Christine Kostyk
Merchantville
Summary
Results-driven analyst with strong skills in documentation and reporting. Proven ability to identify trends and implement effective training interventions, enhancing team performance and ensuring adherence to regulatory standards.
Overview
10
10
years of professional experience
Work History
Call Monitoring Analyst
TD Bank
02.2022 - 01.2026
- Listens and reviews inbound customer support calls for disclosure accuracy, proper execution of internal policies, and compliance procedures, to submitting and providing commented feedback for any found errors within the specialist's call, and citing the incorrect actions with detailed reasoning for the failure per TD Bank's policies, rules, and procedures as shown under Bank's internal resource as to reduce risk for audits within the Phone Channel.
- Utilized numerous , and other department specific resources and systems. Extensive use of Microsoft Office programs such as Excel, OneNote, Outlook and others with proficiency. Reviewed department use of AI and limited launch.
- Promoted a culture of continuous improvement by regularly sharing insights from call monitoring activities during team meetings and huddles.
- Provided feedback regarding new procedural updates and flagged possible issues where verbiage was unclear and required clarification to better support the Phone Channel
- Enhanced customer engagement by analyzing behavior patterns and suggesting targeted strategies.
- Identified trends in agent performance through consistent analysis of recorded calls, leading to targeted training interventions.
Quality Assurance Associate
TD Bank
05.2018 - 02.2022
- Review submitted New Business Account Ownership (BOCP) documentation for completion and accuracy, provided direct and concise feedback for any errors discovered within the needed forms or chosen Beneficial Owner exemption status.
- Respond to branch communications with directions and reference information regarding BOCP procedure via email and phone, review BOCP NAMES for beneficial owners utilizing the IRS database, while continuing education in various subsections of quality assurance including NAMES CIP, credit card review, KYC, and Business Account Documents review.
- Provided on the spot feedback from day one of the live launch for Beneficial Owner, continued to inform leadership of areas of improvement and worked with peers to present streamlined methods of resolution for incoming volume.
- Process of developing a project plan to improve 20% of Foreign Citizen owned businesses regarding BOCP, updated SM & NAMES systems verbiage to optimize store returns, and educated branches and other quality assurance representatives about the Beneficial Owner procedures, guidelines, restrictions, and resolutions
- Supported continuous improvement efforts by actively participating in process reviews and suggesting data-driven recommendations for enhancement.
Fraud Resolution Specialist
TD Bank
11.2015 - 05.2018
- Provide comprehensive resolution for customer and branch issues in a timely manner, provided follow-up with branch locations regarding fraud cases, deposit holds, and account holds
- Analyzed complex financial situations to provide tailored solutions for clients, enhancing satisfaction and loyalty.
- Filed disputes on behalf of customers for fraudulent ATM, ACH, check, or debit card transactions which typically fell under 2nd and 3rd fraud classifications
- Developed and implemented training materials to enhance team knowledge on fraud regulations and best practices.
- Reviewed check items that were placed on hold for a secondary authentication and lifted holds if warranted after examination. No losses to the bank during tenure regarding released check items
- Led initiatives to identify trends in customer feedback, driving strategic improvements in service delivery standards.
- Mentored junior team members, fostering professional growth and ensuring adherence to company policies and procedures.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
Education
No Degree -
Randolph Macon College
Ashland, VASkills
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Attention to detail
- Documentation and reporting
- Information gathering
- Process improvements
- Risk analysis
- Critical thinking
- Problem-solving skills
- Regulatory compliance
- De-escalation techniques
- Conflict resolution skills
- Information collection
- Deductive reasoning
- Fraud prevention
- AML compliance
- Verbal and written communication
- Fraud detection
- Case management
Timeline
Call Monitoring Analyst
TD Bank
02.2022 - 01.2026
Quality Assurance Associate
TD Bank
05.2018 - 02.2022
Fraud Resolution Specialist
TD Bank
11.2015 - 05.2018
No Degree -
Randolph Macon College