Nicole Bland
Richmond,VA
Summary
Accomplished Junior Business Analyst at City National Bank with a proven track record in enhancing KYC compliance and data accuracy. Expert in data analysis and business process improvement, reducing resolution times by 30%. Skilled in collaboration and critical thinking, significantly contributing to FinTech application security and customer service excellence.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Junior Business Analyst
City National Bank
01.2021 - Current
- Conduct KYC assessments and ensure alignment with regulatory standards, minimizing compliance risks and enhancing data accuracy.
- Assisted the development team and product management staff to identify and prioritize improvements, particularly in KYC procedures and overall application security.
- Exercised critical thinking to resolve technical errors for FinTech applications and reports to internal teams.
- Collaborate with development teams to troubleshoot and resolve complex issues, reducing average resolution time by 30%.
Customer Service Representative
Anthem BCBS
10.2019 - 01.2021
- Responded to customer requests for health insurance benefits, coverage options, and claims processing, resulting in a 97% customer satisfaction rating based on quarterly surveys.
- Promptly responded to inquiries and requests from prospective customers.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with cross-functional teams to develop and implement process improvements and workflow optimizations.
Credit Operations Analyst
Petal Bank
05.2019 - 10.2019
- Complied with internal controls and government regulations.
- Performed credit reviews on corporations to assess financial conditions.
- Analyzed the creditworthiness of credit applicants and determined the credit risk of credit requests.
- Created credit policies, processes, and procedures to maintain compliance with banking regulations.
- Conducted in-depth investigations into suspected fraud cases, collaborating with internal teams and external partners to mitigate risks and prevent further losses, resulting in a 78% success rate in recovering funds and reducing liability.
Fraud/Disputes Account Manager
Capital One
01.2010 - 04.2019
- Researched identity theft, lost/stolen credit cards, and professional counterfeiting claims to ensure the appropriate business decision has been made to resolve complaints, up to $100,000.
- Communicated Fraud and AML/BSA trends to correct departments.
- Processed incoming Regulation Automated Clearing House disputes.
- Trained disputes team to anticipate and avoid frequently rebutted items and help the customers learn how to avoid future declined disputes.
Education
Bachelor of Science -
Strayer University
Midlothian, VASkills
- Business Administration
- Data Analysis
- Test case scenarios
- Requirements Gathering
- Business process improvement
- User Acceptance Testing
Certification
- The Bits and Bytes of Computer Networking Training
- Operating Systems and You: Becoming a Power User
Timeline
Junior Business Analyst
City National Bank
01.2021 - Current
Customer Service Representative
Anthem BCBS
10.2019 - 01.2021
Credit Operations Analyst
Petal Bank
05.2019 - 10.2019
Fraud/Disputes Account Manager
Capital One
01.2010 - 04.2019
- The Bits and Bytes of Computer Networking Training
- Operating Systems and You: Becoming a Power User
Bachelor of Science -
Strayer University
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