Darlene Cook
Financial Services
Waynesboro,PA
Summary
Customer-focused Financial Crimes Specialist with superb organizational and verbal communication skills. Successfully monitors account activity and performs general account handling functions. Independent and honest to balance multiple projects at once. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
34
34
years of professional experience
Work History
Financial Crimes Specialist
Wells Fargo
Frederick , MD
01.2017 - 07.2023
- Reviewed customer accounts for suspicious activities and potential money laundering.
- Analyzed financial transactions for any irregularities or potential criminal activity.
- Conducted investigations of suspected fraudulent activity by gathering data from various sources.
- Identified and reported possible fraud, money laundering and other financial crimes to the appropriate law enforcement agencies.
- Prepared detailed reports on all findings related to financial crimes investigations.
- Provided training to staff members on how to detect and prevent financial crimes.
- Investigated customers' backgrounds through public records searches, credit checks.
- Assessed compliance with applicable laws, regulations, guidelines, industry standards.
- Monitored customer accounts for changes in behavior that could indicate criminal activity.
- Evaluated customer profiles against established criteria to identify potentially suspicious activities or transactions.
- Collaborated with internal departments such as legal, compliance and audit to ensure proper processes are being followed.
- Researched current trends in the field of financial crime prevention and detection.
- Implemented new technology solutions designed to enhance anti-money laundering efforts.
- Performed due diligence reviews on high-risk customers as required by regulatory bodies.
- Maintained up-to-date knowledge of relevant legislation pertaining to financial crimes.
- Participated in regular meetings with senior management teams to discuss progress on key initiatives related to preventing and detecting financial crimes.
- Reviewed, verified and identified customer transactions to detect and prevent financial crimes activities.
- Maintained files, records, databases and prepared routine management reports.
Mortgage Loan Closer
Wells Fargo
Frederick, MD
10.2012 - 01.2017
- Reviewed loan documents and ensured accuracy of information provided by customer.
- Prepared closing statements, secured signatures on documents, and reviewed all loan conditions with customers.
- Verified that all required documentation was received prior to closing date.
- Conducted pre-closing audits for compliance with applicable regulations.
- Calculated mortgage payments, interest rates, taxes, insurance amounts.
- Ensured timely submission of completed loan packages to underwriting department.
- Coordinated with title companies to ensure timely delivery of documents to settlement agents.
- Reviewed final closing disclosure statement for accuracy prior to closing day.
- Assisted borrowers in understanding the terms and conditions of their loans.
- Maintained up-to-date knowledge of industry regulations and procedures.
- Processed payoffs from other lenders as well as escrow accounts at time of closing.
- Provided guidance and support throughout the entire loan process.
- Answered inquiries from customers regarding loan status or changes in circumstances.
- Organized files according to company standards and maintained electronic records.
- Worked closely with clients to ensure a smooth transition during the loan process.
- Adhered to established policies and procedures when preparing closing documents.
- Monitored loans post-closing for compliance with investor guidelines or requirements.
- Compiled data related to borrower's income sources and financial assets before processing loans.
- Scheduled closing meeting after gathering and preparing loan package documentation.
- Verified accuracy of information on mortgage documents.
- Promoted strong commitment to productive loan processing by following up with necessary parties and quickly resolving issues.
- Responded to customer questions quickly and returned calls within 24 hours.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information.
- Developed and maintained relationships with local real estate agents.
- Educated customers regarding actions and strategies for debt repayment.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Updated client account information and records in company databases.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
Loan Processing Manager
First Guaranty Mortgage Corporation
Frederick, MD
06.2004 - 01.2011
- Managed daily loan processing operations, ensuring compliance with banking regulations and customer service standards.
- Developed and implemented procedures to streamline loan processing workflow for increased efficiency.
- Reviewed loan applications for accuracy and completeness prior to submission of documents to underwriting team.
- Conducted credit analysis on loan applications to ensure creditworthiness of potential borrowers.
- Maintained a portfolio of loans in various stages of processing, tracking progress and providing updates as needed.
- Monitored high-risk loans for potential delinquency or default, responding promptly when necessary.
