Customer Service Data Entry

Sundrena Britton Ponnell

Overall Twenty (**+) years of experience in Banking.

** ***, **** *****, *********, Reception, Computers skills, Credit Card funding, Balancing Accounts, Business Analyst, Crimes and compliance.

Experienced with Loan applications, Microsoft Word, Microsoft Works, Personal Loans, Debit Card Fraud, Fraudulent Signatures, Management, Customer Service, Cash Management, Faxing, Filing, Auditor, Fraud Service, Credit Card Fraud Great communication skills, Collections, Taxes, Managing High Volume Accounts, Analyzing Accounts, Payroll, Billing, Budget Reports. Hiring of employees and the dismissal of employees.

Experienced with MoC, ACH fraud, Check fraud, Wire transfer fraud, Overdraft Services, CSA, FRB.

Ensure the quality of applicant and contract information. This information will autoboard to the Bank's accounting system and ultimately be used as the Bank's primary reporting tool in determining risk, profitability, collateral and customer location information.

Experienced with KYC (Know your customer) and CDD (Customer Due Diligence) ODD (On Going Due Diligence),AML/BSA compliance OFAC, USPA, Regulatory reporting, gap analyst, analytical research. Determine risk to financial institution. Balance figures compute totals, prepare routine accounting entries. Calculate debits credits interest depreciation and accounting tallies prepared accounting entries. SQL,SAS, VISIO, & ACCESS. Investigating and solving customer problems handling customer complaints on major incidents, issuing refunds or compensation to customers keeping accurate records of discussions or correspondence with customers analyzing strategic data to determine the level of customer service, writing reports analyzing the customer service.

EDUCATION/TRAINING/CERTIFICATION

Brenkwitz High School, 1993 - 1993

Pittsburg High School, 1990 - 1993

TECHNICAL ENVIRONMENT

Skills: MS Office, Excel, FinCen SAR, MoC, SAR Writing, SQL,SAD, Project.

MAJOR ASSIGNMENTS

Bank of America, Concord, CA. Oct 2016-Jan 2017

Support Service Specialist

Responsibilities:

Supporting mortgage loan officer with the function such as VA, FHA, Conventional Loans including adhering to RESPA, preparation and distribution of loan files, processing of fees and invoices and distribution of incoming and outgoing mail, ordering title and appraisals sending out NOI (Notice of incompleteness) . Recommitting loan (i.e. rate locks 3DP, updating /change rates).

Bank of America, Concord, CA Oct 2014 - Mar 2016

Sundrena Britton Ponnell

Global Financial Crimes

Responsibilities:

Analyze the operations of the department or function unit to develop a general system solution to a problem.

Supporting the compliance reporting team for the global financial crimes compliance group with the Global Compliance line of business.

As a fraud investigator I was responsible for reviewing incoming referrals for possible regulatory reporting and investigation red flags related to various fraud types for retail banking or credit card products such as fraudulent checks unauthorized withdrawals electronic transfers identity theft online banking fraud and debit card fraud.

I identified, investigated and documented unusual activity related to current and or prospective customers.

Gathering gap analysis of current state.

KYC/CDD, strong analytical research investigation skills using various internal and external information sources. Communicate investigation results in written summary form

Accountemps, SafeAmerica, Pleasanton, CA Nov 2013 - Jan 2014

CU, Loan Processor

Responsibilities:

Audited and funded credit cards & personal loans, disbursement of funds for the credit cards and personal loans. Interview members for new accounts.

Communicate with the dealer regarding funding package documentation problems. Calculate income using pay stub and W2.

Interviewed credit card applicants to obtain financial and personal data for credit report. Ensures all credit card customers get timely resolution.

Would address customer concerns and questions during credit card processing.

Develops criteria based on analysis of trends, data, and patterns to identify claims that have the highest potential of fraudulent activity.

Bank of the West, San Ramon, CA Jun 2005 - Aug 2013

Consumer Loan Specialist Mar 2010 -Aug 2013

Responsibilities:

Audit, funds, and board Indirect Loan and Lease packages.

