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Customer Service Management

Clayton, Delaware, United States
October 25, 2016

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Simone Palmer-Ellerbe

Consultant - Wells Fargo-Compliance

Clayton, DE - 302-***-****

Self-motivated, innovative and goal-oriented management professional committed to AML and Compliance operations. Dedicated team player skilled at mediation and conflict resolution. Drives company growth by upholding its values and vision while providing fresh ideas and solutions. Willing to relocate: Anywhere

Authorized to work in the US for any employer



Wells Fargo-Compliance - Philadelphia, PA - May 2016 to Present

• Responsible for reviewing and investigating escalated individuals and entities which have been identified as containing potential matches against Government Sanction lists: OFAC, United Nations, European Union, and others.

• Assists in assessment of potential breaches or violations of U.S. economic sanctions and trade restrictions.

• Performs data analysis and mapping, analyzing monitoring logics and critical data elements, conducting threshold tuning and optimization, and executing UAT

• Identifies and reports all significant regulatory compliance breaches or gaps to senior management.

• Develop and implement solutions to prevent future occurrence by building internal rules to help prevent false positive 'hits'.

KYC Client Onboarding Officer-Associate

AML - Newark, DE - August 2015 to May 2016

• Support all aspects of client onboarding to meet Anti Money Laundering (AML) and Know Your Client

(KYC) requirements; partner with client-facing teams to ensure all client records comply with regulatory standards Own all portions of onboarding process for new clients and subsequent renewal process; perform daily research to stay current on all regulatory changes and requirements related to KYC, suitability and documentation; cross-training with other colleagues to learn about additional growth areas Responsible for conducting in depth and timely internal reviews of possible violations of the regulations and all matters related AML, KYC and transaction monitoring.

• Assist in compliance monitoring for private banking activities to ensure compliance with applicable internal policies and procedures and external regulations.

• Writes robust narratives that clearly identify Client Due Diligence (CDD), risk attributes, risk mitigate, and comprehensive understanding of the customers' business models/source of wealth Identify and escalate clients to appropriate investigative units when analysis uncovers unresolvable risk concerns and/or potential suspicious activity.

• In addition escalating recommendations for customer closure when significant reputational and/or AML/ Sanctions risks are identified Demonstrates an in-depth understanding of banking, AML risks and OFAC Sanctions risks across all products, services, customers, and geographies serviced by the Banks business units.

• Wrote procedures for internal and external auditing purposes.

• Trained new team members on applying due diligence procedures and regulatory mandates. Associate-Team Lead

AML - Newark, DE - December 2014 to August 2015

• Collect and document data, including alert investigation, Suspicious Activity Reports (SAR), Know Your Customer (KYC) information, and other relevant account and transaction data.

• Review and analyze data gathered from Mantas and other proprietary systems in order to assess reasonable cause to escalate an alert to Investigations or to clear the alert.

• Reviewed specialist's dispositions to ensure conclusions were properly supported prior to closing of escalating for further investigation.

• Disposition and fully document all alerts, including supporting data, analysis, and rationale within the case management system in a timely manner.

• Conduct periodic internal account/customer reviews to identify additional potentially suspicious activity.

• Function as a key contributor and demonstrate knowledge of AML issues as well as a broader functional knowledge.

• Knowledgeable of the laws applicable to money laundering, including the Bank Secrecy Act, The USA PATRIOT Act, US Treasury AML guidelines, OFAC requirements, and Suspicious Activity Reporting requirements.

Sr. Financial Crimes Analyst

Barclay Card-AML/Compliance - Wilmington, DE - September 2014 to December 2014

• Perform investigations via cases generated via Fortent for alerts requiring the filing of a SAR while responding to subpoenas (314a) and submitting 314b requests for additional information.

• Investigate and identify Politically Exposed Persons (PEPs) and other Sanctioned individuals.

• Perform in-depth analysis and investigation of credit card transactions, credit balance refunds (CBRs), deposits, multiple payments, overseas transactions, etc.

• File SARs with FinCen and prepare reports for management as required.

