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
Strong customer service skills
Exceptional decision making abilities
Skilled at learning new concepts quickly and working well under pressure
Extensive experience with Microsoft Outlook, Word, Excel and PowerPoint
Great typing skills
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