Customer Service Manager

C ATHLEEN SCHARF, CAMS **** East *rd Avenue Broomfield, Co 80020

702-***-****, cell *******@***.***

Driven and pragmatic leader equipped with more than 20 years of hands-on experience spanning back office

operations, compliance, security, loss prevention, and general management. Offer record of achievement providing

integral leadership during periods of change and growth, including establishing policies and procedures, conducting

business impact analyses, team motivation, and hiring staff. Expertly coordinate and direct training and development

programs to ensure knowledgeable employees. Adaptable and proactive team player who quickly acclimates to and

thrives in dynamic environments. Exhibit honesty, integrity, with hands on approach to management. Areas of

excellence:

Operations Management Process Improvement Investigations Cost Control Mergers & Acquisitions Due

Diligence

Risk Management Presentations Customer Service Regulatory Compliance Vendor Relations

Operational Streamlining Training & Development Policy & Procedure Administration

CA RE E R SY NOP S IS

COMMUNITY BANK OF NEVADA Las Vegas, Nevada

Vice President Operations Support Manager/BSA Officer (2005-2009): Implemented significant cost savings

initiatives and streamlined deposit operations. Developed, implemented and administered an overall BSA

compliance program for Bancorp. In-depth knowledge of back office process including but not limited to ACH, ATM,

Wires, Adjustments, Check 21, Remote Capture, Regulation D, Regulation CC, Regulation E, Regulation DD, Legal

Requests, Return Items, Bankcard services, reconcilement of general ledger accounts, investigations and banking

laws and regulations. Appointed by the Board of Directors to serve as the Bank Secrecy/USA PATRIOT Act officer

and received a CAMS certification (Certified Anti-Money Laundering Specialist). Prepared and delivered monthly

reporting to the Board of Directors and made certain they were fully informed of the BSA program. Directed efforts

and completed preparatory work prior to regulatory examinations and internal audits for each subsidiary bank.

Received exemplary ratings from federal examiners and internal auditors. Charged with policies, procedures,

software monitoring systems, managed investigations and reviewed all suspicious activity reports. Developed,

coordinated and facilitated training program sessions and seminars to educate all bank personnel.

* Demonstrated talent for recruiting, interviewing, hiring, directing and supervising staff of 23; maintaining staffing

plans, and overseeing and assisting in the training, development, motivation, and ongoing management of such

staff including monthly, quarterly and annual reviews; new hire and veteran training; ongoing observations;

turnover prevention via training and support provided; team building, mentoring and leadership.

* Ability to evaluate and share process improvement opportunities.

* Ability to manage multiple tasks and successfully meet deadlines.

* Able to effectively motivate both management and operating personnel to achieve maximum results.

* Considerable technical knowledge matched by sharp insight into management.

Bank of Nevada

BSA/USA PATRIOT Act Officer (2003-2005): Developed an overall BSA Compliance program that received

commendable comments from federal examiners and internal auditors. Streamlined and centralized Currency

Transaction Report monitoring and submission, 314 (a) searches, maintained and monitored high risk accounts for

suspicious activity and insured accurate and timely reporting of Suspicious Activity to FinCEN. Monitored and

maintained lists for OFAC, Non-Cooperative Countries and Territories, Non-Resident Aliens the FBI Control List and

any other lists required by government regulations. Conducted comprehensive monitoring and testing for

compliance with BSA rules and regulations including but not limited to effectively monitoring incoming and

outgoing funds transfer, ACH, wires, checks, cash and monetary instruments. Enhanced employee productivity by

leveraging technology to re-engineer processes and controls.

Nevada State Bank / Zions Management Services

Item Processing Manager/ Regional Security Officer (1997-2003): Maintained and balanced general ledger

accounts including but not limited to the Federal Reserve account and correspondence accounts. Managed

functions and staff of the research, adjustment and return item departments. Assisted customer with questions,

requests and problems by utilizing deposit knowledge and provided appropriate responses and solutions. Lead

investigative team, which researched various types fraud allegations and employee misconduct. Ensured

satisfactory results in regulatory exam cycles with both federal and state banking regulators. Coordinate and

managed bank mergers and centralized processing to Nevada from Utah. Provided employee training regarding

regulations, procedures, security, robbery and fraud prevention.

CAREER NOTE: 1986-1996 Employed at the Federal Reserve Bank and have extensive knowledge of Federal

Reserve Bank processes and procedures.

PRO FE SS I ONA L DE V ELO P ME NT

ACAMS certification AIB Law and Banking Technique of Interviewing and Interrogation MS Office (Word, Excel,

Power Point).

Affiliations: Member of (IAFCI) International Association of the Financial Crimes Investigators and (ACAMS)

Association of Certified Anti-Money Laundering Specialists.

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