Jenna Lerch
Richmond,Va
Summary
Dedicated business banking professional excels at supporting organizational brands through change while adapting to high-pressure situational challenges. Has 8 years of experience adding company value using resourceful curiosity, innovative procedural enhancements, and attention to detail.
Overview
9
9
years of professional experience
Work History
Business Banking Quality Assurance Specialist
Wells Fargo Bank
Richmond, Va
11.2019 - Current
- Coaches bankers to understand the Know Your Customer (KYC)/Anti-Money Laundering (AML) noncompliance of their Customer Identification Program (CIP) error reports with precise attention to detail for first call resolution.
- Partners with front line bankers to remediate CIP errors of varying complexity in a fast-paced deadline driven environment.
- Interprets business documents and customer records to satisfy Customer Due Diligence (CDD)/CIP regulations.
- Documented and escalated high risk control gap issue which led to a valuable companywide change in procedure in 2021.
- Engaged support of stakeholders from multiple lines of business to endorse the revision of procedure to boost Diversity and Inclusion in July 2020.
Post-Baccalaureate Research Assistant
S.H.I.E.L.D Lab, VCU Dept Of Psychology
Richmond, Va
07.2020 - 03.2021
- Performed literature reviews and maintained Google Sheets of data to be used in manuscript preparation
- Edited manuscript citations, references, graphs, and data tables into APA format
- Interpreted the findings of Pearson Correlation and Linear Regression analysis of research data sets using SPSS.
Small Business Customer Service Representative
Wells Fargo
Richmond, Va
02.2017 - 11.2019
- Trained new staff through multiple changes in company operations, policies, and services.
- Reduced process inconsistencies with written feedback to revise policies and remove discrepancies in procedures.
- Increased customer retention as a liason for critical escalations between external customers and internal departments.
- Increased efficiency and team productivity by leading weekly team focus groups to promote operational best practices.
Research Assistant
Discriminology.org
Richmond, Va
01.2018 - 08.2018
- Remotely collaborated in a team-based environment to identify key findings from qualitative data analysis of public school disciplinary programs.
- Prepared research guide and weekly training materials for future research assistants upon succession.
Consumer Online Customer Service Representative
Wells Fargo
Richmond, Va
10.2014 - 02.2017
- Resolved customer questions of varying complexity with website/app user navigation and serviced front-line tech issues.
- Exceeded customer satisfaction by using customer needs assessments to de-escalate complaints and educate with appropriate financial products and services.
- Curated company training materials to support management with the 2017 Q2 change in incentive pay structure.
- Created and delivered customer service best practices training for leadership, management, and front line employees.
- Helped Richmond’s Online Banking and Business Online Banking debut with 2017 Q2 customer service scores outpace all other lines of business company wide.
- Maintained top customer service scores in all of Richmond online banking in 2016.
Education
B.S. - Psychology, Minor: Human Resources
Virginia Commonwealth University
Richmond, Va05.2019
Skills
- BSA & AML Regulatory Requirements
- Customer Retention Strategies
- Document and Records Management
- Customer Service Process Improvement
Timeline
Post-Baccalaureate Research Assistant
S.H.I.E.L.D Lab, VCU Dept Of Psychology
07.2020 - 03.2021
Business Banking Quality Assurance Specialist
Wells Fargo Bank
11.2019 - Current
Research Assistant
Discriminology.org
01.2018 - 08.2018
Small Business Customer Service Representative
Wells Fargo
02.2017 - 11.2019
Consumer Online Customer Service Representative
Wells Fargo
10.2014 - 02.2017
B.S. - Psychology, Minor: Human Resources
Virginia Commonwealth University
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