Customer Service Manager

Profile: To obtain a position within the company that will allow me to utilize my work experience for the benefit of the company.

Education and Credentials:

**** ******** *** **** ******** for Associated Degree at Triton College

2009 Medical Billing Certification – Triton College River Grove IL

1989 Engineer Program – De-Vry College Chicago IL

Professional Affiliations:

Member, Association of Certified HSBC Anti Money Laundering Specialists (ACAMS)

Member, Association of Certified Fraud examiners (ACFE)

Career History:

HSBC Bank – Mettawa IL

July 2011 – Present - Compliance Officer Specialized (OFAC/Sanctions)

• Maintain awareness of regulatory changes affecting assigned business’s; ensure appropriate communication and development of appropriate policy/procedure changes to remain compliant.

• Review and analyze compliance monitoring reports and other related source documents for suspicious/unusual patterns of activity.

• Follow up with responsible area for explanations and discussions for appropriate action. .

• Reviewed banking transaction activity to determine if transactions or member behavior is unusual and outside of normal patterns and behaviors.

HSBC Bank – Mettawa IL

May 2009 – June 2011 – Financial Intelligence Group Investigator

• Supporting Financial Intelligence Group with identifies patterns of suspicious activity and investigates suspected cases of activity related to money laundering or other related financial crimes.

• Researched and analyzed existing customers to assist business units and AML.

• Review press for adverse information impacting the Company’s reputation of regulatory status, investigate accounts arising from these reviews. Review customer information files form all banking areas and/or conduct investigations where customer (including principals and/or beneficial owners of corporate accounts, trustees, etc.) match individual names and entities identified by government sources and report out to the business. Manage SAR reporting, act as liaison with law enforcement officials, government regulators.

• Participated in special compliance reviews with those responsible for third party subpoenas, including grand jury subpoenas, as well as for civil litigation, to determine whether a Suspicious Activity Reports (SARs) is required to be filed in connection with any such matter.

HSBC Bank – Mettawa IL

December 2004 – May 2009 – Compliance Officer (Direct Maketing)

• Supporting Direct Marketing & e-business Solutions Assist CML develop and deliver Marketing strategies that support new loan acquisitions (prospect, affiliate leads& ACH programs), as well as portfolio customer up-sell and retention programs.

• Assisting CML identify and develop solutions to mitigate compliance risk; maintain awareness of state and federal regulatory changes affecting the business; ensure proper controls are in place to meet regulatory and/or compliance requirements; and communication of policy and procedure changes to achieve compliance standards.

• Locate risk and gather information from the suitable source to assist in resolving business issues.

HSBC Bank – Mettawa IL

July 2003 – December 2004 – Foreclosure specialist/Loss Mitigation (Residential and Commercial)

• Responsible - Perform analysis of assigned real estate accounts to determine and initiate appropriate action which may include collection, loss mitigation on short sale negotiation, modification of loan terms, foreclosure, forbearance plans and deeds in lieu of foreclosure.

• Interact with attorneys, trustees, realtors, appraisers and vendors to ensure proper and timely follow up.

• Counsels customers on resolving unfavorable credit performance and makes recommendation.

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HSBC Bank – Mettawa IL

January 2003 – July 2003 – Collections (Residential and Commercial)

• Contacting customers whose accounts are past due 8-59 days to negotiate an appropriate resolution and secure payment, process correspondence and provide customer account and policy information in accordance with company policy and procedures.

• Flag and discuss difficult situations with their Unit Manager and provide recommendations for appropriate action (write-off, credit limit changes) perform other related duties as assigned.

Allied Building Product – Wood Dale IL

May 1999 – July 2003 – Collections (Residential and Commercial)

• Review existing accounts and recommends action, including account holds or suspensions, credit limit adjustments, or collection.

• Resolved customer questions or concerns regarding account activity.

• Review credit application and financial for new customer’s to determine the credit limit for new accounts.

• Prepare a monthly reports detailing account activity. Month end reporting on all delinquent account, review delinquent accounts with Sales rep, Branch manager & Attorney.

• Travel to sites for collections.

• Prepare liens on delinquent (60 past due) projects.

• Process all invoices that came in, coding them and enter then in the system for payments. Research any shortage on open invoices.

Mac Funding Corporation – Wood Dale IL

November 1997 – May 1999 – Collections

• Perform outbound calls to delinquent accounts.

• Arrange payment programs.

• Maintain documentation on all delinquent accounts.

• Work with record of collection activities and phone tracing customers whose whereabouts are unknown.

• Handle Mexico and Canada delinquent accounts.

Hyatt Regency O’Hare – Rosemont IL

May 1996 – November 1997 – Credit Manager

• Contact customers by telephone whose accounts are past due to negotiate appropriate resolutions.

• In charge of Credit card charge back (reviewing and resolving).

• Sending correspondence to customer’s in accordance to company policies and procedures.

• Update and verify customer information on computer system.

• Manage 6 employees with in collections and customer service.

• Review month end reports on all outstanding issues.

Skills:

• Proficient tracking departmental expenses

• Knowledgeable of Quick Books, PeopleSoft, Java, Cisco, Quicken, SAP, Credit Bureau Software, GAAP, System Application Program.

• Spanish Speaking (Reading and Writing)

• Proficient in World-Check, Actimize, LexisNexis, Banker’s Almanac, Netscape Communicator, Microsoft Office Suite including: Word, Excel, Project, Access, PowerPoint, Outlook, and Adobe (read/write).

• Type 45 WPM

• 10+ years of Customer Service

Reference: Available Upon Request

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