Service Representative Customer

Monique Brown

Havre De Grace, MD 484-***-**** ***********@*****.***

Professional Summary

Highly proficient, experienced, and analytical banking professional with superior problem-solving skills. Experienced in risk identification and management, Internal/External fraud investigator as well as a Consumer Lending and Client Relations professional dedicated to maintaining optimal security and customer satisfaction. Well-versed in industry regulations and asset protection strategies with International/Domestic Banking experience.

Skills

Excellent Customer Service

Team Leadership

Process Improvement

Risk Management

Quality Control

Project Management

Research

Investigation Leadership & Support

Work History

Background Screening Team Lead 10/2021 to 2/2023

BlackRock

Lead the Americas Background Screening team to support the screening process for new hires, re-hires, and 3rd party workers, in compliance with regulatory requirements while following BlackRock policies.

Executed the employee re-screening program: send communications, adhere to re-screening timelines, and answer employee questions throughout the process

Adjudicate background screening and drug screen reports to established standards following the BlackRock standard process and controls to mitigate risk, while using sound judgement and escalating as appropriate through a predefined escalation matrix

Conducted interviews as the regional point of escalation contact on discrepant screening results and worked within the approved matrix to obtain resolution

Managed key local vendor relationships, monitored performance, and escalated issues to the global lead as needed

Supported additional programs related to an employee’s work eligibility for BlackRock, which included right to work, I-9 verification, and regulatory reference completion

Assured all relevant documentation was within compliance to BlackRock’s policies and local privacy laws

Maintained a central repository for all background check documentation with an effective tracking mechanism for re-screening used across HR, Legal and Corporate Security

Stayed up-to-date with the regulatory landscape as it impacts the screening process while ensuring a smooth user experience

Recognized opportunities to streamline processes and enhance the user experience throughout the screening process, presented recommendations and actively lead all change initiatives to completion

Created simple and clear end-to-end process maps and educated stakeholders around necessary requirements, including knowledge-sharing within the Global background screening team, HR and with key partners

Enterprise Investigations Associate 12/2019 to 10/2021

Wells Fargo Bank

Responsible for the daily supporting of Enterprise Investigations Unit developments and the delivery of reports (scheduled/ad hoc) to support confidential risk-based investigations and case management activities

Completed analysis of allegations for internal or external misconduct including, but not limited to, fraud, theft, defalcation, waste, abuse, assets, brand, reputation, discrimination misappropriation/misuse of company or other entity assets and other financial and non-financial misconduct.

Identified and detected suspicious activity by interpreting large, complex, sensitive data using available company systems and methodologies

Triaged all investigation inquiries ensuring that they are routed to the appropriate department and oversee workflow ensuring timely and accurate processing

Collaborate with appropriate business divisions and departments on ways to set appropriate controls, internal alerts, mitigate risk and to process investigations

Internal Investigations Analyst 10/2017 to 12/2019

Wells Fargo Bank

Assembled and analyze evidentiary documents from internal systems and other resources needed to complete investigation

Independently conduct data mining to evaluate details and uncover additional information with the use of complex systems and reports

Reviewed case reports including Suspicious Activity Reports, analyzed procedures, controls, and risks associated with tasks to identify and create recommendations to further eliminate additional fraud and company losses

Served as a primary contact for multi-level investigations, assisted with complex system access, and provided trainings as needed

May coincide with law enforcement in non-complex cases with management direction, aid team members in additional projects and tasks, as well as designed complex reports for multi-level review

Analyzed governmental documents to ensure proper compliance with federal laws, guidelines, and regulatory concerns to and including RESPA, TILA, UDAAP, and others

Establish and built relationships through team builders, training calls, interviews, office discussions, committees

Multiple systems and tools subject matter expert

Consistently exceeded productivity metrics assigned

Client Service Representative 01/2015 to 10/2017

Wells Fargo Bank

Progressively promoted into positions based on strong performance in compliance review, audit, process improvement, customer experience, and team leadership

Supported Domestic and International correspondent bank customer regarding fraud investigations and Global Payment Services

Researched, analyzed and resolved inquires in foreign and US dollar payments including the recovery of fraud claims for internal/external customers

Completed wire fraud claims case review by adjudicating evidence identified through research of swift and fed international payment processing system, conducting link analysis, reviewing payment types, case inquires, communicating with correspondent banks, and documents provided by the inquiring parties

Communicated with corresponding banks via fed & swift messaging or by phone

Monitored customer activities, reported issues and trends to leadership, eliminated potential risks, and processing errors

Analyzed large amounts of data, developed comparative and root cause analysis to initiate reports and presentations with such data as well as informed involved parties as needed

Corresponded with management on case inquiries, compliance, risk mitigation and the avoidance of duplicate payment which may have a negative impact to involved parties

Quality Assurance Analyst 04/2013 to 12/2014

Wells Fargo Bank

Initiated internal audits of calls, emails, Wells Fargo accounts, and employee case monitoring systems, for compliance, statistical reviews, and accuracy of activities documented by the Home Equity Specialists

Informed management of investigation developments, assisted with refresher training resulting from the findings, and communicated with employee relations teams if necessary

Conducted team meetings and trainings with management in reference to progress review, strategic planning and implementation of products, process, and compliance

Live monitored employee activities for compliance, customer service provided, keywords and terms used, and accuracy of details provided.

Wrote, edit, and updated project manuals and technical documentation used by quality assurance team.

Home Equity Specialist 10/2012 to 04/2013

Wells Fargo Bank

Operated case management system, gathering necessary research from multiple data bases and compiled the data for timely underwriter review while managing large caseload

Provided follow-ups for management, underwriters and clients when needed

Assisted with risk mitigation initiatives by partnering with clients and internal teams to obtain as well as audit documents for efficiency and accuracy purposes

Customer Service Associate 04/2011 to 10/2012

Wells Fargo Bank

Assisted internal partners with escalated issues for loans and lines of credit inquiries, official bank checks, and banking procedures

Escalated unresolved situations to resolutions team for additional assistance when needed

Consistently achieved and exceeded revenue goals through product and service promotion during routine calls

Developed and implemented customer experience initiatives to decrease wait times

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