Terrice Wingard
Charlotte,NC
Summary
Experienced with identifying and analyzing suspicious financial activities to prevent money laundering. Utilizes in-depth knowledge of regulatory requirements and investigative techniques to enhance compliance measures. Track record of effectively collaborating with teams to ensure robust anti-money laundering protocols and regulatory adherence.
Overview
19
19
years of professional experience
Work History
AML Investigations Analyst
Bank of America Merrill Lynch
Charlotte, NC
01.2022 - Current
- Conducted thorough investigations on suspicious transactions to identify potential money laundering activities.
- Analyzed complex financial data using advanced analytical tools to support compliance efforts.
- Collaborated with law enforcement agencies to provide detailed reports on AML cases.
- Developed and implemented risk assessment protocols to enhance transaction monitoring processes.
- Mentored junior analysts, fostering an environment of continuous learning and professional development.
- Investigated activities of institutions to enforce laws and regulations, assessing legality of transactions and operations or financial solvency.
- Investigated fraud referrals and performed research to minimize risk and resolve inquiries.
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents.
- Conducted comprehensive AML investigations, resulting in the identification of suspicious activity and timely submission of SARs.
- Evaluated transaction patterns and customer profiles to identify potential money laundering trends and typologies.
Mortgage Loan Closer
Wyndham Capital Mortgage
Charlotte, NC
02.2020 - 01.2022
- Supported customers throughout application and closing processes.
- Handled issues in loan process by contacting customers by phone, email, or letter.
- Smoothed loan closings by collecting necessary paperwork and clearances.
- Calculated interest, principle and payments, verifying figures and correcting discrepancies.
- Obtained underwriting approval by following outlined recommendations and submitting appropriate packages.
- Contributed ideas for improving work processes.
- Approached and solved work problems with initiative and sound judgment.
- Updated office files daily and kept records organized.
- Served customers by going above and beyond to offer exceptional support for needs.
- Completed tasks promptly and with minimal oversight.
Lead Sales Branch Administrator
CPI Security Systems
Charlotte, North Carolina
01.2010 - 08.2021
- Verified branch operations daily with checks on processes, staff activities, and daily reporting.
- Maintained customer satisfaction using relationship-driven approaches and strong conflict mediation skills.
- Reduced outstanding balances by pursuing soft and hard collection strategies.
- Established rapport with individual or business customers to provide individualized assistance and maintain loyalty.
- Ability to support and maintain open lines of communication with all levels of management.
- Managed and supported up to 100 sales consultants with payroll, service, HR related issues, etc.
- Scheduled same day service and resolved customer service related issues.
- Ability to demonstrate excellent verbal and written communication skills with a high level of proficiency.
- Process development experience with the ability to identify gaps and create.
- Ability to execute projects with varying needs and competing priorities that support employee performance and customer relationship management.
- Daily reporting of staff performance, with the ability to translate trends into action plans and drive results.
- Superior ability to empower staff to accomplish tasks with a consistent standard of excellence, advocating Leadership vision and influencing buy-in through action.
- Effective customer engagement, issue resolution proficiency and the ability to deliver information with a natural willingness to assist.
- Resolve escalated calls and customer complaints, providing solutions that cultivate Company advocates.
- Performed any tasks or duties assigned.
Customer Care Team Lead
CPI Security Systems
Charlotte, North Carolina
08.2006 - 02.2010
- Kept detailed records covering customer requests and problems and implemented resolutions and relevant feedback to improve service delivery.
- Verified and logged high volume of daily data by tracking account payments and updating personal information.
- Sought out every opportunity to improve customer experiences by going beyond basics to delight customers and build trust.
- Coordinated fieldwork to set up appointments, monitor work completion, and follow up with customers.
- Managed consistent stream of calls each day and maintained strong control to keep duration down and performance high.
- Achieved first call resolution for majority of customer contacts through expert knowledge of products, services, and internal systems.
- Returned every call or email before end of each day, maintaining both speed and professionalism.
- Helped clients with technical questions using excellent critical thinking skills and knowledge of [Area of expertise].
- Met inbound customer needs while maintaining strict performance targets.
- Updated records with all interactions and customers transactions.
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
Education
Diploma -
Harding University High School
Charlotte, NC06.1994
Skills
- Issue research
- Passion for Detail and Thoroughness
- Analytical thinking
- Excellent Oral and Written Communication
- Investigation techniques
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Critical thinking
- Organizational skills
- Active listening
- Effective communication
- Relationship building
- Self motivation
Timeline
AML Investigations Analyst
Bank of America Merrill Lynch
01.2022 - Current
Mortgage Loan Closer
Wyndham Capital Mortgage
02.2020 - 01.2022
Lead Sales Branch Administrator
CPI Security Systems
01.2010 - 08.2021
Customer Care Team Lead
CPI Security Systems
08.2006 - 02.2010
Diploma -
Harding University High School