ASHLEY BREWSTER
Cincinnati,OH
Summary
Quality Assurance Analyst with over 10 years of experience specializing in analyzing fraud claim investigations, ensuring compliance, and enhancing customer resolution protocols. Adept in developing policies and procedures to address regulatory escalations, auditing, and training, demonstrating a steadfast commitment to improving operational and procedural standards for business excellence.
Overview
10
10
years of professional experience
Work History
Quality Governance Specialist
GreenDot Corporation
Cincinnati
06.2020 - 07.2023
- Assessed and reviewed high-value regulatory complaints for accuracy, delivering clear and concise resolution
- Audited, trained and coached Analysts/Agents ensuring adherence to KYC and internal procedures to strengthen the understanding of the resolution process
- Identified fraud and complaint trends through root cause analysis, reducing business financial losses
- Evaluated customer profiles and account activity using KYC details to determined if an SAR was required
- Analyzed financial statements and transaction histories to determine complaint resolution decisions
- Assisted in the development of new dispute resolution initiatives and strategies
- Drafted reports to financial regulators summarizing results of dispute resolutions efforts
- Collaborated with other departments within the organization regarding dispute resolution protocols
- Participated in internal audits of company's dispute resolution process
Quality Assurance Analyst/Business Controls Testing Specialist
Fifth Third Bank
Cincinnati
08.2013 - 05.2020
- Executed risk-based testing for financial products, processes, and systems within bank's risk appetite
- Identified, monitored, and reported risk trends, ensuring compliance with internal and regulatory standards
- Enhanced customer experience by providing feedback for coaching and training of business line employees
Shift Supervisor
PLS Financial
Cincinnati
03.2013 - 07.2013
- Supervised shift operations, ensuring high attention to detail and integrity to prevent store losses
- Provided cross-training and backup for customer service representatives, enhancing team collaboration
- Generated and distributed daily reports to relevant personnel, improving operational efficiency
Education
High School Diploma -
South High School
Cleveland, OH06-2006
Skills
- Self-motivated with ability to interface with internal and external customers
- De-Escalation Techniques
Timeline
Quality Governance Specialist
GreenDot Corporation
06.2020 - 07.2023
Quality Assurance Analyst/Business Controls Testing Specialist
Fifth Third Bank
08.2013 - 05.2020
Shift Supervisor
PLS Financial
03.2013 - 07.2013
High School Diploma -
South High School