (2003 - 2004)

. Reviewed approved loan files to determine and create the necessary

closing documents to ensure a timely and accurate closing experience

for the customer.

. Cross trained in Post-Closing to ensure customer files were documented

fully and accurately for regulatory requirements and selling to the

secondary market.

Spectus Systems - Winnebago, IL

April 2001 - April 2003

Receptionist / Customer Service

. Responsible for customer calls and assisted in purchasing.

Cascade Industries - Rockford, IL

March 1998 - March 2001

Office Manager

. Ensured daily functions were being preformed accurately in Accounting,

Customer Service, and Measuring/ Installation crews.

. Responsible for reviewing blueprints and preparing quotes and orders

for customer's potential jobs. Purchasing all material to complete

job and or to replenish existing stock supplies.

Education: Undergraduate courses - Business Management

1997 -2001 Rockford Business College

Additional Training: Bank Secrecy Act School 2007

Illinois Bankers Association

Enhanced Due Diligence: When and How to Conduct

2007 ACAMS

Charities and Terrorist Financing 2007

ACAMS

Top 5 BSA Areas of Concern 2008

ACAMS

References: Available upon request

"Tera, you were a key contributor to the success within our Compliance

department."

~ Guy Francesconi, AMCORE Bank, EVP

General Counsel



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