Ashley Thomas
Jacksonville,FL
Summary
Highly accurate Operations Analyst with 10 years of customer service and protective services experience. Maintained 95.45% accuracy while handling over 60K outbound and 18K inbound calls and providing exceptional customer service to our clients. Currently looking to expound upon my current skill set.
Overview
8
8
years of professional experience
Work History
Static Data Analyst
Deutsche Bank Group
08.2024 - Current
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Increased account openings by delivering informative presentations on various banking products during outreach events at local universities and businesses.
- Processed new account openings efficiently, ensuring all necessary documentation was completed accurately.
- Streamlined communication between sales, trading, and research departments to improve overall operational efficiency.
- Implemented risk management measures within the team, mitigating potential financial losses and safeguarding company reputation.
Transfer Agent
Deutsche Bank Group
10.2022 - 08.2024
- Maintained up-to-date knowledge of industry regulations, ensuring compliance while conducting settlements.
- Improved client satisfaction by providing timely and accurate responses to inquiries regarding account balances, transactions, and holdings.
- Ensured compliance with regulatory guidelines by diligently reviewing transfer requests and documentation for accuracy and completeness.
- Enhanced customer relations by addressing concerns promptly and professionally, resulting in increased client retention rates.
- Contributed to a positive work environment through effective communication, teamwork, and proactive problem-solving initiatives.
- Managed multiple priorities effectively while maintaining high levels of accuracy under tight deadlines and heavy workloads.
- Supported back-office operations through meticulous record-keeping practices that ensured data integrity within the system.
Client Care Specialist
JP Morgan Chase
04.2021 - 10.2022
- Home Lending
- Verbal and written communication to obtain clarifying information or explain action needed (phone calls, emails, chats)
- Run and/or review credit reports and call/write to the employer to verify accuracy of information
- Maintain communication with external customers, internal departments, and third-party vendors to promote positive business relations and relate loan status
- Liaise with Underwriting and Closing to ensure end-to-end processing of the loan
- Order and perform the preliminary review of all third-party reports (appraisal, inspection and environmental)
- Record data on status of loans, including the number of new applications and loans approved, canceled, or denied
- Ability to multitask, prioritize and stay organized in a fast-paced environment
- Ability to be resourceful and find alternative solutions, conclusions or approaches to problems
Check Fraud Analyst
Bank of America
02.2020 - 04.2021
- Improved operations by working with team members and customers to find workable solutions
- Effectively execute countermeasures and various mitigation strategies to avoid losses to the bank and to our customers
- Stay abreast of all changes, developments and enhancements for all systems, products, and upgrades
- Perform a series of reviews utilizing various tools and reports to identify potential fraudulent activities on new/existing Bank of America Deposit accounts
- Effective time management
- Documenting all case information in various bank systems
- Thoroughly research incidents and/or allegations and interact with other departments of Bank of america, Risk, Compliance and Legal
- Provide excellent customer service to those customers impacted by potential fraud, ensuring we offer assistance as appropriate.
ATM/Debit Fraud Analyst
Bank of America
03.2019 - 02.2020
- Identified fraud patterns and anomalies through analysis of large quantities of data
- Inputted all information regarding fraud investigations into detailed reports that were submitted to clients
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Answered 20 calls per hour to answer customer questions
- Ability to conduct research, correspond with clients and colleagues, leverage data, and monitor activity
- Monitor case aging and escalate as necessary, prepare and write suspicious activity reports (SARs) as necessary
AML Compliance Analyst
Bank of America
04.2018 - 03.2019
- Verbal and written communication and ability to problem solve
- Acted as a tem mentor for team members
- Supports line of business in completing AML/KYC due diligence.
- Investigated fraud referrals and performed research to minimize risk and resolve inquiries.
- Conducted enhanced due diligence research of individuals, institutions and trust through LexisNexis and other internet tools.
- Analyzed potential Office of Foreign Assets Control (OFAC) hits to ensure transactions were in compliance with United States sanctions.
- Completed Suspicious Activity Reports (SAR) as required by the Bank Secrecy Act
Bank Teller
Bank of America
02.2017 - 04.2018
- Conducted special service and account transactions for customers.
- Maintained optimal financial controls by securing funds and making accurate transactions
- Verified amounts and integrity of every check or funds transfer
- Cashed customer checks, including verifying identification and checking account balances in accordance with bank policy
- Explained bank services, financial products and applicable fees to customers
- Identified and reported suspicious behavior to security personnel as appropriate
- Answered queries and to assist customers with account related issues.
Education
Associate of Science -
Florida State College
Jacksonville, FLSkills
- Ability to analyze legal documents
- Proficient verbal and written Communication skills
- Exceptional organizational skills
- Attentive to detail and quick learner
- Proficient with MS Excel/ Microsoft Office
- Compliance Awareness
- Transaction Processing
- Regulatory Compliance
- Critical Thinking
- Risk Assessment
- Data Analysis
- Report Writing
- Multitasking
Timeline
Static Data Analyst
Deutsche Bank Group
08.2024 - Current
Transfer Agent
Deutsche Bank Group
10.2022 - 08.2024
Client Care Specialist
JP Morgan Chase
04.2021 - 10.2022
Check Fraud Analyst
Bank of America
02.2020 - 04.2021
ATM/Debit Fraud Analyst
Bank of America
03.2019 - 02.2020
AML Compliance Analyst
Bank of America
04.2018 - 03.2019
Bank Teller
Bank of America
02.2017 - 04.2018
Associate of Science -
Florida State College