Scrum Master Customer Service

NARGIS AKTER

Jamaica, NY ***** 347-***-**** ********@*****.***

Skills

Attention to detail & ability to work in a pressurized time sensitive environment.

Experience running complex and high volume ETL processes.

Exposure to MIS/data warehouse applications.

Checking of supplied data for sense, consistency and accuracy.

Sound understanding of relational, object and dimensional databases.

Experience with SQL

Experience with VBA scripting and Microsoft

Quick learner and self-starter with ability to prioritize tasks and to meet deadlines.

A team player with involvement in a combination of off-shore & on-site parties.

ATM Transaction

Strong sense of banking ethics

Exceptional customer service

Tableau

Certified scrum master

Agile and Scrum frameworks(Kanban)

Communicate organizational impediments to leadership

Ability to leverage skills from coaching, facilitation, conflict resolution and more to serve team

Experience using fraud prevention technology like LexisNexis, Innovis.

Account Updating

Report Writing

Issue Investigation

Account Investigations

Work History

Account specialist, 07/2022 - Current

New York Community Bank

Process wire transfer for the bank

Process multimillion dollar domestic and international wires

Review, repair wires before completing. Send email to department regarding incoming/outgoing wires

Verify and release payments

Resolves OFAC issues in conjunction with NYCB compliance department

Logs on Dovetail system and ensure end-of-day, and connectivity with federal reserve is completed successfully

Process all outgoing and incoming wire transfer requested for customers and NYCB departments

Prepare wire logs using information obtained by the federal reserve

Proves total to FRB reports

Manages any payments flagged by OFAC filter in the FCRM system

Researches items as requested by compliance, security and other departments

Works with department to resolve any OFAC issues

Interprets service messages received from other financial institutions

Composes outgoing service messages to other financial institution

Disconnects from the federal reserve, and ensure end of day process is completed

Updates daily volume spreadsheets to reflect the daily wire transfer activity

Processed requests for ACH payments to ensure posting of payments

Process drawdowns wires and release from queues

Assist areas with research of ACH items in respect to correcting any discrepancies

Assist branch employee with inquiries related to ACH

Resolved complex billing and payment issues for balanced, accurate accounts.

Kept detailed records of daily activities through online customer database.

Developed and maintained database of financial records for clients.

Fraud Specialist, 04/2021 - 05/2022

JP Morgan chase

Mainly worked with quick pay, wires, domestic, international, ACH products

Communicating with customers in a metrics-driven environment

Able to navigate multiple technologies while staying engaged with our customers

Demonstrate resiliency and extreme adaptability in a fast-paced environment

Possess strong customer focus with the ability to have detailed conversations with our customers

Take ownership of each customer interaction while treating customers with respect and responding with empathy

Demonstrate personal excellence including punctuality, integrity, and accountability

Approach problems logically and with good judgment to ensure the appropriate customer outcome

Make appropriate decisions on behalf of our customers quickly and effectively

Effectively prioritize work to ensure efficiency

Abide by all applicable regulatory and department practices and procedures

Have the ability to work independently and in a team environment

Think critically and exercise independent judgement

Fluency in Windows Operating Systems and Microsoft Office tools

Conducting research in public records databases, such as LexisNexis and Innovis and reviewing associated reports

Conducted research and interviews with relevant stakeholders to gather evidence and build case files.

Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.

Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Reviewed transactions and receipts to identify any suspicious activity.

Analyzed large amounts of data to find patterns of fraud and anomalies.

Summarized all key information regarding investigation into detailed report for delivery to client.

Learned and adapted quickly to new technology and software applications.

Worked well in a team setting, providing support and guidance.

Associate Banker, 09/2017 - 04/2021

JP Morgan Chase

Engaging the client by welcoming them warmly with a pleasant demeanor, using the client name, whenever possible, and thanking them for doing business with Chase

Assisting customers and making clients feel appreciated

Helping customers learn how to complete their banking needs whenever and however they want with self-service options, including the Chase mobile app, Chase.com, and ATMs with expert knowledge in our self-service and digital platform

Exhibiting strong customer service skills, presenting consumer-bank focused products and services while proactively educating clients on utilizing available access channels

Proactively collaborating with others to help customers

Helping build relationships with customers by connecting them with team members who can help them address their financial needs

Ensuring financial transactions are completed accurately and efficiently, while complying with all policies, procedures and regulatory and banking requirements

Supporting customer with traditional banking needs and complex service transactions putting the customer's needs at the center of everything

Providing proactive customer outreach to gauge success and offer new tools to help customers meet their consumer banking and investment goals

Make ACH Payment for clients such as making credit card payments, wire transfer, internal transfer etc

Opened, closed, and updated accounts for customers.

Monitored accuracy of customer information in system.

Processed customer payments and account setup charges.

Activated new accounts and issued customer identification numbers.

Electronic Data Interchange Analyst, 02/2015 - 06/2015

Cognosante

Collecting, collating and carrying out complex data analysis in support of management & customer requests

Also involved in reporting statistical findings to work colleagues and senior managers

Manipulating, cleansing & processing data using Excel, Access

Responsible for loading, extracting and validation of client data

Liaising with end-users and 3rd party suppliers

Analyzing raw data, drawing conclusions & developing recommendations

Developing data analytical databases from complex source data

Data entry, data auditing, creating data reports & monitoring all data for accuracy

Designing, developing and implementing new functionality

Monitoring the automated loading processes

Advising on the suitability of methodologies and suggesting improvements

Carrying out specified data processing and statistical techniques.

Tracked files from origin to destination and troubleshot errors.

Ran, reviewed and submitted daily reports using excel.

Education

bachelor: Information Technology, 2023

Colorado state University

Associate degree: Computer Technology, 2014

Bramson Ort College

Additional Information

US Citizen

Languages

Bengali

Native or Bilingual

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