Kerri Flanagan
Summary
Dynamic Detection and Investigation Analyst with a proven track record at PNC Bank NA, excelling in analytical thinking and regulatory compliance. Demonstrated expertise in identifying suspicious activities and mitigating risks, while fostering customer loyalty through exceptional service and mentorship. Committed to enhancing operational efficiency and maintaining high standards of professionalism.
Overview
9
9
years of professional experience
Work History
Detection and Investigation Analyst
PNC Bank NA
03.2024 - Current
- Participates and reviews customer cases, work for potential and actual loss, AML or organizational risk.
- Responsible for early detection of suspicious activity, control and prevention of losses.
- Researches and analyzes bank activities ad reports to detect and prevent possible fraudulent and illegal actions.
- Escalates issues as appropriate, uses defined research procedures to identify and resolve issues.
- Prepares and maintains appropriate documentation of analysis performed and coordinates with internal or eternal stakeholders.
- Aligns and follows appropriate regulations.
Customer Service Representative
PNC Bank, NA
05.2021 - 03.2024
- Participated in the Mentor Program for New Hire CCC/ Core/Sales/Business for 2+ years.
- Coaching receipts completed while listening to New Hires recorded calls using Ultra Verint , providing feedback to assist with knowledge gained though PNC Policy and Procedures.
- Assist with growth and confidence to provide the best support by bringing their whole self to work.
- Ensures Managed high-stress situations effectively, maintaining professionalism under pressure while resolving needs of customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Branch Sales and Service Representative
PNC Bank, NA
12.2018 - 05.2021
- Streamlined the sales process for increased efficiency, ensuring accurate record-keeping, timely follow-ups, and successful deal closures for bank products.
- Delivered exceptional customer service at 3 retail banking locations, greeting , directing ad servicing guests with wide ranging needs
- Handled incoming and outgoing calls, accessing and managing customer problems
- Complied with strict internal Bank Secrecy Act standards
- Managed efficient transactions such as deposits , bill payments, plan contributions and supply purchases for checks and cards.
Full Time Teller
PNC National Bank
05.2018 - 12.2018
Customer Service Staff
Publix Super Markets
11.2017 - 09.2018
- Managed front end volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
- Developed rapport with customers through friendly communication, managing returns and complaints, building trust in the brand and promoting loyalty.
- Ensured strict adherence to organizational policies regarding privacy, security, and overall customer safety during all interactions.
- Completed Western Union Money Transfers and Money Orders.
- Maximized sales and kept monthly lottery Merchandised according to state law and regulations.
Part Time Teller
PNC Bank, NA
03.2018 - 05.2018
Assistant Customer Service Manager
Food Lion Grocery
11.2016 - 11.2017
- Upheld Front End Management store operations included opening and closing, bank deposits, key holding and codes to safe, while keeping a safe and clean cashier area
- Completed training for DSD Receiver , Scan Analyst and stocker
- Promoted associate trust and response by delivering support for the front line needs and mediating conflicts.
- Responded expertly to product and service questions based on current and complete knowledge of offerings and company procedures
- Supported management by implementing directives and monitoring employee compliance with policies.
Education
High School Diploma -
G. L. Roberts
Oshawa ONPersonal Support Worker - Nursing
Everest Collage
Ottawa ON 01-2008
Skills
- Data-driven decision making
- Information gathering and Strong Communication
- Analytical reasoning
- Decision-making, Risk Awareness
- Regulatory adherence
- Customer service expertise
- Successful Leadership, Mentorship equally effective team member
- Dependable Character
- Compassionate , Kind Hearted
Languages
English
Native or Bilingual
Timeline
Detection and Investigation Analyst
PNC Bank NA
03.2024 - Current
Customer Service Representative
PNC Bank, NA
05.2021 - 03.2024
Branch Sales and Service Representative
PNC Bank, NA
12.2018 - 05.2021
Full Time Teller
PNC National Bank
05.2018 - 12.2018
Part Time Teller
PNC Bank, NA
03.2018 - 05.2018
Customer Service Staff
Publix Super Markets
11.2017 - 09.2018
Assistant Customer Service Manager
Food Lion Grocery
11.2016 - 11.2017
High School Diploma -
G. L. Roberts
Personal Support Worker - Nursing
Everest Collage
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