Nastassia G. Henson
Martinez,CA
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Risk Analyst
Pacific Service Credit Union
12.2020 - Current
- Enhanced AML compliance by conducting thorough investigations and risk assessments on potential clients.
- Enhanced overall efficiency of the Compliance department by automating manual processes where possible, leading to increased accuracy and reduced turnaround times.
- Participated in industry conferences and networking events, staying up-to-date on emerging trends within the AML compliance field.
- Reduced false positives in transaction monitoring alerts through continuous refinement of system parameters based on historical patterns and trends.
- Supported the integration of new technology platforms for more efficient transaction monitoring and data analysis, enhancing overall compliance capabilities.
- Prepared detailed reports for senior management highlighting key findings from investigations and risk assessments, allowing informed decision-making regarding client relationships.
- Streamlined the compliance process by developing and implementing new policies and procedures to ensure adherence to regulations.
- Provided guidance and support to team members, enabling them to effectively address complex AML-related issues.
- Assisted in maintaining a robust AML program by staying current on industry trends, laws, and best practices.
- Drove continuous improvement initiatives within the AML Compliance program by regularly reviewing and updating policies, procedures, and risk assessments.
- Collaborated with IT team members to develop custom tools for analyzing complex datasets used in detecting fraudulent activity patterns.
- Facilitated cross-functional working groups aimed at identifying areas needing improvement within the organization''s AML program.
- Assist Compliance Manager with yearly risk assessments by providing analytical data on negotiable instruments, wire and IAT monitoring
- Reported violators of financial regulations to appropriate parties for disciplinary action via CTR and SAR filings; 314(a) Law Enforcement information sharing, 314(b) Financial Institution collaborations
Payment Services Representative I & II
Pacific Service Credit Union
09.2018 - 12.2020
- Performed daily review and analyze high risk ACH transactions within Guardian Analytics FraudMAP
- Processed share draft exceptions, deposit returns, foreign deposit returns, and affidavits in accordance with regulatory requirements
- Facilitated cross-functional collaboration between departments involved in ACH processing, fostering a collaborative work environment.
- Resolved escalated customer complaints professionally, consistently achieving satisfactory outcomes for all parties involved.
- Expedited payment processing by efficiently preparing weekly check runs, wire transfers, and ACH transactions.
- Contributed to the achievement of departmental goals by consistently meeting or exceeding established benchmarks for productivity, accuracy, and timeliness in specimen processing tasks.
- Balanced and reconciled the general ledger to ensure accuracy and compliance with financial reporting standards
Telephone Service Representative II
Pacific Service Credit Union
07.2017 - 08.2018
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Supported sales initiatives by up-selling additional services and products based on customer needs analysis.
- Delivered exceptional support during peak call times while maintaining high levels of accuracy in all tasks performed.
- Maintained comprehensive knowledge of company policies, procedures, and product offerings to provide informed recommendations to customers.
- Managed difficult customer interactions with professionalism and empathy, deescalating situations through effective communication techniques.
- Built relationships with customers using strong persuasion and active listening skills.
- Exceeded performance metrics consistently through diligent attention to detail and strong commitment to customer satisfaction.
Universal Banker
Bank of the West
01.2017 - 06.2017
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
- Ensured a consistent and positive customer experience by upholding high standards of professionalism, courtesy, and responsiveness in all interactions.
Financial Crimes Analyst I (Escalations)
Wells Fargo Bank
09.2016 - 10.2016
- Led team in developing predictive model that forecasted trends, informing business decisions.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Reduced errors in data entry, instituting rigorous quality control checks.
- Enhanced report accuracy, conducting thorough data audits on regular basis.
- Collected, arranged, and input information into database system.
- Maintained database systems to track and analyze operational data.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Customer Service and Sales Supervisor
Wells Fargo Bank
04.2015 - 09.2016
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Effectively coached team members to reach weekly and monthly sales goals.
- Enhanced team productivity by creating a supportive work environment and providing ongoing feedback.
- Played an integral role in recruitment processes by interviewing candidates and guiding them through onboarding procedures upon hire completion successfully.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary action plans.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Mentored junior staff members, fostering professional development and career progression within the organization.
Online CSR IV/Team Lead
Wells Fargo Bank
11.2014 - 04.2015
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Online CSR I & II/ Q12 Site Ambassador/Subject Matter Expert
Wells Fargo Bank
06.2012 - 10.2014
- Served as a liaison between internal teams and management during critical situations, facilitating open communication channels for swift issue resolution.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Served as organization ambassador at various charity events, promoting mission and values.
- Evaluated progress towards achieving mission goals using key performance indicators and implemented necessary changes for continuous improvement.
Service Specialist
Wells Fargo Bank
04.2011 - 06.2012
- Serviced customer banking needs, cross-sold products to meet daily goals, balanced cash drawer
Education
Bachelor of Arts - Political Science: Pre-Law Concentration
California State University – East Bay
Hayward, CA05-2027
Associate of Arts - Behavioral Sciences
Los Medanos College
Pittsburg, CA08-2024
Associate of Arts - Humanities
Los Medanos College
Pittsburg, CA08-2024
Associate of Arts - Political Science
Contra Costa Community College- Los Medanos College
05.2024
Skills
- Data interpretation
- Attention to detail
- Problem-solving
- Conducting investigations
- Adaptability and flexibility
- Bank secrecy act compliance
- Enhanced due diligence
- Suspicious activity reporting
- Anti-money laundering regulations
- AML software proficiency
- Internal controls
- Decision-making
- Critical thinking
Certification
Bank Secrecy Act Compliance Specialist, America’s Credit Unions, 05/01/24, 05/01/27
Timeline
Risk Analyst
Pacific Service Credit Union
12.2020 - Current
Payment Services Representative I & II
Pacific Service Credit Union
09.2018 - 12.2020
Telephone Service Representative II
Pacific Service Credit Union
07.2017 - 08.2018
Universal Banker
Bank of the West
01.2017 - 06.2017
Financial Crimes Analyst I (Escalations)
Wells Fargo Bank
09.2016 - 10.2016
Customer Service and Sales Supervisor
Wells Fargo Bank
04.2015 - 09.2016
Online CSR IV/Team Lead
Wells Fargo Bank
11.2014 - 04.2015
Online CSR I & II/ Q12 Site Ambassador/Subject Matter Expert
Wells Fargo Bank
06.2012 - 10.2014
Service Specialist
Wells Fargo Bank
04.2011 - 06.2012
Bachelor of Arts - Political Science: Pre-Law Concentration
California State University – East Bay
Associate of Arts - Behavioral Sciences
Los Medanos College
Associate of Arts - Humanities
Los Medanos College
Associate of Arts - Political Science
Contra Costa Community College- Los Medanos College
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