• Managed high volumes of financial activity in a fast-paced, risk-based corporate environment. Sr. Trade Support Analyst-Team Lead

JPMorgan-Corporate Investment Bank - Newark, DE - October 2012 to January 2014

• Created standard operating procedures manual

• Co-developed formal training and mentoring program for 12-person team. Trained staff on operating procedures and company services and identified individual development needs with appropriate training.

• Interfaced with Clients, Custodian Banks, Brokers, Asset Managers and Securities Lending Agents, as well as various internal functional teams and Operational Centers

• Reviewed client Service Level Agreements and established policies/procedures to ensure compliance with market practice.

Business Card Credit Underwriter III,

JPMorgan-Card Services - Newark, DE

• Analyzed personal and business credit bureaus, business financial statements and other application related information to determine applicant's credit worthiness

• Recommended loan approvals and denials based on customer loan application reviews for credit lines up to $250k

• Approved or denied credit requests based on judgmental review of applicant's credit worthiness

• Provided feedback regarding system, policy, marketing and Customer experience opportunities

• Identified opportunities to book incremental accounts which would normally fall outside of standard approval policy.

Outside Portfolio Manager (OPM) Support Specialist JPMorgan-Private Bank - Newark, DE - October 2007 to December 2011

• Served as primary contact point between third party advisors and internal business partners; supported investment strategies into separately managed account program and Opportunistic Advisory Program (OAP).

• Streamlined account opening process for outside managers and clients, leading to increased transparency and adding audit safeguards.

• Clarified corporate action/proxy process, creating transparent process and ensuring better documented paper trails.

• Ensured timely settlement of stock market trade activity in outside managed accounts as well as confirmed and validated security pricing.

Loan Origination Specialist Loan Administrator

Citigroup - New Castle, DE - January 2006 to October 2007

• Structured new credit facilities into Citigroup's loan system and reconciled payable accounts from fees, interest, and principal payments

• Reviewed and approved contracts for loan closings, such as credit approval / agreements, certificate of incumbency, and other loan forms

• Purchased, sold, traded, and funded foreign currencies using internal systems

• Processed loan advances, principal, interest and fee payments Interacted with bilateral customers and syndicate partners to execute funding requests and maintain an accurate line of credit, as well as resolve outstanding obligations.

• Investigated, researched and reconciled outstanding GL, DDA and other risk items Processed trade confirms, assignment agreements and various LSTA documents for asset sales Support multiple business lines as a final control for payment exception management and payment release.

• Partner with Liquidity Management to ensure appropriate bank balances to support daily Firm operations.

• Incoming and outgoing free format SWIFT message review for appropriate routing and to ensure compliance with Payment Governance policies

• Physical check processing and same day suspense cash receipt processing. Collateral Specialist

M&T Bank - Wilmington, DE - October 2004 to August 2005

• Processed releases of liens on vehicles, mortgages, and certificate of deposits

• Provided customers with documentation of paid obligations with regards to loans.

• Processed credit balance refunds for customers due to overpayment of loan obligations. ATM Monitor

M&T Bank - Wilmington, DE - September 2003 to December 2004 Wilmington, DE

• Surveyed and monitored automated teller machines internal systems

• Verified transactions against report log to ensure accuracy of machines

• Scheduled and dispatched service repairs and maintenance for all local machines

• Reported suspicious transactions to fraud department Reported and applied blocks to lost/stolen accounts. Customer Service Specialist

Household International Bank - New Castle, DE - May 2001 to April 2003

• Assisted cardholder's with balance and billing inquires.

• Educated cardholders on account benefits, billing cycles and special account features.

• Increased business affiliation and customers' base through cross selling products.

• Followed up client calls which included performing credit reference checks and liaising with internal departments and external business partners.


B.S in Finance

Wilmington University New Castle - New Castle, DE


MBA in Organizational Leadership

Wilmington University New Castle - New Castle, DE




• Creative problem solver

• Exceptional communication skills

• Strong client relations

• Quick learner

• Project planning and development

• Systems:

MS Office/Bloomberg/DTC/TITAN/TSYS/Mantas/Fortent/Lexis Nexis/World Check

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