Hannah Gardner
San Antonio,TX
Summary
Over six years of experience in the banking industry, I have developed a strong set of skills in research and fraud investigation that provide unparalleled support to customers. My aptitude for coaching frontline bankers is a testament to my unwavering dedication to excellence, and I prioritize security and compliance to ensure that every regulation is met while efficiently navigating various systems to address customer concerns. With my exceptional customer service and leadership skills, I am able to assist frontline bankers effectively, ensuring that all customers receive the best and most efficient service possible.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Customer Service Rep ( Escalations)
Wells Fargo
San Antonio, TX
06.2022 - Current
- Managed escalated customer concerns by demonstrating strong problem-solving skills and a commitment to customer satisfaction.
- Consistently performed moderately complex research to resolve more complex customer problems with other departments as needed.
- Demonstrated empathy and a customer-centric approach, ensuring customers felt comfortable and confident in the resolution of their issues.
- Supported frontline bankers in resolving complex customer issues, providing guidance and expertise to ensure timely and satisfactory resolutions.
- Completed identity theft referral forms as part of ensuring a secure process for safeguarding customer information.
- Coached frontline bankers in filing fraud-related claims associated with ATM debit cards, ACH, and non-fraud claims, ensuring timely and accurate processing.
- Collaborated with cross-functional teams to identify and implement process improvements, enhancing overall customer experience.
- Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers and frontline bankers.
- Ensured compliance with company policies and regulations in all customer interactions.
- Protected customer online banking by disabling and escalating to online fraud detection systems, minimizing risk and ensuring the security of customer accounts.
AML/KYC Analyst
California Bank and Trust
Huntington Beach, CA, CA
03.2020 - 05.2022
- Monitored customer accounts for suspicious activities and transactions based on established guidelines.
- Prepared high-risk reviews with results and recommendations for customer onboarding, closure, and retention.
- Performed periodic reviews and reports on merchants to comply with rules, regulations, and KYC requirements.
- Performed due diligence investigations to verify customers' identity, background, and source of funds.
- Investigated alerts generated by automated monitoring tools for potential money laundering activity.
- Identified potential issues related to AML and KYC compliance in accordance with applicable laws and regulations.
- Developed reports summarizing findings from AML and KYC reviews and investigations.
- Participated in periodic reviews of existing policies and procedures to ensure compliance with regulatory requirements.
- Coordinated with other departments to resolve any discrepancies regarding customer information or transactions.
- Maintained up-to-date knowledge of relevant laws, regulations, guidance, and industry best practices.
- Responded promptly to inquiries from customers relating to their account status or transaction history.
AML/KYC Junior Analyst
Union Bank
Hemet, CA
02.2018 - 02.2020
- Conducted periodic reviews and reports on merchants to ensure compliance with rules, regulations, and KYC requirements.
- Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence reviews.
- Collaborated with the compliance department to create regulatory reports.
- Conducted thorough reviews for high-risk clients based on stratified risk level guidelines.
- Prepared high-risk reviews with results and recommendations for customer onboarding, closure, and retention.
- Determined customer risk ratings based on analysis and research findings.
- Conducted KYC formality reports on questionable accounts and transactions.
- Reviewed new prospect KYC documents to meet requirements and determine business model risk.
- Partnered with client-facing teams to collect legal documents and associated information for regulatory and internal policies.
- Investigated fraud referrals and performed research to minimize risk and resolve inquiries.
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents.
- Identified threats, vulnerabilities, and suspicious behavior patterns to recommend mitigation measures.
- Maintained fraud analysis models to improve company systems.
Education
Associate of Science - Mechanical Engineering
Yaba College of Technology
Lagos, Nigeria03-2015
Skills
- Escalation Management
- Complaint Resolution
- De-Escalation Techniques
- Anti-Money Laundering (AML)
- Know Your Customer (KYC)
- Lexis Nexis
- Enhanced Due Diligence (EDD)
- Customer Due Diligence (CDD)
- Business online banking support
- Customer Identification Program (CIP)
- Transaction Monitoring
- Fraud Prevention
- Suspicious Activity Report (SAR)
- Microsoft Office Skills (Word, Excel, PowerPoint, Outlook)
- Excellent Customer Service Skills
- Excellent Communication Skills
- Problem-Solving Skills Effective Time Management
- Leadership Skills
- Performance Management
- Effective listening
- Employee Coaching
Certification
Critical Thinking for Better Judgment and Decision-Making, LinkedIn Learning
Communication Foundations, LinkedIn Learning
Persuading Others, LinkedIn Learning
Developing Your Emotional Intelligence, LinkedIn Learning
Teamwork Foundations, LinkedIn Learning
Timeline
Senior Customer Service Rep ( Escalations)
Wells Fargo
06.2022 - Current
AML/KYC Analyst
California Bank and Trust
03.2020 - 05.2022
AML/KYC Junior Analyst
Union Bank
02.2018 - 02.2020
Associate of Science - Mechanical Engineering
Yaba College of Technology
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