Jena Hollett

• Collector 1 (2015-2018)

Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.

Processed payments and applied to customer balances.

Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.

Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.

Trained new collections representatives on collections processes and incentivized team members to achieve production goals.

• KYC/AML Analyst 1 (2018-2020)

Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.

Strengthened AML compliance by conducting thorough risk assessments and monitoring transactions.

Maintained up-to-date knowledge about emerging trends in financial crime, sharing insights with team members for continuous improvement initiatives.

Developed targeted risk assessment methodologies tailored to specific business lines and geographies, ensuring a holistic approach towards combating money laundering threats.

Identified and implemented effective methods for examining and analyzing financial documents.

• Garnishment and Subpoena Team Lead (2020-2024)

Collaborated with cross-functional teams on special projects pertaining to wage attachments, offering subject matter expertise as needed.

Conducted regular audits of garnishment files for accuracy and compliance, ensuring adherence to established guidelines.

Maintained high levels of confidentiality when processing sensitive financial information for clients, protecting privacy and adhering to ethical standards within the industry.

Identified opportunities for process improvement in the handling of subpoenas, contributing to enhanced team efficiency and productivity.

Supported colleagues in managing heavy caseloads by taking on additional responsibilities related to subpoena processing when necessary.

Improved internal training materials on subpoena procedures, enhancing staff knowledge and understanding of critical processes.

Reviewed and audited court documents to process subpoenas, motions and pleadings.

Audited payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.

• Bank Deposits Quality Assurance 1 (2024-current)

Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.

Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.

Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.

Examined tellers' reports of daily transactions for accuracy.

Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.

Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.

Maintained detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.

Performed quality assurance audits, reviewing complaint files for compliance with company policies and regulatory requirements.

• Low-Risk Collections Agent (Aug 2012-Jan 2013)

Managed inbound and outbound call queues to collect credit card accounts less than 60 days past due for Bank of America and three subsidiary companies.

Utilized automated dialer systems to ensure efficient member outreach and recovery of outstanding balances.

Educated customers on payment options and facilitated installment agreements while adhering to regulatory requirements.

• High-Risk Collections Agent/ Collector 1 (Jan 2013-Oct 2013)

Promoted to manage collections on past due and charged-off credit cards and delinquent unsecured loans.

Identified and offered qualified assistance programs to eligible customers to facilitate with debt resolution.

Led the development and implementation of the Wealth Management Collections Team, assisting with creating and implementing processes designed to address and collect from high-net-worth client accounts.

Assisted with TCPA Consent Order Projects, focusing on creating and improving disclosure practices, communication strategies, and process enhancements.

• Wealth Management Account Specialist 1 (Oct 2013-Aug 2015)

Promoted to support Merrill Lynch Wealth Management clients via inbound phone lines, addressing credit card and deposit account issues with precision and professionalism.

Built strong relationships with my clients’ wealth managers and advisors to ensure efficient and effective resolution of escalated complaints and complex account situations.