Business Analyst Case Management

Sundrena N Britton

Antioch, CA *****

925-***-****

LinkedIn: www.linkedin.com/in/sundrena/

Skill Summary

Customer focused financial crime specialist with superb organizational and verbal communication skills. Successfully monitor account activity and perform general account handling functions. Proficient and monitoring staff improving processes and resolving conflicts. Detail oriented and proactive with excellent problem solving skills.

● Specialties: Regulatory Compliance, Regulation Z, Regulation E, Regulation B, Regulation C, Customer Complaints, Research & Analysis, Fraud Investigation, OFAC, BSA/AML & HIPAA, Cash Management.

● Areas of Expertise: Debit/Credit Card Fraud, Fraudulent Signatures, Forgeries, Consumer Protection Act, Auditor, Regulatory Reporting, Collections, Managing High Volume Accounts, KYC, Analyzing Accounts, Payroll, Billing, Business Analyst, Budget Reports.

● Proficiencies: Account takeovers, Lottery scams, LexisNexis, Bridger, Commercial Loans, Interact, QWS3270 Secure, Wire Watch, Common Utility Toolkit, Investigator Support Solution, Global Investigation Wire (payment/wire), LEO, SAM and Management. KYC Governance and Compliance. Writing and submitting SAR files to FinCen. IRIS (Case Management), Cash Edge (Compass), Partner Care (Bill Payment), Touch Point, Teller, ISView

(Bank Statements), EVision (Check Lookup), Emailage, Ekata, Slack, Spectrum, Zendesk, Hummingbird, Scamalytics. NICE Actimize, Income Verification, Debt income ratio. Education

General Education from Pittsburg High School and Diploma from Brenkwitz High School. Certification

Certified Notary NMLS #1817007

Health and Wellness Break from September 2022 to Present. Freelance as the Financial Secretary at Grace Worship Center Church Jan 2015-Present.

● Oversee policy concerning the flow of financial resources such as money coming in and going out of the organization.

Professional Experience

Upgrade.com via RobertHalf, San Francisco CA Jan 2022-Sep 2022 KYC/Financial Crimes Investigator

● Support the BSA Investigations team to carry out day-to-day monitoring of the program including investigations, transaction analysis, and case management

● Perform periodic evaluation of internal controls and recommend solutions for identified risks

● Utilize a variety of analytical techniques and systems to make informed decisions on detected transaction patterns

● Ensure the timely filing of reports with FinCEN and other law enforcement agencies per internal procedures

● Be committed to developing best practices and tools for effective transaction monitoring and investigations of unusual activity

● Recognize new/emerging patterns and respond with appropriate investigative techniques

● Clearly summarize, document, and communicate findings and recommended action items in a timely manner to compliance management and/or other internal stakeholders when appropriate

● Identify any existing gaps and make recommendations to enhance the suspicious activity reporting process and other AML related controls.

● Protects consumers against fraudulent and incorrect electronic fund transfers (ETFs), to or from their bank accounts.

● Review, verify and identify customer transactions to detect and prevent financial crimes activities.

● Conduct reviews of flag transactions and reports that show potential suspicious activity, communicated with the customer and company personnel utilizing active listening and interpersonal skills.

● Participated in group discussion with team members and managers to develop new ways to combat fraud, worked successfully with coworkers to accomplish goals and address issues related to our products and services.

Bank of the West via Aerotek, San Ramon, CA April 2021-Oct 2021 Compliance Analyst lll

● Conducts customer due diligence and high risk reviews according to the bank’s BSA/AML policy and procedures

● Ensures that decisions to retain or exit a customer relationship align with supporting documentation submitted for each high risk customer type, and with appropriate research conducted during the high risk review process.

● Implements, performs and documents assigned customer verification reviews; performs and conducts compliance screening for PEP, sanctions and adverse news based on detailed procedures and processes. Identifies issues, escalates to management for resolution and formally documents findings.

● Communicates customer review results to management and business partners. Prepares and presents written reports of high risk reviews including results and recommendation for customer onboarding, closure or retention. Decisions.

● Identifies areas of risk and make recommendations on operational improvements, processes for compliance, quality assurance and any additional training essential to mitigate risk. Seeks ways to assist the Bank in strengthening customer due diligence, remain compliant and improve efficiency.

● Researches and analyzes testing results or issues, training, reads literature in order to become more knowledgeable about current banking, regulatory and audit issues, and performs other tasks as necessary to carry out daily responsibilities.

