Amber Pepe
Phoenix,AZ
Summary
Dynamic professional with a proven track record at Zions Bancorporation, enhancing client satisfaction and mitigating risk. Skilled in data analysis and customer service, adept at developing comprehensive reporting and maintaining meticulous records. Excels in leveraging regulatory knowledge and banking software to achieve exceptional results.
Overview
14
14
years of professional experience
Work History
Construction Risk Department Specialist
Zions Bancorporation, N.A.
04.2020 - Current
- Delivered exceptional customer service to internal clients by promptly addressing inquiries and resolving issues efficiently.
- Manage portfolio of construction loans under two million dollars and review progress inspection reports for potential issues with budgets, construction, and other risk factors.
- Order construction risk inspections as needed including property condition assessments, seismic risk assessments, draw inspections, and plan cost reviews. Review reports to ensure they meet policy requirements.
- Work closely with department heads, construction risk managers, and disbursement specialists to generate risk reports that present data sets based on current risk trends and Office of the Comptroller of Currency or audit findings.
- Review data sets for risk factors.
- Prepare reports for bank executives, external and internal auditors, and the Office of the Comptroller of Currency for internal use and in response to audit findings.
- Optimized resource allocation within department by tracking performance metrics and adjusting workload distribution accordingly.
- Responsible for managing vendor pool and ensuring that master service agreements are being adhered to.
- Process inspection invoices.
- Prepare monthly progress reports, volume reports, and risk indicator reports.
- Review processes with upper management and make recommendations for streamlining, efficiency, and risk detection.
- Maintain department files and records adhering to file retention policies.
- Facilitated change management efforts within department by communicating expectations clearly and providing necessary support during transitions.
Department Specialist
National Bank of Arizona
05.2017 - 04.2020
- Manage work order system and incoming work orders for all branches and corporate centers for National Bank of Arizona.
- Assigned work orders to appropriate staff and engaged vendors as necessary.
- Managed small projects in branches and corporate centers.
- Acted as liaison between branch staff and property management staff.
- Helped with yearly budget and capital improvement ideas and recommendations.
- Managed bank wide Americans with Disabilities Act (ADA) initiative, working closely with ADA subject matter experts to learn how to make our branches and corporate centers more accessible.
- Maintained records for department including preventative maintenance schedules.
- Improved department efficiency by streamlining processes and implementing new organizational systems.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
Scale House Operator
CalPortland
11.2016 - 05.2017
- Operated weigh scales and issued tickets when necessary.
- Complied with safety regulations to avoid potential injuries and support company goals.
- Collaborated with truck drivers and site personnel to resolve any weight discrepancies or issues promptly.
- Enhanced customer satisfaction by providing prompt and accurate weighing services.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulations.
- Completed preventative maintenance around the site to encourage safety and cleanliness.
- Maintained product usage records and created procedures for tracking usages.
Scale House Operator
Drake Aggregates
07.2015 - 10.2016
- Operated weigh scales and issued tickets when necessary.
- Complied with safety regulations to avoid potential injuries and support company goals.
- Collaborated with truck drivers and site personnel to resolve any weight discrepancies or issues promptly.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulations.
- Improved efficiency by streamlining scale house operations and implementing updated procedures.
- Developed a strong understanding of industry regulations, maintaining up-to-date knowledge on relevant legal requirements affecting scale house operations.
- Assisted sales team during times of staffings shortages.
Account Specialist
Bank of America
03.2013 - 05.2015
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Adhered to standards of quality and service as well as all compliance requirements.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Developed customized financial solutions for clients, addressing their unique needs and concerns.
Senior Fraud Analyst
Bank of America
02.2010 - 03.2013
- Evaluated customer data to identify and prevent fraudulent activities.
- Conducted comprehensive fraud risk assessments, identifying potential vulnerabilities and recommending appropriate mitigation measures.
- Leveraged expertise in statistical analysis to identify patterns indicative of fraudulent behavior or transaction anomalies.
- Developed and maintained strong working relationships with law enforcement agencies for collaborative fraud investigations.
- Provided expert guidance on emerging fraud trends, ensuring proactive response to new threats and risks.
- Collaborated with cross-functional teams to develop and implement comprehensive fraud prevention strategies.
- Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
- Played a key role in the development and execution of anti-fraud awareness campaigns aimed at educating employees and customers about common scams and tactics used by malicious actors.
Education
MBA - Master of Business Administration
Grand Canyon University
Phoenix, AZ03.2025
Bachelor of Science - Applied Management
Grand Canyon University
Phoenix, AZ10.2023
Skills
- Customer service
- Data entry and analysis
- Problem solving
- Attention to detail
- Effective communication
- Microsoft products including Word, Excel, Powerpoint, Teams, and Outlook
- Banking software including Concur, ExactBid, and Archer
- Regulatory knowledge including BSA/AML, GLBA, OCC Heightened Standards, Regulation B, Regulation Z, TILA, SCRA, UDAP/UDAAP
Timeline
Construction Risk Department Specialist
Zions Bancorporation, N.A.
04.2020 - Current
Department Specialist
National Bank of Arizona
05.2017 - 04.2020
Scale House Operator
CalPortland
11.2016 - 05.2017
Scale House Operator
Drake Aggregates
07.2015 - 10.2016
Account Specialist
Bank of America
03.2013 - 05.2015
Senior Fraud Analyst
Bank of America
02.2010 - 03.2013
MBA - Master of Business Administration
Grand Canyon University
Bachelor of Science - Applied Management
Grand Canyon University