Joanne Millendez

• A short-term duration assignment working with a close team of 10 members processing intake and resolving enterprise content complaints from Wells Fargo clients, bankers, management, and other personnel across the board.
• Routed enterprise complaint/ cases properly to other Lines of Business and sent acknowledgement emails in a timely manner to ensure exceptional quality service and assurance
• Updated manager and team lead s with ECMP cases daily by emailing a tracking log
• Participated in weekly Skype meetings and calls

• Generated wire report for daily and monthly summary of outgoing wires.
• Prepared loan files and order wires for scheduled closings.
• Validated ABA and Account numbers on wire instructions. Entered Federal Reference numbers in Encompass to confirm the wires were sent.
• Researched requests for extra wires and submitted to corresponding warehouse bank. Balanced wires if extra money was sent or received back from title.
• Worked together as a team to ensure consistent work flow throughout the process and stay in constant communication with team members and management.
• Monitored wires that have been sent and request returns for closings that have been moved in accordance with company policy.
• Payed down warehouse lines related to investor purchase wires.
• Reconciled investor purchase advices.
• Researched items that are different than expected on purchase advices.

• Performed reviews of moderate and high complex wires from across Bank of New York to avoid anti money laundering, drug trafficking, and other illegal payment activities from being processed in banking institution
• Reviewed moderate volume of documents to ensure processors followed established procedures and took on minimal risk
• Documented rationale for false positive hits and Created SAR (Suspicious Activity Reports) for hits that include any of the 5 sanctioned countries, vessels, terrorist groups, etc.
• Leveraged banking industry knowledge of processes and procedures to confirm findings and escalated external errors
• Applied knowledge of compliance rules and service level agreements to confirm findings with more senior team members
• Worked with a close team of management and colleagues to ensure processing of wires in a timely manner with Federal Reserve cutoff times and hours
• Adjusted end-to-end KYC process needs to align with workforce capabilities.
• Advised Team Manager and QC Managers of thematic issues to incorporate best practices for future processes.
• Supported KYC processes for prospective and existing customers.
• Educated staff on anti-money laundering and financial crimes to escalate concerns to senior members of PSR team.
• Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
• Improved understanding of financial statements, which helped in assessing risk.
• Complied with internal controls and government regulations.

• Assisted with the transfer and creation of domestic and international wires, while adhering to brokerage operations in a fast-paced team environment.
• Implemented the facilitation of stocks, bonds, and mutual funds from contra firms to Schwab by answering phone calls and processing transfers on TOAR screens, ACE, and MyQ.
• Consulted with colleagues, team leads, and managers on a daily basis to meet daily goals and adherence times during high customer service call volumes.
• Responded to group chat messages with financial consultants and advisors in a timely manner to assist with client's questions regarding money and asset movement.
• Liaised with financial control and regulatory reporting staff to ensure integrity of reporting and assesses impact on capital.

• Established client accounts, maintained, prepared, and reviewed client statements.
• Maintained relevant paperwork in accordance with departmental policy.
• Investigated and corrected errors in client accounts and statements.
• Adhered to due diligence procedures and regulatory mandates.
• Recommended loan approvals and denials based on consumer and small business loan application reviews.
• Continued education on current banking products, services, rules and regulations.
• Provided support to senior officers and management of assigned client relationships, which included estate accounts, trusts, charitable, pension, business, and institutional accounts.
• Accomplishments Formally recognized for excellence in retail banking customer service and meeting Quarter and Annual Branch Banking sales goals.
• Filled out counterfeit note report forms and mailed notes to the Secret Service Office as needed or when necessary.
• Filed SAR (Suspicious Activity Reports) as needed or when necessary for incoming and outgoing bank wires while monitoring business and consumer accounts.
• Received the "MVP North Florida Retail December 2014 and November 2016 Award" for exemplary performance and recognition for Fifth Third Bank.
• Maintained mortgage program compliance with federal agencies such as VA, HUD and FNMA.
• Reviewed team underwriting decisions to identify incorrect actions and reverse previous decisions when merited.
• Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
• Evaluated debt ratio, loan-to-value ratios, credit scores property valuations and various other factors when making underwriting decisions.
• Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
• Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records and current financial status.
• Controlled loss by assessing risk, conducting system analysis and recommending policy solutions.
• Followed through with borrowers, loan processors, loan originators and managed all phases of underwriting process.
• Identified portfolio risks resulting from client's underlying business practices, underwriting investigations or fraud exposure.