Jessica Carson

• Perform quality assurance reviews of 50+ AML and fraud investigators in accordance with AML policies and departmental procedures within established timeframes
• Provides insight into quality gaps discovered as part of the quality assurance process and ensures these gaps are communicated to appropriate management and business owners
• Responsible for submitting the daily batch file of suspicious activity reports (SARs) with FinCEN for the fraud and AML investigations team.
• Passionate about learning and committed to continual improvement
• Organized and detail-oriented with a strong work ethic
• Adaptable and proficient in learning new concepts quickly and efficiently

• Develop incoming investigators for the initial six weeks on systems and processes.
• Begin to develop their risk tolerance and decision-making skills.
• Optimize departmental processes and procedures through identifying areas of weakness or areas of additional opportunity to increase team efficiency and productivity.
• Work with supervisors to facilitate effective team function and employee development.
• Trained and mentored eight new personnel hired to fulfill various roles.

• Perform quality assurance review in accordance with AML policies and departmental procedures within established timeframes
• Provides insight into quality gaps discovered as part of the quality assurance process and ensures these gaps are communicated to appropriate management and business owners
• File suspicious activity reports (SARs) with FinCEN for the fraud and AML investigations team.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
• Conducted data review and followed standard practices to find solutions.

• Utilized anti-money laundering case management tools to monitor, research and analyze transaction trends
• Understood, applied, and communicated in-depth knowledge of BSA, OFAC and AML program requirements
• Supported findings by collecting documentation, preparing evidence and documenting statements from witnesses and suspects.
• Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
• Interacted with law enforcement agencies, regulators and financial institutions to coordinate investigations related to fraudulent activities.

• Support complex operational and procedural needs of the Retail Banking division, responding to incoming inquiries via telephone and chat
• Partner with internal departments to escalate and resolve issues and problems
• Quickly and efficiently promotes excellence in employee and customer experience.
• Followed all company policies and procedures to deliver quality work.
• Listened and responded to customer requests and forwarded necessary information to superiors.
• Developed and maintained courteous and effective working relationships.

• Work closely with customers by processing transactions, assisting with account issues, and assisting with the monthly financial center audit.
• Trained, oversaw and mentored new team members to strengthen performance and job expertise.
• Engaged clients in person and over phone to answer questions and address complaints.
• Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
• Responded proactively and positively to rapid change.
• Maintained up-to-date knowledge of product and service changes.
• Planned schedules and workflows based on expected customer demands.

• Responsible for handling customer issues, coaching CSR team, and completing all operational duties.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance
• Manage lobby operations to ensure friendly and efficient transactions
• Coached each customer service representative based on their current need for improvement by highlighting what they did well during the workday and what they could do to improve
• Trained CSRs and managers for the affiliate during my career with the bank

Selected Contributions:

• Won "Top Fraud Stopper" for instrumental role in stopping fraud loss at our branch for 2008-awarded Top 5.3% Award.