● Performs research, participates in training, and reads literature in order to become more knowledgeable about current business and issues related to assigned area(s).

● Establish and maintain effective working relationships with Bank field Relationship Managers and/or Retail Branch contacts

● Experience with customer outreach, telephone etiquette, and ability to establish rapport with internal customers by phone.

● Demonstrated self-reliance by meeting and exceeding workflow needs.

● Prioritize and organize tasks to efficiently accomplish service needs. Bank of the West via Aerotek, San Ramon, CA Jan 2020 - April 2021 Corporate Security Investigator III

● Responsible for triaging older alerts as they are assigned to determine whether they are case worthy or should be closed. Perform objective, fair and timely investigations, research and review evidence.

● Look for documents to analyze the overall situation. Responsible for conducting moderately complex investigations related to potential losses and/or suspected criminal activity.

● Conduct interviews with customers, non-customers, and related witnesses, to determine facts and obtain statements regarding external fraudulent activity.

● Resolve escalated issues and problems for external customers against customer complaints, and work with law enforcement for the request of information or potential fraud situations.

● Provide problem-solving support to the branches and back-office personnel to resolve issues and answer questions. SAR writing and submitting them to FinCen.

● Prepare and thoroughly document factual and impartial findings in a timely professional manner utilizing the rules of judicial evidence and in accordance with regulatory compliance and

regulatory requirements.

U S. Bank, San Francisco, CA Dec 2018 – Jan 2020

Universal Banker NMLS #1817007

● As a Universal Banker, I focus on sales and service, opening accounts, and handling teller transactions, educating customers of other products and services that meet their needs.

● This includes actively developing new business and expanding existing customer relationships through activities such as outside sales, workplace banking, tabling events, visiting local business, sales, apartment complex, consumer loans originating, new accounts, and closing.

● Perform outside and or campus marketing and sales activities to include walking around campus distributing flyers and talking to students and faculty about US Bank products and services.

● Required to have a national Mortgage licensing system registration under the terms of SAFE Act of 2008. Adhered to all regulations (i.e. regulations C, regulations B, regulations E).

● Complete routine teller tasks with high accuracy including transfers, deposits and bill payments.

● Maintain a cash drawer by following exact procedures for transactions and strong security protocols.

● Advise customers on Bank products, services and financial planning options.

● Help customers open and close accounts, apply for loans and make sound financial decisions, order checks please stop payment orders.

● Attended networking events.

Bank of America, via Canon Recruiting Concord, CA

Jul 2018 - Aug 2018

Financial Crimes Investigation/ Business Analyst

● Global Finance Crimes and Compliance department, WTQ, MoC, ODS, ACH, Credit Card and Check fraud.

● I primarily worked on cases involving Regulation B, Regulation Z, Regulation E, (BSA/AML) experience, SAM (Suspicious Activity Monitoring). SAR writing and submitting them to FinCen.

● Responsible for reviewing incoming referrals for possible regulatory reporting. Full file investigation identifies red flags, related to various fraud types.

● Investigating retail banking and credit card products for fraudulent check or unauthorized withdrawals, electronic transfers. Identity theft, online banking fraud and debit card fraud.

● Investigating consumer complaints and unusual activities relative to current and / or prospective customers.

● Provide guidance to consumers in the context of electronic fund transfers, which includes transfers with automated teller machines (ATM), point of sale (POS) transfers and automated clearing house (ACH) systems.

● Research and analyze trans, inconsistencies, patterns and review complex transactions to prevent financial crime activities and suspicious situations.

● Make outbound calls and receive inbound calls in order to gather prudent information. Offer assistance to team members and review account activity to come up with resolutions with policy and compliance guidelines and escalate to manager if needed.

● Gather and review evidence needed to conduct investigation using multiple systems to determine account decisions and log the information. Determine the legitimacy of transactions and make action or no action decisions. Bank of the West via Avalon Staffing, San Ramon, CA Nov 2017 - Apr 2018 Loan Administrator III - Commercial Loans

● Reviewed all supporting documentation to determine the entity's ability to enter into a loan agreement and pledge collateral, required authorized signers, appraisal, and environmental results.

● Addressed items that must be addressed to ensure the collateral lien will be perfected.

● Reviewed executed loan packages to verify all required documents have been received, have been correctly executed and there are no alterations.

● Compared loan package to loan approval to ensure the terms and conditions agree with the credit approval information.

● Worked with the Account Officer and Loan Service Center to resolve issues and customer complaints.

