JONATHAN SANTOS
Riverview,FL
Summary
Detail-oriented and results-driven Quality Review Specialist with over 10 years of progressive experience in the financial services industry. Demonstrated expertise in managing escalated fee reviews, complex case analysis, and document processing with a focus on accuracy, compliance, and client satisfaction. Skilled in conducting audits, identifying root causes, and leading process improvement initiatives that enhance operational efficiency and reduce risk. Recognized for exceptional problem-solving abilities, sound judgment, and the ability to communicate effectively with cross-functional stakeholders at all levels. Committed to maintaining the highest standards of integrity, performance excellence, and continuous professional growth.
Overview
10
10
years of professional experience
Work History
Quality Review Escalations; Officer
Bank of America
02.2024 - Current
- Served as the primary point of contact for quality- related escalations, ensuring timely investigation and resolution of customer or internal issues.
- Conducted root cause analysis to identify trends, process gaps, and improvement opportunities.
- Monitor key performance indicators such as defect rates, escalation turnaround time, and customer satisfaction scores to main compliance with quality standards.
- Present weekly debriefings summarizing findings, case resolutions, and recommendations by creating detailed reports and presenting insights to leadership to support date-driven decision making.
- Act as the primary escalation point for fee-related issues, delivering expert chat support and executing manual remediation's to resolve complex customer cases.
- Received peer recognition for contributions to case resolution and support.
- Quickly learned and adapted to new technologies, tools and software systems to enhance productivity and service quality.
Document Review Department
Bank of America
08.2022 - 02.2024
- Reviewed and verified financial and legal documentation to ensure compliance with internal polices, banking regulations, and audit standards; such as Power of Attorneys, Estates, Trusts, and OFAC compliance.
- Collaborate with Compliance, Operations and Risk Management teams to resolve document deficiencies and maintain data integrity.
- Identified high-risk indicators to mitigate potential reputational concerns.
- Processed and validated high-volume document submissions with accuracy and efficiency to support timely account setup.
- Assisted in developing and refining document review procedures to enhance accuracy and operational efficiency.
- Supported audits and regulatory reviews by preparing and presenting documentation evidence.
Research and Adjustments Specialist III
Bank of America
10.2019 - 08.2022
- Conducted detailed research and analysis of financial transactions to identify and resolve complex discrepancies, posting errors, and adjustment requests in alignment with internal controls and regulatory requirements.
- Delivered chat and written support to internal teams and clients, providing clear communication and professional issue resolution.
- Consistently exceeded established SLAs and accuracy benchmarks by streamlining workflows, and prioritizing critical cases.
- Selected to participate in Bank of America's Leadership Development Program, focusing on cross-functional collaboration, strategic process improvement, and team performance optimization.
Small Business Priority Servicing (PST)
Bank of America
09.2015 - 10.2019
- Delivered exceptional frontline support to small business clients by resolving complex inquiries, transactions, and service requests with professionalism and accuracy.
- Consistently exceeded customer satisfaction and quality survey goals through empathetic communication, deep product knowledge, and first-contact resolution.
- Served as an escalation lead across the site, managing high-priority customer concerns and ensuring timely, compliant resolutions that upheld service standards and client trust.
- Cross-trained in multiple operational areas, demonstrating versatility and the ability to seamlessly support various business lines during peak volume periods.
- Led on-the-job training (OJT) sessions for new hires, providing coaching on systems navigation, policy compliance, and customer interaction best practices.
Education
Bachelor of Science - Computer Science
University of South Florida
Tampa, FL05-2029
Associate of Arts - Graphic Design
Hillsborough Community College
12.2023
High School Diploma -
Tampa Bay Technical High School
Tampa, FL05-2011
Skills
- Regulatory Compliance & Audit Support
- Risk Identification & Error Resolution
- Service-Level Agreement (SLA) Management
- Escalation & Issue Resolution
- Performance Coaching & Mentoring
- Data-Driven Decision Support
- Photoshop
- Banking & Workflow Systems
- Strong Analytical and Problem-Solving Skills
- Detail-Oriented and Accuracy-Focused
- Excellent Written and Verbal Communication
- Adaptability to New Technology and Software
- Microsoft Office Suite (Excel, Word, PowerPoint)
Timeline
Quality Review Escalations; Officer
Bank of America
02.2024 - Current
Document Review Department
Bank of America
08.2022 - 02.2024
Research and Adjustments Specialist III
Bank of America
10.2019 - 08.2022
Small Business Priority Servicing (PST)
Bank of America
09.2015 - 10.2019
Associate of Arts - Graphic Design
Hillsborough Community College
Bachelor of Science - Computer Science
University of South Florida
High School Diploma -
Tampa Bay Technical High School