Lynette Jones
Summary
Results-oriented professional with extensive experience in customer success, compliance, and financial operations. Demonstrated expertise in resolving complex issues and fostering strong client relationships while ensuring regulatory compliance. Proficient in process improvement, project management, and training facilitation, with a focus on enhancing customer satisfaction and operational efficiency.
Overview
11
11
years of professional experience
Work History
Customer Success Specialist
Kryterion
12.2023 - Current
- Resolved complex issues promptly to enhance customer satisfaction and retention.
- Facilitated customer training sessions to ensure effective product usage and understanding.
- Managed client accounts to foster strong relationships and drive business growth.
- Collected feedback from clients to inform product development and enhance service delivery.
- Implemented service improvement initiatives based on customer insights to optimize operational efficiency.
Controls & Compliance (Financial Crimes) Associate
Bank of the West
10.2021 - 12.2023
- Conducted in-depth compliance audits ensuring KYC due diligence, EDD, and CDD for personal, commercial, and newly onboarded customers.
- Monitored transactions, verified beneficial ownership, and analyzed alerts.
- Assisted with escalations of potential suspicious activities, high-risk customers, and investigations related to SPF, OFAC, Red Flag, World-Check, sanctions, non-sanctions, SDN, and negative media reports.
Sr. Operations Associate
Bank of America/Merrill Lynch Wealth Management
10.2015 - 08.2021
- Onboarded and performed account maintenance for Wealth Management clients via phone, service requests, and chat.
- Conducted KYC due diligence and CDD compliance for new accounts.
- Verified beneficial ownership and reviewed trust documents for existing accounts.
- Supported fraud claims processing and conducted interviews when necessary.
- Promoted to on-the-job trainer, facilitating training for new hires and conducting process reviews and updates.
CD/IRA Specialist
Bank of America/Merrill Edge
08.2014 - 10.2015
- Delivered solutions to complex or escalated issues regarding CD/IRA and other retirement products in a fast-paced environment.
- Cultivated and nurtured relationships through exceptional service and strategically driven sales efforts.
Education
General Equivalency Diploma (GED) -
Arizona Department of Education
06-2008
Skills
- Account management and maintenance
- Customer relationship management
- Problem solving
- Escalation management
- KYC, CDD, and EDD compliance
- Customer retention and relationship management
- Critical thinking and problem solving
- Process improvement and project management
- CRM tools expertise (HubSpot, Jira, ZenDesk)
- Retirement account knowledge
- Data entry and operational efficiency
Timeline
Customer Success Specialist
Kryterion
12.2023 - Current
Controls & Compliance (Financial Crimes) Associate
Bank of the West
10.2021 - 12.2023
Sr. Operations Associate
Bank of America/Merrill Lynch Wealth Management
10.2015 - 08.2021
CD/IRA Specialist
Bank of America/Merrill Edge
08.2014 - 10.2015
General Equivalency Diploma (GED) -
Arizona Department of Education
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