● Perform due diligence for complex loan structures, payment and advance processing, and loan funding. Adhering to Regulation B, Regulation Z, and Regulation C.

● Ensured lien perfection by working with title companies and other Banks to obtain releases.

● Verified final title policies and UCC reports are correct and prove that the Bank has obtained its desired lien position.

● Reviewed and interprets credit approval information to determine required supporting documentation including appraisals, environmental reports, organizational documentation, certificates of good standing, UCC reports, and preliminary title reports.

● Ensured all pre and post-closing conditions are met.

● Determined loan documentation required to bind and protect the Bank in various business loan transactions.

● Compiled and communicated all loan-rated issues to the loan service center and/or title company to ensure properly prepared settlement statements are presented to a customer.

● Prepares closing instructions for loans closing with a title company.

● Reviewed executed loan documentation and followed up to ensure liens have been perfected.

● Verifies adherence to policy, procedure, compliance, and regulatory requirements.

● Performed customer service activities for the account officer resulting in research and resolving issues outside of loan closing.

● Knowledge of lending and the real estate industry. Service Support Specialist II at Bank of America via Randstad (Oct 2016 - Jan 2017)

● In the real estate fulfillment center, I performed various administrative and supportive functions including adhering to RESPA. Also, distribution of loan file processing of fees for the FHA & VA Home loan.

● I set up the recommitment on loans, rate locks, fee analysis, appraisals, 3DP, VOE, ordering titles, FEMA, LDP, GSA, GFE, base point calculations, price exception.

● Worked through Edge and Status Mart, Map Edge. Pivot Tables, VLOOKUP, QWS3270 Secure and SQL. Adhered to Reg. B, Reg. C, Reg. E, and Reg. Z. Global Financial Crimes/ Business Analyst (Oct 2014 - Mar 2016) Bank of America via Collabera

● Global Finance Crimes and Compliance department, WTQ, MoC, ODS, ACH, Credit Card and Check fraud.

● As a Fraud investigator, responsible for reviewing incoming referrals for possible regulatory reporting.

● Primarily worked on cases involving Regulation B, Regulation Z, Regulation E (BSA/AML) experience, SAM (Suspicious Activity Monitoring). SAR writing and submitting them to FinCen.

● Investigated red flags related to various fraud types for retail banking or credit card products such as fraudulent check or unauthorized withdrawals, electronic transfers.

● Investigated consumer complaints and documented unusual activity related to current and / or prospective customers.

● Provide guidance to consumers in the context of electronic fund transfers, which includes transfers with automated teller machines (ATM), point of sale (POS) transfers and automated clearing house (ACH) systems.

● Research and analyze trends, inconsistencies, patterns and review complex transactions to prevent financial crime activities and suspicious situations.

● Make outbound calls and receive inbound calls in order to gather prudent information. Offer assistance to team members in reviewing account activities to come up with resolutions within policy and compliance guidelines and escalate to management if needed.

● Gather and review evidence needed to conduct investigations using multiple systems to determine account decisions and log the information. Determine legitimacy of the transaction and make an action or no action decision. SafeAmerica Credit Union, via RobertHalf Pleasanton, CA Nov 2013 - Jan 2014

Loan Processor

● Audit and fund credit cards & personal loans, disbursement of funds for the credit cards, and personal loans. Interviewed members for new accounts. Regulation B was followed.

● Communicated with the dealer regarding funding package documentation problems. Calculated income using pay stub and W2.

● Interviewed credit card applicants to obtain financial and personal data for credit reports. Ensured all credit card customers got timely resolution.

● Addressed customer concerns and questions during credit card processing. Developed criteria based on analysis of trends, data, and patterns to identify claims that have the highest potential of fraudulent activity.

Bank of the West, San Ramon, CA Jun 2005 - Aug 2013, Full time employment

Consumer Loan Specialist (Mar 2010 - Aug 2013)

● Audits, funds, and boards Indirect Loan and Lease packages.

● Minimized risk of loss to the Bank by ensuring the completeness, accuracy, and compliance of retail consumer credit documentation through the audit, funding, and boarding process. Preparing loan and lease files for filming. Provided a high level of quality customer service to both internal and external customers.

● Ensured predefined timeline for turnaround is met. Ensured quality customer service by correctly and quickly processing and disbursing proceeds to the dealer or broker. Ascertain, resolve, and/or escalate problems that may impact the Bank’s ability to disburse proceeds to the dealer or broker.

