Summary
Overview
Work History
Education
Skills
References
Interests
Timeline
Generic

Jessica M. Stange

Madison,PA

Summary

To secure gainful full-time remote employment in a Fraud Analytics. Results-driven Business Banker bringing 11+ years of experience in banking. Talents include managing diverse teams, networking with business leaders and solving routine and complex business problems. Positive and upbeat leader looking for a new professional challenge. Results-driven Operations Analyst recognized for high productivity and efficiency in task completion. Specialized skills include data analysis, process optimization, and project management. Excel in problem-solving, communication, and teamwork to enhance operational processes and outcomes. Committed to leveraging analytical expertise and collaborative abilities for organizational success.

Overview

18
18
years of professional experience

Work History

Fraud Operations Analyst

U.S. Bank
02.2024 - Current
  • Used multiple data sources to derive end-to-end fraud performance metrics.
  • Monitored customer accounts and identified any discrepancies or irregularities in account activity.
  • Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
  • Conducted detailed analysis of transactional data to identify and investigate suspicious activities and potential fraud patterns.
  • Reviewed customer profiles for any changes that may indicate fraudulent activities.
  • Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
  • Made recommendations for closing accounts and performed associated follow-up.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Maintained up-to-date knowledge of fraud trends, techniques, and regulatory requirements affecting the industry.
  • Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
  • Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
  • Utilized advanced analytics tools to monitor transactions in real-time, reducing the incidence of fraud.

24 Hour Banking

U.S. Bank
11.2021 - 02.2024
  • Strong commitment to assisting customers with inquiries regarding their checking, savings, and online accounts
  • Delivering accurate and professional information using multiple systems
  • Successful completion of Online Banking Support training to efficiently guide customers in resolving online banking issues
  • De-escalating situations and offering support to dissatisfied customers
  • Maintaining excellent customer service and meeting or exceeding call center metrics while working remotely
  • Hand-picked to participate in the Union Bank pre-conversion Helpline.

Operations Analyst

Bank of America
Moosic, PA
06.2009 - 03.2017
  • Ensured accuracy and up-to-date client information through daily data entry
  • Managed overnight settlement of large corporate accounts
  • Established and maintained collaborative partnerships with Relationship Managers
  • Processed OFAC transactions for domestic and international customers
  • Oversaw internal operational and financial controls
  • Counseled customers on incoming funds and monitored transfers
  • Managed trade and financial transactions and analyzed transactional data for onboarding clients
  • Developed systematic strategies for effective sanctions screening and risk mitigation
  • Led team meetings to drive workflow optimization in accordance to an ever-changing Sanctions list.
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Analyzed systems and processes to understand current functionality and impact of operational changes.
  • Gathered, organized and entered data into payments' transaction Filter.
  • Created test cases and scenarios for documentation and root cause analysis of bugs.
  • Performed quantitative and qualitative evaluations to measure effectiveness of field programs and operations.
  • Coordinated and conducted special analytical studies and projects to improve programmatic operations.

Executive Assistant

Red Stag Enterprises, Inc
Scranton, PA
06.2009 - 08.2014
  • Addressed the needs of multiple political clients through efficient multitasking and consistent communication
  • Updated client files and databases using Microsoft Excel and Access
  • Managed meeting and event schedules using Microsoft Outlook
  • Handled clerical and filing responsibilities, including bookkeeping.
  • Maintained company confidence and protected business operations by keeping sensitive information confidential.
  • Leveraged word processing software to create proposals, letters and memos.
  • Followed proper accounting and bookkeeping procedures to support audits.
  • Compiled meeting agendas and supportive materials ahead of meetings.
  • Provided accurate, up-to-date information to external parties through emails, phone calls and in-person interactions.

Customer Service Representative/Team Lead

Bank of America
Moosic, PA
01.2007 - 06.2009
  • Handled calls in a busy call center environment
  • Promoted to OJT trainer and Unit Team Lead
  • Coached associates to improve performance and implemented new strategies
  • Led team meetings and efficiently handled complex customer escalations.
  • Trained staff to provide excellent customer service to challenging customers.
  • Monitored team of 20 Customer Services Representatives to assess knowledge, tone and adherence to company policy.
  • Coordinated schedule to maintain appropriate staff coverage.
  • Completed leaves of absence, time off requests and department transfers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Supported sales team members to drive growth and development.
  • Updated databases with new and modified customer data.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Promoted available products and services to customers during service, account management and order calls.

Education

Bachelor of Arts - Psychology

University of Scranton
01.2008

Skills

  • Proficient in
  • PC and Microsoft Office suite, including Word, Outlook, Excel, and Access
  • Excellent communication and interpersonal skills
  • Strong organizational, clerical, and time management abilities
  • Strategic Planning
  • Team Coaching
  • Banking Standards
  • Sales Coaching
  • Strategy Development
  • Staff Training
  • Customer Service
  • Risk Mitigation
  • Business Relationship Management
  • Market Condition Analysis
  • In-Depth Research
  • Service Oriented
  • Critical Thinking
  • Staff Management
  • Employee Training Oversight
  • Team Building Leadership
  • Operational Reporting
  • Risk Analysis
  • Willing to Learn
  • Financial Instruments
  • Adaptable to Changing Conditions
  • Attention to Detail
  • Risk Assessment
  • Planning and Coordination
  • Real Estate Transactions

References

References available upon request.

Interests

Non-Business Accomplishments: Active Parent Volunteer at Howard Gardner School, 2015-2018. Volunteer/Parent Teacher Association, North Pocono School District, 2018-present. Volunteer at German Shorthaired Pointer Rescue of Pennsylvania. Volunteer work with Feed-A-Friend organization. Volunteer work with various animal rescue organizations, including transport and fundraising efforts.

Timeline

Fraud Operations Analyst

U.S. Bank
02.2024 - Current

24 Hour Banking

U.S. Bank
11.2021 - 02.2024

Operations Analyst

Bank of America
06.2009 - 03.2017

Executive Assistant

Red Stag Enterprises, Inc
06.2009 - 08.2014

Customer Service Representative/Team Lead

Bank of America
01.2007 - 06.2009

Bachelor of Arts - Psychology

University of Scranton

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Jessica M. Stange