Melissa Fitz
Phoenix,AZ
Summary
Dynamic Global Financial Crimes Investigator at Bank of America with expertise in fraud analysis and compliance reporting. Proven track record in risk assessment and transaction monitoring, delivering comprehensive reports that enhance regulatory adherence. Exceptional customer relationship management skills foster strong client connections, driving successful outcomes in high-stakes investigations.
Overview
22
22
years of professional experience
Work History
Global Financial Crimes Investigator
Bank of America
Chandler, Arizona
04.2024 - Current
- Analyzed financial transactions to identify signs of fraud and illicit activities.
- Conducted investigations into suspicious client behavior across multiple jurisdictions.
- Developed detailed reports to meet regulatory compliance requirements.
- Utilized advanced software tools to monitor accounts for potential financial threats.
- Reviewed compliance documentation to ensure adherence to banking regulations.
- Reported investigative findings to senior management for further action.
- Created comprehensive case reports on suspicious activities and outcomes.
- Assessed customer risk profiles to comply with anti-money laundering standards.
Home Services Specialist III
Bank of America
Chandler, Arizona
03.2018 - 04.2024
- Educated customers on product offerings and digital banking tools.
- Resolved escalated customer issues promptly while maintaining professionalism.
- Performed quality assurance checks to ensure compliance with service standards.
- Documented customer interactions accurately in organizational database systems.
- Analyzed customer feedback to enhance service delivery processes.
- Collaborated with team members to efficiently address customer inquiries and requests.
- Engaged clients to build strong relationships and identify appropriate solutions.
- Maintained current knowledge of industry trends and company products.
- Collaborated with underwriters to resolve issues during the loan process.
- Organized files for easy access and efficient workflow management.
- Submitted loan applications to underwriting department for review and approval process.
- Assisted clients in understanding loan terms and conditions clearly.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Monitored progress of each loan application from start to finish ensuring timely completion.
- Updated customers regularly on status of their loans throughout the processing period.
- Managed conditions sent from underwriting departments.
- Calculated income, assets and liabilities to meet lender requirements.
- Reviewed initial client documentation to structure and submit loan package.
- Adhered strictly to company policies when completing tasks associated with loan processing duties.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
- Assisted borrowers with questions regarding their loans after closing.
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
- Researched escalated problems related to loan processing activities.
- Conducted verification of employment, income, and deposits to support loan decisions.
- Provided excellent customer service, maintaining high satisfaction levels among borrowers.
- Managed pipeline of loans ensuring that all deadlines are met and loans progress to closing.
- Monitored and ensured timely processing of loan applications to meet closing dates.
- Ensured compliance with federal and state regulations throughout the loan processing phase.
- Identified potential issues in loan files and worked with team members to devise solutions.
- Informed customers of loan application requirements and deadlines.
- Stayed abreast of lending regulations, industry trends and market rates.
Operations Assistant II
HomeStreet Bank
Phoenix, AZ
03.2015 - 04.2016
- The Operations Assistant position assisted with processing permanent single family (1-4), FHA, VA and conventional mortgage loans.
- Set-up and order out files as required.
- Secure telephone verifications of employment, flood certifications and insurance information.
- Assist with accounting and bill paying for the unit to ensure that all bills and charges are paid in a timely manner and debited to the correct business unit and GL account.
- Assist in contacting outside sources for both pre- and post-funding information and documentation.
- Compile all information with the use of the loan processing software.
- Maintain a working relationship with and between staff to promote effective communication between all parties.
- Understand and maintain an awareness of various company products and communicate same to customers or refer to proper department.
- Answer the Department phone as required.
- Other duties as assigned.
Loan Officer/Loan Processor
Liberty One Mortgage
Goodyear, AZ
01.2007 - 03.2008
- Originate and process conventional and FHA home loans. Reviewed new applications for completion and early disclosures, obtain all documentation necessary to verify application information, evaluated documentation to ensure compliance and investor requirements.
- Maintained a 7+ loan pipeline per month. Branch employee with highest customer satisfaction rating.
- Detected non-qualifying applicants early in process and worked with lenders to find innovative viable alternatives to qualify the borrower.
- Selling and marketing. Interpersonal communication skills. Flexibility to ensure the product was the correct fit for borrower. Daily contact with borrower.
Loan Officer/Loan Processor
Encompass Mortgage
Phoenix, AZ
01.2004 - 01.2007
- Originate and process conventional and FHA home loans. Reviewed new applications for completion and early disclosures, obtain all documentation necessary to verify application information, evaluated documentation to ensure compliance and investor requirements.
- Maintained personal loan pipeline along with processing for 5 loan officers.
- Detected non-qualifying applicants early in process and worked with lenders to find innovative viable alternatives to qualify the borrower.
- Selling and marketing. Interpersonal communication skills. Flexibility to ensure the product was the correct fit for borrower.
Education
90 hours in Real Estate Salesperson Licensing -
Westford College
Glendale, AZ12.2005
Skills
- Fraud analysis
- Compliance reporting
- Risk assessment
- Transaction monitoring
- Investigative techniques
- Customer relationship management
Timeline
Global Financial Crimes Investigator
Bank of America
04.2024 - Current
Home Services Specialist III
Bank of America
03.2018 - 04.2024
Operations Assistant II
HomeStreet Bank
03.2015 - 04.2016
Loan Officer/Loan Processor
Liberty One Mortgage
01.2007 - 03.2008
Loan Officer/Loan Processor
Encompass Mortgage
01.2004 - 01.2007
90 hours in Real Estate Salesperson Licensing -
Westford College