I minimize risk of loss to the Bank by ensuring the completeness, accuracy, and compliance of retail consumer credit documentation through the audit, funding, and boarding process.

Prepares loan and lease files for filming.

Provided a high level of quality customer service to both internal and external customers.

Providing predefined timeline for turnaround is met.

Ensured quality customer service by correctly and quickly processing and disbursing proceeds to the dealer or broker.

Ascertain, resolve, and/or escalate problems that may impact the Bank's ability to disburse proceeds to the dealer or broker.

Communicate with the dealer regarding funding package documentation problems and offer/provide assistance in resolving problems.

Ensure adherence to all Bank, state, and federal regulations (example: Regulation Z, Regulation B, and Fair Credit Reporting Act).

Ensured the quality of the applicant and contract information. This information will auto board to the Bank's accounting system and ultimately be used as the Bank's primary reporting tool in determining risk, profitability, collateral and customer location information.

Maintains working knowledge of standards and procedures.

Maintains knowledge of systems and applications.

Supports other areas of Indirect Lending Operations group as needed.

Identified red flags related to the various fraud types for retail banking, identifies fraudulent signatures.

KYD/CDD

Consumer Collections Apr 2007 - Mar 2010

Responsibilities:

Monitored delinquent accounts and pursuing the appropriate course of action for their collection. Generally handles accounts of moderate to high complexity.

Wrote the summaries for the Repossession on the automobiles, travel trailer, and the Foreclosures.

Responsible for high dollar accounts in the collection department.

Transaction Processing Clerk Feb 2006 - Apr 2007

Responsibilities:

Responsible for performing a variety of moderately complex operational clerical activities including such as verifying, classifying, consolidating, maintaining, reconciling and/or summarizing a variety of records, files or documents.

Balances figures, computes totals, and prepares routine accounting entries.

Calculate debits, credits, interest, depreciation and/or other accounting tallies and prepare accounting entries using calculator or computer accounting software.

Performed moderately complex clerical assignments such as analyzing accounts, records, reports, journals and other documents for accuracy.

Investigate questionable entries and recommend or undertake remedial measures.

Prepare and send billings, advices, and account statements on various products and services.

Process exception reports, correcting posting errors or input and processing applicable adjustments as required.

Review input requests to ensure accuracy.

Prepares documents and reports, records data and files materials.

Operate computer terminal, personal computer and/or printer in the performance of various clerical activities requiring specific knowledge of products, services, system functions, etc.

Exchanges information and resolves problems that are somewhat routine with solutions based on past practices.

Worked to maintain established standards for accuracy and timeliness.

Performed data entry functions and balancing functions requiring substantial key entry.

Debit Card Clerk, Bank Jun 2005 - Feb 2006

Responsibilities:

Accurately handled customer claims, review and complete documentation required to establish a claim, consistently implementing high quality of work.

Taking ownership of issues and following them through to completion.

Review activity on account to determine if there are potential problems.

Identifying, investigating and documenting unusual activity relative to current and/or prospective customers.

Watch video tapes from retail banks to determine if there is fraud on an account.

Skill in prioritizing assignments to complete work in a timely manner when there are changes in workload, changes in case assignment, challenges with meeting deadlines, competing requirements, and familiar with working in high volume production environment.

Investigated credit card fraud and/or abuse of cardholder information.

Interviewed individuals involved and may provide assistance to law enforcement.

Develops criteria based on analysis of trends, data, and patterns to identify claims that have the highest potential of fraudulent activity.

Cash Office Specialist, Target Aug 2003 - Jun 2005

Manager, Water World USA 2003 - 2003

Manager, Life Uniform 2002 - 2003

Customer Service Rep. Check Into Cash 2001 - 2002

Personal Banker, Wells Fargo Bank 2000 - 2001

Personal Banker, Bank of America 1998 - 2000

Wal-Mart 1997 - 1998

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