Odell E Baker
Hyundai Capital America
Metropolitan Atlanta,GA
1
Certification
11
Years of experience
Organized and meticulous Client/Compliance Analyst with over 20 years experience in financial services, client services, mortgage banking, loan processing and compliance review. Skillfully manage compliance risk assessments and execute compliance reviews to increase efficacy of regulatory compliance risk management. Well-versed in monitoring strategies and controls, implementing risk evaluation practices and reporting breaches.
Work History
Resolutions Analyst
2 Years 7 Months- Investigate Escalations: Review complex cases, tier-1 escalations, or delinquent/disputed accounts by gathering relevant documentation, invoices, or records.
- Analyze Root Causes: Identify why an error, billing mismatch, or claim rejection happened to prevent future occurrences.
- Collaborate Cross-Functionally: Work with internal teams (such as sales, legal, compliance, or customer support) and external partners (such as insurance carriers or vendors) to reach a resolution.
- Make Determination Decisions: Validate claims, process adjustments or refunds, and negotiate settlements or payments based on company guidelines and regulatory rules.
- Maintain Documentation: Log detailed notes in CRM, ERP, or internal database systems and ensure compliance with industry standards (like HIPAA or local regulations).
- Track Metrics: Meet production, quality, and turnaround-time service level agreements (SLAs
Client Support Analyst
5 Years 2 Months- Administered client support and retention through relationship management and assuring the client’s concerns and expectations are met in a timely manner.
- Facilitated and addressed customer inquiries by email, phone or face-to-face, managed IT tickets for technical issues, disseminated information to appropriate recipients as necessary and provided proper follow up.
- Organized change management requests, product test requests, ad hoc pull requests, product development, product implementation and other initiatives in collaboration with internal teams and the business.
- Assisted in the onboarding process of new clients/customers.
- Acted as a project coordinator for the project management team.
- Initiated meetings and conference calls, as necessary, with clients, business partners, vendors, contractors, and internal teams to ensure objectives and expectations are aligned.
- Troubleshooted researched client’s non-technical issues and provided resolution and/or corrective action.
- Diagnosed root cause analyses by following best practices and quality management processes.
- Educated and trained clients on product usage to enhance knowledge and satisfaction.
- Formulated daily, weekly and monthly data analysis reports for internal and external teams.
- Conducted quarterly audits on invoices by meticulously evaluating compliance and client reports to ensure organizational compliance with client(s) requirements.
- Processed shipping requests according to client’s need or instructions.
- Coordinated order requirements and process flow with the appropriate departments including: Sales, Supply Chain, Global Order Engineering, Production and Finance.
Compliance Analyst II
1 Year 9 Months- Evaluated, analyzed, and communicated pending and passed US federal regulations, agency guidelines or directives to impacted business units to ensure ongoing product compliance.
- Conducted AML investigations including suspicious & fraudulent activities, (OFAC) sanctions and enhanced due diligence (EDD).
- Performed sanctions check, periodic reviews and politically exposed person searches on new and existing accounts by reviewing LexisNexis and World-Check software for authentication.
- Escalated potential fraud activity and sanction violations of the Office of Foreign Assets Control (OFAC) to the appropriate level.
- Prepared workpapers summarizing audit findings and final disposition.
- Collaborated with internal teams to develop fraud prevention strategies.
- Responded to internal and external client matters pertaining to product compliance and assist in providing final disposition of any discrepancies and variances.
- Identified violations and discrepancies subject to restitution by evaluating restitution calculations and determining appropriate corrective action reducing risks and compliance issues by 34%.
- Structured periodic reviews, audits and transaction monitoring strategies of products and services to validate compliance with high-risk regulations or detect regulatory violations, weak controls or other areas of exposure.
Education
Associate of Business Administration - Business Administration
Skills
Microsoft Word
Microsoft Excel
Microsoft Outlook
Verbal Communication
Written Communication
Research Specialization
Account Management
Compliance Review
Product Support
Leadership Skills
Process Management
Implementation
Organizational Skills
Customer or Client Service
Analytical Skills
Risk Management
Multitasking
Sales
Problem Solving
Time Management
Negotiation Skills
Project Coordination
JIRA
Client Relationship Management (CRM)
Personal Information
Title: Financial/Client Services
Certification
Lean Six Sigma Green Belt – Awarded 4/2023
TRAINING AND PROFESSIONAL DEVELOPMENT
Project Management
Timeline
Resolutions Analyst
Hyundai Capital America
04.2024 - CurrentRead More
Client Support Analyst
Thales
04.2018 - 06.2023Read More
Compliance Analyst II
Mark Shaw & Associates, Inc
12.2015 - 09.2017Read More
The Technical College of the Lowcountry
Associate of Business Administration from Business Administration
Read More