Jena Hollett
Quality Assurance 1
Peoria,Arizona
Summary
Professional Quality Assurance Analyst successfully executes testing methodologies to identify gaps and make recommendations for process improvements. Leverages excellent analytical and programming skills to document and troubleshoot errors. Advanced knowledge of test case management and defect tracking tools to support test processes.
Overview
7
7
years of professional experience
Work History
Quality Assurance Analyst
USAA Federal Savings Bank
Phoenix, Arizona
08.2020 - Current
- Organized and maintained work environment to allow for maximum productivity.
- Adhered to company standardized quality assurance best practices, policies and processes.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
- Wrote, published and maintained detailed internal procedures and processes
- Used Salesforce, Work list and Solution Manager to assist with completing projects.
- Mentored and coached team members on QA topics and strategies.
KYC/AML Analyst 1
USAA Federal Savings Bank
Phoenix, Arizona
05.2019 - 08.2020
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents.
- Authored thorough reports detailing results of processes and recommendations to improve compliance and maintain solvency.
- Developed and delivered compliance training to team members and bank staff.
- Update and completed KYC/CDD onboarding for low and high risk current members
- Advised members of compliance with PATRIOT Act and the Bank Secrecy Act
- Strong knowledge of SAR, CTR and STR filing requirements
Collections Specialist
USAA Federal Savings Bank
Phoenix, Arizona
08.2015 - 05.2019
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Counseled debtors on payment options and arranged installment agreements.
- Researched accounts and completed due diligence to resolve collection problems.
- Processed payments and contracts on accounts.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed legal repossession invoice processing for litigation by attorneys.
Education
Bachelor of Arts - Homeland Security And Emergency Management
University of Arizona Global Campus
Online 01.2021 - Current
Skills
Process implementation
Root Cause Analysis
Attention to Detail
Flexible and Adaptable
Certification
American Bankers Association