Morgan Kemp Hall
Chicago,IL
Summary
Operations and controls professional with experience in a highly regulated financial services environment at JPMorgan Chase. Proven background in risk management, control oversight, incident escalation, and regulatory compliance, with hands-on involvement in maintaining strong risk and control frameworks at the branch level. Experienced in policy enforcement, staff security, and operation training, issue resolution, and customer-impacting incident management, with a growing specialization in cybersecurity, fraud risk, and information security governance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager-Operations
JP Morgan Chase
Skokie
10.2024 - Current
- Provide oversight of daily operational risk activities, ensuring adherence to internal controls, policies, and regulatory requirements.
- Maintain a strong risk and control environment, identifying control gaps and escalating issues in accordance with established procedures.
- Monitor transactional activity for risk indicators, compliance concerns, and potential fraud exposure, taking corrective action when needed.
- Resolve customer inquiries and complaints, ensuring satisfaction, and retention efforts.
- Coach and train staff on risk awareness, compliance expectations, data handling, and control procedures.
- Support regulatory compliance efforts by ensuring branch alignment with applicable banking laws, internal standards, and audit expectations.
- Coach and promote the use of self-service options and other technology tools to enhance customer convenience.
- Collaborate with the Branch Manager to conduct interviews, assessing candidate qualifications for key roles.
Lead Associate Operations
JP Morgan Chase
Skokie
01.2020 - 09.2024
- Supported branch leadership in operational risk management, loss prevention, and compliance oversight.
- Assisted in monitoring and enforcing controls related to transaction processing, access management, and customer data protection.
- Identified and escalated control failures, policy breaches, and customer-impacting incidents.
- Mentored employees on risk-aware behaviors, proper procedures, and compliance-driven decision-making.
- Actively participated in conflict de-escalation and issue resolution, minimizing operational, reputational, and fraud risk.
- Utilized banking systems and technology tools to reduce error rates, improve accuracy, and strengthen audit readiness.
- Build strong relationships with internal partners and customers to make appropriate referrals.
Teller/Associate Banker
JP Morgan Chase
Wilmette
09.2017 - 12.2019
- Executed customer transactions in compliance with regulatory requirements, internal controls, and security protocols.
- Ensured accuracy, documentation, and data privacy in all customer interactions and financial activities.
- Exercised knowledge of products and services to address customer needs and to make appropriate referrals.
- Trained under Assistant Branch Manager on key operational responsibilities, leading to promotion to Lead Associate Operations.
- Consistently familiarized myself with digital services to assist and inform customers of self-service options available to them.
Sales Associate
Foot Locker
Skokie
02.2017 - 01.2018
- Contributed excellent customer service by listening to customers and providing merchandise information to increase sales.
- Maintained cash handling controls and loss prevention awareness.
- Supported operational accuracy and customer service in a high-traffic retail environment.
Education
Comptia Security+ 701 - Cybersecurity
Simplilearn
02.2026
Cybersecurity Certification -
Chegg Skills
06.2024
Pre-Business -
Western Michigan University
Kalamazoo12.2016
Skills
- Risk and Control Assessment
- Regulatory Compliance (Banking & Financial Services)
- Conflict Resolution
- Fraud and Loss Prevention
- Data Privacy and Information Protection
- Security and Safety Protocols
- Staff Training
- Process Improvement
- Stakeholder Communication
- Verbal and Written Communication
- Proficient in Microsoft Excel
- Proficient in Microsoft Word
- Proficient in Microsoft PowerPoint
Languages
- Spanish
- English, Native/Bilingual
- Spanish, Limited
Certification
Cybersecurity Certificate
Awards
- Dean's List, 09/01/16
- Top sales performer, 09/01/17
Timeline
Assistant Branch Manager-Operations
JP Morgan Chase
10.2024 - Current
Lead Associate Operations
JP Morgan Chase
01.2020 - 09.2024
Teller/Associate Banker
JP Morgan Chase
09.2017 - 12.2019
Sales Associate
Foot Locker
02.2017 - 01.2018
Comptia Security+ 701 - Cybersecurity
Simplilearn
Cybersecurity Certification -
Chegg Skills
Pre-Business -
Western Michigan University