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Customer Service Microsoft Office

Charlotte, North Carolina, United States
October 23, 2016

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Cristina Lopera

Charlotte, NC ***** 704-***-****

AML/BSA Compliance Analyst

Seasoned, goal-focused financial professional with demonstrated track record of providing operational support for fraud detection, analyses and prevention. Thrive in fast paced, highly regulated environments with excellent attention to detail and a desire for collaborating with both internal and external partners.

Proven expertise in driving quality service, increasing revenue through consistent error free processing and exceeding goals. Excellent communication skills with fluency in multiple languages; passionate about retail and commercial banking on a domestic and international level.

Financial Services Competencies

AML Compliance

Fraud Prevention

International Banking

Financial Crimes

Project Management

Banking Operations

Client Service

Tri-Lingual: Spanish, Italian & English

Career Experience

Bank of America/Merrill Lynch, Jacksonville, FL, 3/2016 – 09/2016

GWIM Operations Specialist

Executed effective quality service and operational support for multiple internal partners and external clients. Adhered to logistical procedures when processing both routine and standard financial transactions. Provided critical support during monetary analyses, report generation, trade processing, payment processing and various data entry activities.

Key Contributions:

Crushed new account development goals and opened 20 accounts valuing $200 to $15,000

Mentored and assisted in training newer team members as they transition into their roles

Wells Fargo, Charlotte, NC, 3/2010 – 3/2016

Financial Crimes Specialist - Chargebacks, 10/2013 – 3/2016

Managed chargeback queues and ensured all items were processed correctly and within predetermined deadlines. Oversaw money recovering processed for major credit cards which included, but were not limited to, VISA, MasterCard Connect, American Express OPS Net, PREVENT, FDR, Hogan, OIB, VROL and App Extender.

Key Contributions:

Recovered over $5M in chargebacks through consistent and error free processing

Spearheaded and maintained accurate documentation while complying with bank guidelines

Financial Crimes Specialist Claims L to U, 2/2013 – 10/2013

Analyzed and researched transactions to verify the differentiation of fraudulent and valid accounts. Processed all transactions within designated alphabetized designation.

Key Contribution:

Analyzed signatures and requested follow up on sales drafts for fraudulent determination.

Financial Crimes Specialist Fraud Prevention, 3/2010 – 2/2013

Analyzed account data for suspicious and/or inaccurate information. Executed client calls to verify account content and assist in determining account fraudulence. Handled incoming queries, resolved unrecognizable transactions and conducted lost/stolen reporting. Adhered to banking guidelines which maintained high quality assurance and proper identity verification. Collaborated with ITO/ATO and Elder Abuse departments on an as-needed basis.

Key Contributions:

Achieved a personal fraud detection rate of 86%, crushing site average of 69%

Slashed attrition rate and customer loss with block accuracy of 85%, exceeding average of 67%

Earned 97% phone quality rating, surpassing site average of 92%

SunTrust Bank, Charlotte, NC, 1/2009 – 3/2010


Effectively tackled all daily financial activities within branch to assist clients and management. Conducted daily workload which include, but not limited to preparing deposits, withdrawals, payments and consignment processing.

Key Contributions:

Increased bank revenue by uncovering needs of clients and directing to internal partners

Implemented outstanding customer service yielding increased customer loyalty

HSBC Bank, Buffalo, NY, 6/2007 – 12/2008

International Banking Representative

Uncovered banking opportunities to help drive banking revenue from small business on an international basis. Focused on attracting, retaining and expanding customer relationships.

Key Contributions:

Supported International commercial clients by providing electronic communication and superior account servicing

Drove success to International Direct Banking project initiatives

Education and Credentials

Master of Business Administration

Strayer University – Herndon, VA, Anticipated Graduation, 2017

Golden Key National Honor Society

Bachelor of Arts in Spanish

University at Buffalo – SUNY – Buffalo, NY, 2003

Sigma Delta Pi Honor Society; Semester Abroad – Madrid Spain, 2001

Bachelor of Arts in Linguistics

University at Buffalo – SUNY – Buffalo, NY, 2000

Technology Skills

Advanced Microsoft Office, Excel, PowerPoint and Outlook

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