Demetrius Pitts
Charlotte,NC
Summary
Detailed-oriented and results-driven Operations Analyst with a proven track record in process optimization and high quality compliance. Well-versed in KYC compliance and AML risk processes. An excellent mentor, problem solver, and critical thinker.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Senior Operations Analyst
Bank of America
Charlotte, NC
01.2023 - Current
- Serves as a subject matter expert, team lead, and proxy.
- Serves as a mentor providing on-the-job training to employees of a higher band/title level.
- Serves on the SPARC project to advance the system of record.
- Works in over seventeen different jurisdictions of the possible thirty-eight that this AML department is responsible for. These jurisdictions include: China, United States, United Kingdom, Ireland, Singapore, Malaysia, South Korea, Japan, France, Australia, Canada, Hong Kong, Thailand, Taiwan, United Arab Emirates, Philippines, and India (Bana).
- Consistent proficient quality assurance scores.
- Proficient in Microsoft Excel.
- Versed in KYC compliance, AML risk, and BSA.
Customer Success Associate II
Figure Lending, LLC
Charlotte, NC
09.2021 - 01.2023
- Answered incoming calls, chats, and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Liaised between customers and white label partners to expedite the online application process.
- Maintained and exceeded key performance indicators.
- Mentored new employees on procedures and policies to maximize team performance.
- Exceeded required quality assurance scores.
Education
Bachelor of Science -
University of North Carolina At Chapel Hill
Chapel Hill, NC12-2016
Skills
- Working knowledge of Global Banking and Global Markets
- Compliance Management
- Document Processing
- Problem-Solving
Certification
- Certified Anti-Money Laundering Specialist
Accomplishments
- Co-author in Sage Journals: Experimental Biology and Medicine Peer-Reviewed Research (2022).
- Francis Phillips Travel Abroad Recipient (2016).
- Carolina Covenant Recipient (2012)
Timeline
Senior Operations Analyst
Bank of America
01.2023 - Current
Customer Success Associate II
Figure Lending, LLC
09.2021 - 01.2023
Bachelor of Science -
University of North Carolina At Chapel Hill