Jasmyn S. Jones

• Analyzed customer data and reviewed large-scale customer transactions to identify suspicious activity or potential money laundering (ML) schemes.
• Investigated suspicious activity alerts generated by the system according to established procedures and conducted detail reports (SAR) to summarize findings.
• Screened customers and related parties for potential politically exposed persons, adverse media, criminal activity, sanctions or environmental violations to identify and manage financial, regulatory and reputational risk. (Utilized database systems such as WorldCheck and risk-based open source searches).
• Conducted periodic risk-based CDD/EDD assessments on existing customers KYC profiles to determine if there were any material changes to any components of the customers financial crime risk profile.
• Led the customer offboarding process from the KYC periodic review schedule for all customers that no longer had financial obligation to the bank.
• Performed detailed review of customer files to identify and investigate any potential risks or discrepancies prior to the offboarding of the customer.
• Participated in regular training sessions to stay up-to-date on industry trends including completing required 20 hours per year of ACAMS courses.
• Maintained up-to-date documentation on all technical aspects of the AML and Sanctions Screening process.
• Exceeded expectations on quality and productivity goals on a monthly bases supporting the overall project success.

Supervised a team of 5 members that conducted multiple types of audit reviews across the life cycle of the mortgage loan process to ensure overall lender compliance with applicable laws and regulations.

• Created and managed loan origination inbox allowing loan officers to submit applications directly to underwriter
• 80% of applications utilizing inbox closed mortgage loans in less than 30 days, 2-3x faster than normal process
• Process became loan origination frontline initiative which drove increased customer acquisitions
• Designed team training materials for process including checklists, email templates, and procedure walk throughs
• Drove intra-team collaboration: optimized efficiencies with new processes to optimize during market decline
• Delegated and completed important audits daily, included Loan Application audits, initial and final Closing Disclosure audits
• Complied data on substandard loan compliance and reported findings to create company training opportunities
• Led the team that executed compliance audits for 90% of all loan applications each quarter
• Maintained critical knowledge of evolving audit compliance requirements across to ensure team preparedness

Liaison between loan applicants and loan processors to drive smooth mortgage buying experience.

• Quickly learned mortgage software/procedures driving customer satisfaction with new mortgage loan borrowers
• Maintained a pipeline of 100+ loan submissions each month by completing and submitting time-sensitive reports
• Adequately organized customer communication applications to optimize and promptly communicate
• Cultivated customer relationships and clearly communicated timeline and process expectations for new loans
• Eagerly assisted with other team member pipelines to help drive down high volume and wait times
• Led training of new company hires, created virtual training and initiated individuals training as needed
• Acting lead as needed, managed 30 pre-processors on multiple occasions to effectively continue daily operations
  

Member of 10-person team newly located with initiative to build customer service department. Assisted with team development and culture improvement growing team to include 120+ customer facing agents during tenure.

• Mastered customer service voice and excelled at the company's vision of an outstanding customer experience
• Skilled at deescalating irate calls and emails escalated to management
• Took the initiative to develop templates that allowed teams to quickly respond to 2000+ customer inquiries daily
• Leveraged Google Sheets, and Microsoft Office tools to input and compile data gathered from various sources
• Vocalized customer pain points and shared gathered data with interdisciplinary teams to support common goals
• Trained new hires on proper service methods and company procedures
• Coached floor agents to plan, organize, and consult on strategies to best handle high pressured customer issues
• Proficient at multitasking, managed social media, supported the call floor, and supported agent inquiry resolution
  

Sold home exteriors door-to-door in residential neighborhoods using persuasive marketing and sales tactics.

• Maintained team's top sales representative position for 6 months over exceeding set sale quotas
• Quickly assessed customer needs through detailed questioning and presented products to fill those requirements
• Trained new hires on sales script and how to market products to potential customers through shadow training
• Created working relationships with recent sales customers to establish brand loyalty
• Independently conducted market research and sourced valuable leads, traveled as needed to hit sale quotas
  

Closely advised students with a military background throughout college admissions process.

• Quickly became subject matter expert on veteran benefits and ensuring students met graduation requirements
• Enrolled students into appropriate classes for selected degree, and conducted student recruiting processes
• Aided students with completion of requirements, submitting documents, and utilization of veterans benefits
• Screened/verified visitors for identification credentials to maintain security of personnel and office environment
• Fielded numerous inquiries daily from prospective students and coordinated tours and appointments
• Completed admissions packets and submitted paperwork to specialists for review and processing
• Coordinated with internal departments and external organizations to obtain all necessary student records
• Maintained detailed administrative and procedural processes to improve accuracy and efficiency