Rosalie Lopez

Proficient knowledge of the rules and regulations, including but not limited to, the Bank Secrecy Act, USA Patriot Act, CIP, and OFAC.

• Monitor and track BSA/AML high-risk customers and accounts,
• Perform monthly enhanced due diligence of BSA High Risk customers,
• Complete CTR reports and prepares them for filing.
• Enhanced due diligence processes by implementing risk assessment methodologies and procedures.
• Communicated with various business units to obtain necessary information for investigations.
• Demonstrated strong attention to detail by identifying discrepancies in client documentation, minimizing potential risks for the company.
• Identified potential risks and red flags through meticulous analysis of financial statements, business activities, and market trends.
• Completed detailed analysis to detect patterns, trends, anomalies and schemes in transactions and relationships across multiple businesses and products.

Manage banking team, including the direction of work for 25 direct reports. Involved in day-to-day operations of the teller line; such as, but limited to,

• Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Followed through with client requests to resolve problems.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Took ownership of customer issues and followed problems through to resolution.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Managed senior-level personnel working in marketing and sales capacities.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.