Customer Service Manager

Stella Elms

Orange County, CA 714-***-**** **************@*****.***

Objective: To secure a position offering personal growth, challenge and responsibility that will utilize my background to expand my knowledge and offer opportunities for personal and professional growth.

Summary of Qualifications

Over thirty years of expertise in strategic planning and management specifically in the financial sector

Strong knowledge in BSA/AML KYC investigation; including policy and procedures review and OFAC, CIS, CIP, PEP, MCA investigation. BSA CTR (Currency Transaction Report) investigation. BSA CTR (Currency collecting, verifying, validating, analyzing, reporting and maintaining information.

Computer proficient in Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word

High exposed to systems such as Windows, Apple/Mac, Explorer, C7.1 TPX, Cross, Coin, Boss, Linux, Nation Trac, LMS and RMS Systems, DMV & All Adjuster Websites, FileNet, Data Trac, FIS, MICR, iCORE, Metavante, Liberty, and Lexis Nexis,ESB,RUMBA,RCIF.

Excellent communication, organizational, interpersonal and analytical skills.

Detail-oriented and precise, with demonstrated financial acuity. Maintain accuracy and quality in all work, while meeting strict budget and time constraints. Always present a professional and positive company image.

Utilize superior multi-tasking capabilities to direct all stages of large, simultaneous projects.

Bilingual : Fluent in English, Spanish (speaking, reading, and writing)

Employment History

AML (anti money laundering, BSA (bank secrecy act) Compliance Analyst

MUFG Union Bank, Contractor, Randstad Professionals 5/21/2015 to 7/2015

Analyze Business Managements customers, Homeowners Associations.

Review Customer Due Diligence (CDD), (CIP), (EDD) supporting documents.

Validated legal documents for New Accounts and signature cards, State Portal verification, BSA.

Pre Boarding and Post Boarding validation and auditing Document Deficiency, Remediation

Defined AML Compliance.

Citibank/Banamex USA, Contractor, Professional Compliance Group/Global Atlantic Partners LA, CA. 7/23/2014 to 2015

AML/KYC/BSA CDD Fulfillment Analyst

Analyze high-risk customers to determine required data needed to complete KYC/EDD bank initiative for audit compliance.

Proactively contacted account holders and business account managers to schedule appointments for Customer ID Program.

Gather and evaluate Know Your Customer data and Individual/Entity Account Profiles in accordance with Citi procedures.

Review Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) as supporting documents prior to contact.

Complete SPF Kits with Senior Public Officials and ensure all information is accurate and remains protected for bank files.

Ensure all files in RFI's (Request for Information) from Analysts have been received and submit to QA for audit closure.

Defined and coordinated delivery of other AML commitments as they arise, such as responses to regulatory requirements pertaining to the BUSA AML Compliance.

Enhanced process as necessary to address requirements that may be specified in the recent Consent Order Remediation Plan.

EH National Bank, Costa Mesa 10/1/013 to 2/1/2014

Note Department Utilities Specialist Compliance Analyst

Adhering to note department policies and procedures, processed timely payments and invoices.

Updated appraisal, CIT and rate changes and all other request in iCore system, certifications and reconcile ledger accounts, file maintenance and scanning.

Incoming Wires, loan doc callback maintenance, ACH set-up, SBA exceptions, tickler maintenance, daily proof work, incoming mail, 1098, amongst all special projects as requested.

Bank GL accounts

BSA, CIP, AML Compliance

Pacific Mercantile Bank, Ultimate Staffing, Costa Mesa 3/1/2013 to 9/15/2013

Note Department Specialist

Handle of all bank GL accounts, Invoices, paid notes, SBA GL, payments, wires, daily call backs, LAS Certifications.

Deed of Re-conveyance work closely with County Recorders. BSA,KYC,CIP, EDD, AML, OFAC, CIS, CIP, PEP, MCA investigation. BSA CTR (Currency

Research, all manager and customer inquiries, compliance, worked closely with auditors. Audit cashier checks, imaging, reporting (10987-1099), covered telephone inquiries mortgage and receptionist.

All special projects as requested.

Veros Credit, Santa Ana, CA 10/1/2012 to 1/3/2013

Senior Charge off Specialist

Followed and ensured compliance with all company policies and procedures as well as the Fair Debt Collection Practices Act (FDCPA).

Negotiated payment arrangements with borrowers, including offering suggestions as to how they can meet their obligations, proposed alternative payment methods, and established payment procedures.

Accurately and professionally documented account information and collection activities.

Located customers through the use of databases and references (Skip Trace).

Worked with courts to establish judgments, collaborated with Sheriffs office in reference to wage garnishments.

AAA - Long Beach 5//10/2011 to 8/31/2011

Emergency Road Service Agent

Answered emergency phone calls in a high volume call center for California and Texas.

Collaborated with Highway Patrol, various towing companies and emergency road side assistance including CalTrans.

Bank of America - Brea, CA 5/19/1978 to 3/11/2011

Support Specialist

Managed a monthly caseload of 500+ accounts.

Managed numerous assignments and duties across all departments, while simultaneously providing.

Administrative support to both managers and co-workers, repossession legislation specialist.

Handled all aspects of collections on cars, motorcycles, motor homes, boats and airplanes. Contacted delinquent clients and arranged payment schedules.

Collaborated with the DMV, repossession agencies, law enforcement, border patrol officers and skip tracers to locate the whereabouts and hidden assets of delinquent clients.

Completed charge-offs. Prepared reinstatement correspondence for all collections. Researched records and legal files.

Arranged impounding procedures, and worked with auction companies to sell repossessed vehicles.

Payment Processor

Calculated bank fees on past-due accounts for credit cards, mortgages and charge-offs.

Authorized and signed cashier checks. Authorized by Western Union to use internal website to investigate/research missing payments and make payments.

Home/Auto Loan & Insurance/Home Retention Specialist. Resolved late stage delinquencies on home loans. Evaluated applications and processed boarded loans. Worked closely with escrow.

Administrative assistant

Assisted VP's, managers and the HR Department with a wide variety of tasks. Reviewed timesheets and verified employment. Investigated and researched inquiries regarding credit bureaus. Worked with Accounting

Department on the General Ledger and paid regular bank expenses. Branch Supervisor / Investment Specialist / New Accounts / Vault Teller, VIP Clients

Assisted the Branch Manager in directing all daily operations at this high-volume branch of the bank. Interviewed, trained, scheduled and supervised employees. Completed private banking and investment duties.

Assisted loan officers with managing and completing boarded loans, home loans and vehicle loans. Managed new accounts, credit cards, IRA's BSA,KYC, CIP,CDD, CTR, AML Compliance and safety deposit box responsibilities.

Education

Cerritos College, USC

Administration and Language; Oceanography

February 2015 – BUSA/KYC Form Changes, Citigroup, Los Angeles, CA

February 2015 - Know Your Customer Workshop (KYC), Citigroup, Los Angeles, CA

January 2015 – CDD Overview for Account Opening/Updated Procedures, Los Angeles, CA

December 2014 - Customer Due Diligence Overview Training, Citigroup, Los Angeles, CA

November 2014 - CDD Unit Overview for distribution, Citigroup, Los Angeles, CA

November 2014 - AML Training, Citigroup, Los Angeles, CA

Recognitions: Received several Employee of the Month, Honored with Excellence Awards and CELA awards for Customer Service on numerous occasions; Green Belt Projects.

References: Upon Request

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