Summary
Overview
Work History
Education
Skills
Timeline
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Kerry Gore-Giles

Jersey City

Summary

Goal-oriented financial professional with expertise in KYC compliance and risk management. Proven ability to enhance operational efficiency through collaboration and innovative solutions. Successfully trained new analysts, resulting in improved team performance and adherence to regulatory standards. Recognized for delivering exceptional results in high-pressure environments.

Overview

9
9
years of professional experience

Work History

Onboarding Operations Analyst II

Bluevine
Jersey City
03.2021 - 12.2024
  • Conducted KYC and KYB due diligence for prospective commercial clients in financial services.
  • Developed and refined KYC and KYB standard operating procedures to ensure compliance.
  • Collaborated with Fraud, Legal & Compliance, AML, and Sales teams to enhance onboarding efficiency.
  • Utilized investigation software, SOS filings, and OFAC reviews for thorough customer due diligence.
  • Maintained up-to-date knowledge of products, services, and policies to support compliance efforts.
  • Trained new analysts in risk assessment and documentation review processes.
  • Identified operational issues and coordinated with managers to implement effective solutions.
  • Provided technical support for troubleshooting operational system challenges.

Senior Customer Care Lead

Valley Bank
Wayne
01.2019 - 03.2021
  • Supported contact center manager overseeing 15 banking employees in quality assurance and performance management.
  • Handled high volume of inbound and outbound calls, achieving swift resolutions for customer inquiries.
  • Investigated sensitive customer complaints and escalated issues, providing prompt resolutions.
  • Maintained extensive knowledge of bank products and services to assist customers effectively.
  • Educated employees on products and services to enhance brand awareness and customer engagement.
  • Managed time efficiently to ensure timely completion of tasks and adherence to deadlines.

Service Manager

Wells Fargo Bank
New York
03.2016 - 01.2019
  • Monitored daily workloads, adjusting assignments to ensure adequate coverage and policy compliance.
  • Supervised full-time employees, establishing objectives for personal growth and evaluating performance.
  • Identified workflow improvements to enhance team efficiency and productivity.
  • Trained team members, fostering confidence and promoting a positive work environment.
  • Conducted weekly observations during customer transactions to resolve and de-escalate concerns.
  • Maintained extensive knowledge of online banking controls and security to exceed annual audit expectations.

Education

Marketing & Communications Certification

Bronx Community College
Bronx, NY
01.2012

Skills

  • Leadership and decision-making
  • Analytical skills
  • Effective communication
  • Problem solving
  • Computer software proficiency
  • Risk management
  • Collaboration and teamwork
  • Time management and prioritization
  • KYC compliance and investigation

Timeline

Onboarding Operations Analyst II

Bluevine
03.2021 - 12.2024

Senior Customer Care Lead

Valley Bank
01.2019 - 03.2021

Service Manager

Wells Fargo Bank
03.2016 - 01.2019

Marketing & Communications Certification

Bronx Community College

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