Retention Analyst, Specialist III at AT&T/Direct TV (2018 – Present)
- Troubleshot network connectivity issues by analyzing system logs and implementing appropriate configurations.
- Skilled in analyzing data, communicating effectively, and collaborating with team members to efficiently manage spreadsheets, calculate credit terms, and develop reports promptly. Achieving daily/monthly quota.
- Create and maintain comprehensive record-keeping logs for all functions
- Recommend keeping their services with the company by offering customers with Taylor-made plans to accommodate the customer by allowing them to add/remove channel line-up that would best fit their budget.
- Removing additional cable boxes in homes to reduce the charges if customers have smart-tv allowing them to continue to view channels now using this option.
- Reviewing and analyzing current/previous bills that may have been incorrectly charged & adjusting when error or sustain the charges if no errors.
Risk Analyst, Sr. Specialist II at JPMorgan Chase Bank (2011 – 2018)
- Monitors transaction activity to identify potential suspicious activity (SAR)within a given time frame.
- Assist in fraud investigations. Verifying the validity of the instrument presented or on-line transaction as valid, before releasing any funds or restricting account until the transaction can be verified.
- Identifies patterns and trends consistent with money laundering and terrorist financing, and flag any suspicious activities detected.
- Completes Suspicious Activity Reports (SAR) as required by the Bank Secrecy Act.
- Participates in other areas of the AML program such as Office of Foreign Assets Control (OFAC) compliance, CIP audits, agent due diligence and agent site visits.
- Adheres to and complies with the applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
- Creates and maintains comprehensive record-keeping logs for all functions.
- Reviews partner AML policies and procedures and audits activity to verify compliance.Ongoing maintenance compliance with state and federal laws affecting stored-value card programs and products, money transmitter laws, rules, and regulations.
Collection Specialist II at JP Morgan Chase, Auto Finance (2008 – 2011)
- Entering updated data on customer’s account with the bank
- Discussing the importance to maintain a good relationship with the bank.
- Process direct checks and deferments.
- Handles various skip-tracing duties.
- Make arrangements on customer’s account that would benefit the customer and the bank.
Collection’s Manager at PentaGroup Financial Service (2003 – 2008)
- Oversaw (25+) Collections agents at a time.
- Responsible for collections efforts of approximately $25 million in accounts receivable balances for several different contracts
- Worked closely with outside Collection Agencies as well as performing credit and collections for the largest and most sensitive customer accounts.
- Review, supervise and implement the Federal regulatory guideline of the FDCPA, collecting past due vehicle accounts. Trained and update staff on skip trace techniques for locating customers and audit trails. Ensure the Bank follows the collections guidelines.
- Report directly to the Director of the Operation in the Corporate Office and service more than 200 student deferment loans per quarter.
Customer Service Representative at First Data Corp/Tele-Check (2002 – 2004)
- Managed office documentation
- Approval/Declining customer's check writing privileges with merchants.
- Performed faxing, photocopying, and filing duties.
- Assisted supervisor and senior collectors with special projects.
Collection’s Manager at Alegis Group LLC (1999 – 2003)
- Customer service handling 200/300 Inbound/Outbound collection calls
- Informing the customer the best way of taking care of accounts
- Educating customers whose accounts were in collections and how to quickly have them resolved.
