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AML Outreach Analyst

Charlotte, North Carolina, United States
October 17, 2016

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Professional Strengths- Able to multi- task, work independently, think independently, communicate effectively, efficient with time management, reliable, team player, pay great attention to detail and accuracy, flexible, ability to travel to other sites for training purposes and able to overcome obstacles in the work place.

Professional Experience

Citibank, Fort Mill, SC September 2015-present

Customer Outreach Analyst- Execute customer outreach process for NAM Consumer Banking Support Unit for domestic & international clients, Obtain Know Your Customer information from low, medium & high risk clients, Ask relevant questions to better understand account purpose, Develop findings based on Outreach analysis, Transfer data back to EDD Analyst or possibly recommend account for closure, Review account activity, internet research & client profile information, Train new hires on job functions & systems, Commute to our sister site to train established & new agents on the Outreach process & answer any unsettling questions, Aid in assistance with special projects Excel Quality and Compliance metrics on a monthly basis, Neutralize client’s concerns and Research internal systems to obtain missing elements.

Citifinancial/ One Main Financial, Fort Mill, SC April 2013- September 2015

Senior Credit Bureau Investigator- Researched thoroughly client accounts, Analyzed credit reports, Investigated account information, Reviewed consumer data on tradelines, Confirmed reporting on credit reports coincides with data in our systems, Updated payment/ account information, Processed United States and Canada credit bureau disputes from clients & internal partners, Produced results in a timely manner while exceeding quality standards, Generated excel reports used for upper management & tracking purposes, Trained agents on special projects, Act as a liaison for agents an d upper management, Assisted management with completing escalations and Provided input to managers on processes and procedures that would aid the team on producing high quality work.

Customer Service Representative- Call center environment, Managed inbound calls, Assisted customers by providing excellent customer service, Offered solutions, Data entry, Processed payments and address changes.

Convergys/ OnStar, Charlotte, NC September 2011- April 2012

Customer Service Representative- Collected payments from subscribers, Helped bring subscribers delinquent accounts current by meeting metrics monthly, Inbound and Outbound Dialing via auto dialer, Sent subscribers navigational routes, Run On-Demand Diagnostics on GM Vehicles, Made reservations for clients, Sold minute bundles for Hands Free Calling Systems, Completed OnStar Orientation for new clients and Updated billing records.

Spherion/ Aon Hewitt, Charlotte, NC October 2010- January 2011

Customer Service Associate- Assisted members with insurance plan benefits, Assisted members with locating participating physicians, Telephone experience, Updated client data, Learned/ trained on various software, Provided excellent customer service and Adapted to business challenges.

Educational Background

The Art Institute of Pittsburgh 2009-2012 –Bachelors of Science in Fashion Marketing& Management

Ardrey Kell High School 2005-2009

Computer Skills

Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Publisher, Concierge, Eclipse, Sharepoint, Maestro, Multi- maestro, CACS, Symphony, History Viewer, Remedy, Microsoft Lync, Avaya, DNX, Branch Directory, E-Oscar, Equifax, Experian, Transunion, Web Notes, Web View, Western Union Speed pay, Equifax- Canada, Banko, FDR& DRI

Clubs/ Organizations

2016 Newsletter Board

2015 V. O. E. Champion for Customer C.A.R.E. - American Red Cross, Site V.O. E Events, Departmental Events & Evoke change within the department.

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