Quality Assurance Customer
Resume:
K athleen Derenberger
** ***** ******, ********, ** 02301 • Phone: 508-***-****
abm83r@r.postjobfree.com
Profile
Detail oriented and well organized administrative professional with over 12 years administrative
and operations experience in fast paced retail banking and back office operations settings; now
seeking suitable opportunities in bank office, branch office, medical office, or business office with
responsibilities related to reception, switchboard, administrative, or operations tasks.
Skills
Systems: Microsoft Word, Excel, Outlook, COCC Insight, Fed line, Synergy Reporting.
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Professional: Detail oriented; able to meet strict deadlines; accomplished at project
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proficiencies and multi tasking. Punctual, reliable and able to work in any setting (team or
individually).
Work Experience
The Community Bank, Brockton, MA
Operations Representative 12/29/2005 – 12/10/2012
Responsible for reviewing file maintenance changes for accuracy.
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Document and maintain retention log.
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Verify wire transfers through Fed Line and post transaction to customer account.
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Responsible for quality assurance reviews on all new accounts for accuracy and remediate
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errors identified, and track error resolutions.
Electronic scanning and indexing of new and revised retail bank files.
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Review fraud/risk report for suspicious activity on debit card transactions.
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Prepare the Red Flag forms to review with the Security Officer.
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Maintain/monitor customer debit card disputes; send letters to customers informing them of
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provisional credits.
Review Regulation D report monthly (three times per month) for violations and maintain
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database; submit memos to branches and generates timely letters to inform customers of
the violations and remedial actions taken. Maintain up dated files and reports for audit
purposes and follow department Policies and Procedures related to supervisory reporting
of frequent violators.
Perform variety of operational and administrative tasks to support operations function and
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provide direct customer assistance.
Process Treasury Notes and Bills including: purchases, interest payments, notification of
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customers’ settlements, prepare 1099s and balances with the Federal Reserve.
The Community Bank, Brockton, MA
Teller / Receptionist 12/29/1997 12/28/2005
Direct and successful interaction with bank customers (back office and branch).
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Maintain proficient knowledge of Bank products and services.
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Successful at promoting Bank products and services to customers, and with building
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lasting customer relationships.
Balancing/entering/disbursing currency, coin and checks to/from customers as well as
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balancing the drawer at the end of a shift; calculating daily transactions using computer
systems, calculators, and other branch automation.
Receive and process checks, authenticating the customer/consumer, verifying signatures,
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and proving the account’s sufficient or insufficient funds.
Proficient at servicing and processing customer transactions and resolving customer
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issues and concerns.
Promote teamwork by maintaining a helpful and positive attitude with co workers.
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Responsible for answering business and customer calls, and directing the calls to the
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appropriate person.
Maintain contracts for Safe Deposit Boxes and responsible for allowing customers in/out of
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the Safe Deposit Box area.
Accepted payments for Safe Deposit Boxes and Loan payments.
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References
Dee Laberge – The Community Bank, Operations Supervisor – 508-***-****
Richard Telesmanick – The Community Bank, VP Operations – 508-***-****
Claudette A. Azar Kenyon, J.D. – The Community Bank Chief Compliance Officer – VP
Compliance & BSA – 508-***-****
Bette deKoning – Personal Reference – 508-***-****
Jane Callahan – Personal Reference – 508-***-****
Contact this candidate