Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susana Valenzuela

Officer; Operations Control Analyst
Phoenix,AZ

Summary

To seek and maintain a full-time position with Bank of America, that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

21
21
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Officer; Operations Control Analyst

Bank Of America
11.2023 - Current
  • Navigate and use various internal systems to assist customers with various types of AML cases.
  • Research, review, update and confirm consumer and business profile details by taking inbound and placing outbound calls to remediate open cases.
  • Tactfully handle customer concerns regarding Global account closures, where the bank makes a decision to stop doing business with a decision to stop doing business with a particular individual or business.
  • Maintain high call quality standards by meeting or exceeding expected goals.

Officer; Operations Control Analyst

Bank Of America
08.2019 - 11.2023
  • Reviewed and completed Currency Transaction Reports, within the department's service level agreement, on transactions above federal limits to ensure Anti-Money Laundering compliance.
  • Researched and reported suspicious and unusual activity using internal bank systems.
  • Communicated with internal partners to ensure accuracy on reports submitted to Financial Crimes Enforcement Network (FinCen).
  • Stayed up to date on policy and procedure changes to ensure Anti-Money Laundering Compliance.
  • Met or exceeded quality control and production goals.

Officer; Sales and Support Specialist

Bank Of America
05.2019 - 08.2019
  • Provided support for different skills like Document Review, Bank Approval Team (BAT), Wire, OFAC, and Unclaimed Property.
  • Reviewed Documents to ensure they met bank guidelines.
  • Provided approval on cashier's checks above financial center limit.
  • Provided policy, procedure, and navigation support on wire transfers.
  • Maintained high call quality standards by meeting or exceeding expected goals.

Officer; Sales and Support Specialist

Bank Of America
07.2013 - 05.2019
  • Provided support for different skills like Technical, ATM Customer Support, Teller, Savings Bonds, Domestic Collections, Official Items, and Unclaimed Property.
  • Educated financial center associates on policies and procedures.
  • Provided technical knowledge and communicated information on technical issues.
  • Troubleshot software and hardware issues and resolved/escalated technical problems.
  • Effectively utilized a variety of systems and resources to research and resolve situations for customers and associates.
  • Assisted customers, associates, and third parties with inquiries and stop payments on cashier's checks.
  • Maintained high call quality standards by meeting or exceeding expected goals.

Sr. Customer Service Specialist

Bank Of America
04.2009 - 07.2013
  • Directly assisted customers in a supervisor role with questions, problems, or concerns on a variety of banking products and services.
  • Assisted customers with online banking transfers, bill pay, password resets, account suspensions, and Online Business Suite services.
  • Troubleshot online banking technical issues to ensure customer was able to successfully utilize all online services provided.
  • Effectively utilized a variety of systems and resources to research and resolve situations for customers and associates.
  • Uncovered customer's needs to build and maintain relationships.
  • Educated associates on policies and procedures and performed effective coaching to ensure customer satisfaction and company's success.
  • Delivered huddles to ensure teammates were aware of upcoming changes to systems, products, services, and policies and procedures.
  • Assisted with new hire training to coach and educate new associates.
  • Maintained high call quality standards by meeting or exceeding expected goals.

Personal Banker

Bank Of America
07.2006 - 04.2009
  • Helped customers and other associates with problem resolution.
  • Established and maintained relationships with existing and potential customers.
  • Sold applications for mortgages, home equity lines of credit, and credit cards.
  • Performed supervisor overrides and helped train other associates.
  • Followed standard policies and procedures.

Teller

Bank Of America
09.2003 - 07.2006
  • Performed teller transactions such as deposits and withdrawals.
  • Provided exceptional customer service.
  • Performed supervisor overrides and helped train other associates.
  • Followed standard policies and procedures.

Education

Communications

Glendale Community College
Glendale, AZ
08.2004 - 05.2006

High School Diploma -

Washington High School
Phoenix, AZ
08.2000 - 05.2004

Skills

Excellent leadership skills, organizational skills, problem resolution skills, and strong written and verbal communication skills

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Timeline

Officer; Operations Control Analyst

Bank Of America
11.2023 - Current

Officer; Operations Control Analyst

Bank Of America
08.2019 - 11.2023

Officer; Sales and Support Specialist

Bank Of America
05.2019 - 08.2019

Officer; Sales and Support Specialist

Bank Of America
07.2013 - 05.2019

Sr. Customer Service Specialist

Bank Of America
04.2009 - 07.2013

Personal Banker

Bank Of America
07.2006 - 04.2009

Communications

Glendale Community College
08.2004 - 05.2006

Teller

Bank Of America
09.2003 - 07.2006

High School Diploma -

Washington High School
08.2000 - 05.2004

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Susana ValenzuelaOfficer; Operations Control Analyst