- Collaborated with internal departments such as accounting and legal counsel to ensure accurate completion of loan documentation.
- Provided guidance and support to junior staff members regarding loan processing protocols.
- Interfaced with external customers such as realtors, appraisers, title companies, insurance agents. during the loan process.
- Investigated customer complaints related to the loan application process and provided resolutions in a timely manner.
- Participated in training sessions designed to improve knowledge base related to mortgage products available in the marketplace.
- Analyzed financial data including income statements, balance sheets and cash flow statements in order to assess borrower's ability to repay debt.
- Compiled reports detailing monthly activities within the department including number of loans processed, volume by type of product offered, average turn times from start-to-finish.
- Assisted management with developing strategies for increasing production levels while maintaining quality control standards.
- Performed due diligence reviews on third party vendors utilized by the department in order to ensure compliance with organizational policies.
- Checked approvals against established bank and government lending standards.
- Prepared and submitted loan applications to underwriters.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Stayed abreast of lending regulations, industry trends and market rates.
- Updated client account information and records in company databases.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Informed customers of loan application requirements and deadlines.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Located and suggested loan packages that met client needs and priorities.
- Collaborated with company teams to expedite loan approval processes.
Mortgage Loan Funder
First Nationwide Mortgage
Frederick , MD
03.2003 - 03.2004
- Reviewed loan packages to ensure accuracy of information and completeness of documents.
- Conducted quality control reviews on funded loans to confirm compliance with investor guidelines.
- Maintained records for all loan funding activities in the system database.
- Prepared daily funding reports for management review.
- Verified accuracy of data entered into the system by other team members.
- Coordinated with third-party vendors to secure necessary documents required for closing loans.
- Assisted internal departments with questions regarding loan status and documentation requirements.
- Processed various types of mortgage loans including FHA, VA, conventional and jumbo products.
- Resolved post-closing issues related to loan funding discrepancies.
- Communicated effectively with other departments within the organization to resolve issues quickly and efficiently.
- Monitored daily changes in government regulations affecting loan processing procedures.
- Ensured that all regulatory requirements were met before releasing funds.
- Reviewed appraisals for property values and condition prior to issuing final approval.
- Confirmed accuracy of closing documents prior to dispersing funds.
- Stayed abreast of lending regulations, industry trends and market rates.
Customer Service Representative
Citibank
Hagerstown , MD
01.1990 - 03.2003
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Improved customer service wait times to mitigate complaints.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided top quality control and eliminated downtime to maximize revenue.
Education
High School Diploma -
Chambersburg Area Senior High School
Chambersburg, PABusiness Administration and Management
Wilson College
Chambersburg, PABusiness Administration and Management
Hagerstown Community College
Hagerstown, MDSkills
- Internal Controls
- Identity Verification
- Banking ethics knowledge
- Fraud Detection
- Internal fraud
- Compliance Training
- Relationship Building
- Analytical Skills
- Organizational Skills
- Continuous Improvement
- Multitasking
- Decision-Making
- Time Management
- Task Prioritization
- Professional Demeanor
- Interpersonal Skills
- Due diligence
- Professionalism
- Team Collaboration
- Reliability
- Active Listening
- Researching skills
- Background Checks
- Team building
- Teamwork and Collaboration
- Reporting and documentation
- Attention to Detail
- Records Management
- Problem-solving abilities
- Case Documentation
- Goal Setting
- Effective Communication
- Excellent Communication
- Time management abilities
- Analytical Thinking
Accomplishments
- Financial Services Certificate
- Employee of the Year
- Employee of the Month
Timeline
Financial Crimes Specialist
Wells Fargo
01.2017 - 07.2023
Mortgage Loan Closer
Wells Fargo
10.2012 - 01.2017
Loan Processing Manager
First Guaranty Mortgage Corporation
06.2004 - 01.2011
Mortgage Loan Funder
First Nationwide Mortgage
03.2003 - 03.2004
Customer Service Representative
Citibank
01.1990 - 03.2003
High School Diploma -
Chambersburg Area Senior High School
Business Administration and Management
Wilson College
Business Administration and Management
Hagerstown Community College
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