Jennifer Perry
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
24
24
years of professional experience
Work History
AML Compliance Officer
Citi
09.2019 - 04.2024
- Conducted comprehensive AML risk assessments to identify potential vulnerabilities and areas for improvement.
- Performed periodic reviews and reports on merchants to comply with rules, regulations and KYC requirements.
- Supported KYC processes for prospective and existing customers.
- Researched and interpreted corporate documentation to determine business and ownership structure.
- Provided training to new team members on KYC procedures, resulting in increased productivity and effectiveness.
- Identified potential risks and red flags through comprehensive customer risk assessments, mitigating potential financial losses.
Credit Analyst Escalations and Team Lead
Citi
06.2017 - 09.2019
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Line balanced by moving agents inbound and outbound to manage wait times for customers.
Credit Analyst Customer Service
Citi
05.2015 - 06.2017
- Assessed credit risk and analyzed financial statements.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Foreclosure Document Processor
Citi
04.2013 - 05.2015
- Conducted thorough quality checks on completed documents, maintaining an exceptional level of accuracy and attention to detail.
- Maintained strict confidentiality when handling sensitive information, adhering to company policies and regulations at all times.
- Assisted with document troubleshooting and recovery of corrupt documents and files.
- Accurately processed a high volume of documents within strict deadlines, ensuring timely delivery to clients.
Customer Service Representative
Citi
01.2005 - 04.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
Lockbox Processor
5/3 Bank
01.2000 - 01.2004
- Ensured accurate payment processing by diligently verifying checks, stubs, and envelopes in a timely manner.
- Performed periodic audits on processed payments, ensuring compliance with internal controls and regulatory requirements.
- Contributed to the successful completion of daily lockbox goals through effective communication and teamwork.
- Promoted a positive work environment by actively participating in team meetings and discussions related to process improvements.
- Exceeded daily productivity targets while maintaining high levels of accuracy in task execution.
- Maintained high levels of data accuracy with meticulous attention to detail during data entry tasks.
Education
GED -
Norwood Baptist Christian Academy
Norwood, OhioBachelor Degree in Progress - Sociology
Northern Kentucky University
Highland Heights, KY 05.2026
Certificate - Medical Office Assistant
Larock Academy
Canton, Oh08.2023
Skills
- Customer Due Diligence
- Customer Service
- Problem-solving abilities
- Data Entry
- Risk Assessment
- Financial statements expertise
- Information Verification
- Goal-Oriented
- Computer Proficiency
- Professional telephone demeanor
- Microsoft Outlook
Timeline
AML Compliance Officer
Citi
09.2019 - 04.2024
Credit Analyst Escalations and Team Lead
Citi
06.2017 - 09.2019
Credit Analyst Customer Service
Citi
05.2015 - 06.2017
Foreclosure Document Processor
Citi
04.2013 - 05.2015
Customer Service Representative
Citi
01.2005 - 04.2013
Lockbox Processor
5/3 Bank
01.2000 - 01.2004
GED -
Norwood Baptist Christian Academy
Bachelor Degree in Progress - Sociology
Northern Kentucky University
Certificate - Medical Office Assistant
Larock Academy