Business Analyst Services Representative

Maryann McNamara

************@*****.*** ph: 716-***-****

Professional Summary

Experienced Business Analyst with a history of working in the banking industry. A highly organized planner, skilled in problem solving, and use of analytical skills to improve customer satisfaction and drive overall operational improvements.

Skills

•Strong analytical abilities and problem solving.

•Ability to multitask in a fast paced environment.

•Excellent written and verbal communication skills.

•Highly organized with the ability to multitask. Close attention to detail.

•Experience communicating effectively with all levels of personnel.

•Proficient ability to read and understand Federal and State laws and regulations.

•Knowledge of the regulatory environment governing AML/KYC/BSA and OFAC regulations.

•Consistently passionate for research, ideation and exploration with understanding of business analysis, procedures and concepts.

Customer Contact Specialist 2023 - present

Northwest Bank – Buffalo, NY

●Cross train customer service representatives to service Loan, Home Equity, Mortgage and

Credit Card inquiries and resolve existing problems.

●Assisted in correcting new Mortgage, Home Equity, and Loan booking errors; as well as: online banking, bill payment and Zelle services.

●Ability to establish effective working relationships among team members and participate in solving problems and making decisions.

●Provide support to Loan Payoff/Servicing, and Mortgage Escrow servicing to resolve customer inquiries and problems.

●Maintained five minute average call handle time and ninety-four percent efficiency satisfactory rating.

Client Services Specialist 2022 – 2023

Bank of America – Buffalo, NY

●Answered 90+ incoming calls from Preferred clientele daily, servicing deposit accounts, Online/Mobile banking issues.

●Subject Matter Expert on Loan, Home Equity, Credit Card and Mortgage inquiries and resolution.

●Achieved lowest call handle time for the entire department and met monthly sales goals for Preferred Rewards Program referrals.

Customer Relations Manager 2019 – 2022

Center One – Buffalo, NY

•Supervise and coordinate daily workflow to meet the objectives of the assigned department.

•Manage the planning, testing and implementing of new projects, systems, products and regulatory changes impacting assigned Retail Servicing teams.

•Supervise and manage Customer Service team. Provide leadership, guidance, feedback and training to staff.

•Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations

Lead Specialist, Bank Officer 2017 – 2019

KeyBank – Buffalo, NY

•Communicate with customers, merchants and Visa personnel to authenticate customers and provide verbal authorizations or respond to fraud in progress.

•Monitor compliance and fraud risk behaviors. Place appropriate holds on accounts.

•Investigate and resolve customer initiated Debit and Credit Card Fraud claims.

•Escalate customer accounts that display fraudulent activity including cash card sales, structuring and elder abuse in compliance to AML/BSA policy.

•Identify and monitor clients daily for Fraud or High risk processing.

•Maintain relationships with external contacts including but not limited to members of law enforcement agencies, financial institutions, and credit card companies regarding potential risks.

Sr. Fraud Analyst, Bank Officer 2014 – 2017

First Niagara Bank – Buffalo, NY

•Review transaction data from the real-time fraud detection system and other reporting sources and complete additional research in various internal and external systems to identify potentially fraudulent transactions.

•Recommend changes to fraud detection system parameters to higher management to optimize fraud detection while minimizing negative customer impact.

•Resolve complex problems arising out of customer account management, either directly or through subordinate staff.

Client Services Representative II 1999 – 2014

M&T Bank – Buffalo, NY

●Reviewed application, pre-closing and post-closing documents to disburse and book Mortgage, Home Equity lines/loans, Unsecured Lines of Credit, Installment Loans and Commercial Lending Products. Excellent working knowledge of Shaw and CPI systems.

•Provide problem resolution to internal and external customer inquiries while maintaining compliance to U.S. Patriot Act, AML/BSA Secrecy, OFAC verifications, Know Your Customer, Enhanced Due Diligence and Customer Due Diligence policies.

•Complete Business and Commercial account servicing for research, disputes, loan payments, loan advances, collateral releases, wire transfers, official check request, statement request and credit inquiries.

•Implement internal policies and control procedures with a thorough knowledge and understanding of guidance, laws and regulations. Made recommendations to improve policies and procedures to maximize departmental resources and strengthen internal EDD/CDD suspicious activity reporting.

•Review materials to ensure compliance with various regulatory and legal requirements and to ensure compliance risks are appropriately identified and addressed.

•Client onboarding experience for both Retail and Commercial customers.

Education

Certified Medical Coding Specialist Erie Community College – Buffalo, NY

Associate of Arts: Liberal Arts and Sciences Erie Community College – Buffalo, NY

Licenses & Certifications

NMLS - Nationwide Mortgage Licensing System & Registry

Issued: 2011 Expired: 2013

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