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Customer Service Management

Coppell, Texas, United States
October 31, 2016

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Marissa Shaw


Innovative, dependable, results driven professional with over 8 years of experience in Mortgage and Banking, Client Relations and Sales Strategies. Strategic planner motivated to build positive relationships with management and clientele, demonstrate solid leadership and decision making skills and analyze processes and procedures in an effort to ensure client satisfaction. Actively seeking a position with a forward moving organization where growth and advancement are readily available.



Skills Verbal & Written Communication Team Collaboration Customer Service Client Relations Conflict Analysis Interpersonal Skills Decision Making Stress Management Research & Analysis Leadership Deadline Management

Presentation Risk Management Training Workflow Priotization

Competencies Project Change/Management Banking Operations Quality Assurance Data Analytics/Reporting Operational Process Analysis Process Implementation/Design Technology Implementation Document Execution Review Regulatory Compliance Quality Control Audit



Texas Women’s University – Denton, TX

Master’s Degree – Business Administration

University of North Texas – Denton, TX

Bachelor of Science – Criminal Justice


Delta Sigma Theta Sorority, Inc.

Keeper of Finance

Community Service Chair



AML Analyst

Performs a variety of money laundering detection related activities in support of Bank Secrecy Act (BSA) and/or Anti-Money Laundering (AML) regulations designed to prevent financial-related crimes against the government.

Identify unusual activities and behaviors across multiple product, research open source information, and compile information and documents from a variety of source.

Draft Suspicious Activity Reports ("SARs") and Fact-check and edit SARs.

Participation in SAR Committee and Risk Assessment Meetings

Preparation of Currency Transaction Reports in accordance with BSA requirements for cash transactions over $10K/day.



KYC/AML Analyst- Monitor, research, analyze and address all essential compliance activities.

Review system generated alerts to assess presence of illicit activity that may require reporting based on BSA/AML requirements, conduct research as required, and document detailed results in written format.

Perform quality assurance reviews of KYC files, alerts investigations and SAR drafting and filings (FIU) and OFAC hits

Document the review of alerts by recording results in the Dept.'s alert management system.

Utilize broad compliance knowledge to formulate decisions and make recommendations.

Helped develop policy and procedures as well as write text scripts for the line of business.

Perform special projects as required and any other duties as assigned.

CAPITAL ONE HOME LOANS– 2014-2015 // 2011-2012

Senior Account Manager

Performed daily processing requirements with clients, local districts, the debtor’s attorney, and the debtor to assure the efficient utilization of bankruptcy procedures and accuracy of information.

Maintained open communication with personnel and staff to address issues and make necessary adjustments, implemented solutions to address and eliminate common concerns and ensured resolutions were implemented in a timely and efficient manner

Compliance Analyst

Review and analyze commercial client documents

Write summaries of findings throughout client relationship reviews

Work with quality control analysts and relationship managers within the compliance and remediation projects

Interpret complex legal documents related to various types entities including corporate and individual trusts, partnership and LLC’s

Complete follow-up reviews on activity that was previously reported as suspicious.


Senior Bankruptcy Auditor

Conducted audit on chapter 13 bankruptcy accounts that have been either discharged or dismissed from the date of filing to the date audit is concluded

Maintained working knowledge of bankruptcy procedures and policies, assisted customers and colleagues by providing assistance and instructions as needed

Successfully met objectives by planning and implementing sound methods and processes and ensured timely submission of timely monthly reports to Upper Management

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