● Communicated with the dealer regarding funding package documentation problems and offer/ aid in resolving problems. Ensured adherence to all Bank, state, and federal regulations (example: Regulation Z, Regulation B, Fair Credit Reporting Act).

● Ensured the quality of applicant and contract information. This information will auto-board to the Bank’s accounting system and ultimately be used as the Bank’s primary reporting tool in determining risk, profitability, collateral and customer location information.

● Maintained working knowledge of standards and procedures. Maintained knowledge of systems and applications. Supported other areas of the Indirect Lending Operations group as needed. Identified red flags related to the various fraud types for retail banking, identifies fraudulent signatures.

●

Consumer Collection (Apr 2007 - Mar 2010)

● Responsible for monitoring delinquent accounts and pursuing the appropriate course of action for their collection. Generally, handles accounts of moderate to high complexity.

● Wrote the summaries for the Repossession on the automobiles, travel trailer, and the Foreclosures. Responsible for high dollar accounts in the collection department. Adhered to all regulations set forth by the Federal Reserve.

Transaction Processing (Feb 2006 - Apr 2007)

● Responsible for performing a variety of moderately complex operational clerical activities including such as verifying, classifying, consolidating, maintaining, reconciling and/or summarizing a variety of records, files or documents. Balances figures, computes totals, and prepares routine accounting entries. Calculate debits, credits, interest, depreciation and/or other accounting tallies and prepare accounting entries using calculator or computer accounting software.

● Performed moderately complex clerical assignments such as analyzing accounts, records, reports, journals and other documents for accuracy. Investigated questionable entries and recommended or undertook remedial measures. Prepare and send billings, advice, and account statements on various products and services. Process exception reports; correcting posting errors or input and processing applicable adjustments as required. Review input requests to ensure accuracy. Prepared documents and reports, records data and files materials. Operate computer terminal, personal computer and/or printer in the performance of various clerical activities requiring specific knowledge of products, services, system functions, etc.

● Exchanged information and resolves problems that are somewhat routine with solutions based on past practices. Performed work to maintain established standards for accuracy and timeliness.

● Performed data entry functions or balancing functions requiring substantial key entry. Debit Card Services (Jun 2005 - Feb 2006)

● Accurately handling customer claims, review and complete documentation required to establish a claim, consistently implementing high quality of work. Taking ownership of issues and following them through to completion. Review activity on account to determine if there are potential problems.

● Identifying, investigating and documenting unusual activity relative to current and/or prospective customers. Watch video types from retail banks to determine if there is fraud on an account. Skill in prioritizing assignments to complete work in a timely manner when there are changes in workload, changes in case assignment, challenges with meeting deadlines, competing requirements, and familiarity with working in a high volume production environment.

● Investigated credit card fraud or abuse of cardholder information. Interviews individuals involved and may aid law enforcement.

● Developed criteria based on analysis of trends, data, and patterns to identify claims that have the highest potential of fraudulent activity.

● Review, verify and identify customer transactions to detect and prevent financial crime activities.

Cash Office Specialist Target Aug 2003 - Jun 2005 · 1 yr 11 mos Administer cashiering tasks including all cash related opening/closing duties, assembling/verifying cash deposits, counting tills, and ensuring that the store has adequate change on hand.

• Research and report discrepancies, before reconciling them.

• Scheduling change orders and replenishing Petty Cash as needed.

• Performs daily safe/vault cash audits and reconciliation.

• Recording information in relevant booking keeping ledgers cash management module.

• Ensure all cash transaction support is reviewed and uploaded into a shared drive daily.

• Prepare cash drop paperwork to armored car service as needed.

• Reconcile sales reports from prior evening shifts.

• Assist in providing data for auditors as needed.

• Prepares Vendor cash payments (COD and Terms) and enters the transaction into the cash module. May schedule Vendor payment pick-ups as needed.

• Partners with Vendors to collect correct documentation (New Vendor Form, W-9 Form, etc.) and communicates with Vendors to resolve payment discrepancies.

• Enters Sales, Tax, and COGS data into Excel spreadsheet templates for the Accountancy Team.

• Scans and verifies Final Vendor Package (invoice, manifest, and signed receipt) in the shared drive for each cash payment that is completed.

• Ensures Accounts Payable balances are correct in the POS system and reports relating to this are accurate.

Manager Waterworld USA Apr 2003 - Aug 2003 · 5 mos As a manager at WaterWorld I was to oversee and operate the retail department managing up to 25 employees at one time. Making sure that payroll was done on time, also I was in charge of running the cabanas area of the park. Always giving great customer service.

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