Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
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Erica Hester

Erica Hester

Jacksonville,FL

Summary

Results-driven Risk/Fraud Regulatory Manager bringing proven skills in administering Banking risk management programs. Effective in training team members to proactively identify and highlight potential risks. Dedicated to long-term risk management by building strong internal protocols and instilling a culture of responsibility and attentiveness.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Associate Manager

SoFi
03.2022 - Current
  • Led team of 25 Account Managers responsible for managing OCEO complaints, CFPB, and regulatory complaints, as well as handling escalated calls from members through various channels such as phone, email, and social media platforms
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Provided strategic oversight to identify potential issues and risks to operations, processes, and systems, proposing effective solutions
  • Played a key role in cross-functional projects aimed at mitigating risks related to inefficiencies, risk, and compliance issues within bank
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed, and hired employees
  • Cultivated strong relationships with key stakeholders, fostering collaboration and open communication.
  • Negotiated contracts with vendors to secure favorable terms for company while maintaining quality standards.
  • Assisted in talent acquisition efforts by participating in interviews, assessing candidate qualifications.
  • Actively participated in Project Management, Credit Risk Management, Coaching, and Process Improvement initiatives
  • Specialized in Social Media Relations 5 Strategic Communications to enhance overall fraud operations strategy.
  • Led cross-functional teams to complete projects within budget and on schedule.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Implemented cost-saving measures by identifying inefficiencies and reallocating resources as needed.
  • Cross-trained existing employees to maximize team agility and performance.
  • Championed change management efforts during organizational restructuring periods.

Bank Fraud/AML Analyst

Ally Financial Inc.
03.2020 - 03.2022
  • Intermediate-level Manager overseeing the day-to-day operations of a Fraud Prevention/Investigations Team of 1' in collaboration with the broader Fraud function
  • Monitors and analyzes daily merchant batch and transaction activity to detect irregular patterns in transaction activity, taking appropriate action to mitigate loss.
  • Audited and examined financial records, checking for accuracy and compliance with established regulations.
  • Negotiated with vendors and suppliers to obtain best financial terms.
  • Interacted with law enforcement agencies, regulators and financial institutions to coordinate investigations related to fraudulent activities.
  • Ensured accurate record-keeping of AML documentation, maintaining organized files for easy retrieval during audits or investigations.
  • Analyzed large datasets using various analytical techniques to identify patterns indicative of potential money laundering activities.
  • Investigate high risk and suspicious transaction activity with merchants, issuing banks, and cardholders.
  • Strengthened AML compliance by conducting thorough risk assessments and monitoring transactions.
  • Provide education on proper card acceptance and fraud prevention best practices where applicable.
  • Recommend funding holds and releases; report and investigate any potential losses as appropriate.
  • Maintain a constant state of awareness with respect to economic conditions and leverages that knowledge in decisions and recommendations.
  • Collaborate with peers and leadership to implement system and process improvements.

Sales Analyst

Citibank
08.2018 - 03.2020
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Informed customers of promotions to increase sales productivity and volume.
  • Delivered key metrics for sales, credit, and warranties to drive success of business.
  • Consulted with businesses to supply accurate product and service information.
  • Developed, maintained and utilized diverse client base.
  • Increased sales efficiency by streamlining data analysis and reporting processes.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Regional Business Manager

DERMAdoctor
01.2016 - 08.2018
  • Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
  • Designed an employee recognition program which boosted productivity and improved morale.
  • Managed supply and equipment inventory for business according to forecasts and needs.
  • Streamlined operations by identifying inefficiencies, implementing process improvements, and reducing costs.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Collaborated with cross-functional teams to develop innovative products tailored to regional market needs.
  • Consistently met or exceeded annual performance targets by developing and executing strategic business plan for region.
  • Recruited, interviewed, and hired employees
  • Conducted thorough market research to identify potential growth areas and stay ahead of industry trends.
  • Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
  • Boosted regional sales by implementing effective business strategies and fostering strong client relationships.
  • Implemented data-driven decision-making to monitor KPIs, adjust tactics, and achieve ambitious sales targets.

Education

Bachelor of Arts - Interdisciplinary Studies

University of North Florida
Jacksonville, FL
2023

Associate of Arts - Business Management

Florida State Cpllege
Jacksonville, FL
2022

Skills

  • Risk Assessment
  • Ability to manage 1'-60 Associates
  • Tableau, Lucid Charts
  • ACH
  • Regulation E,:, CFPB, FCRA
  • SAR & BSA
  • Investigation Skills
  • Stakeholder Management
  • Fraud Detection and Prevention
  • Salesforce Management
  • Training and Development
  • Performance Tracking and Evaluation
  • Operations Management
  • Policy Implementation
  • Customer Relationship Management (CRM)
  • Project Management
  • Sales management
  • Financial Fraud
  • Trend Analysis
  • Financial crimes
  • Cybersecurity knowledge
  • Regulatory knowledge
  • Loss Prevention
  • AML Compliance
  • Financial Data Analysis

Affiliations

  • NAACP Member

Certification

  • [Financial Markets], Yale University

Timeline

Senior Associate Manager

SoFi
03.2022 - Current

Bank Fraud/AML Analyst

Ally Financial Inc.
03.2020 - 03.2022

Sales Analyst

Citibank
08.2018 - 03.2020

Regional Business Manager

DERMAdoctor
01.2016 - 08.2018

Bachelor of Arts - Interdisciplinary Studies

University of North Florida

Associate of Arts - Business Management

Florida State Cpllege

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Erica Hester