Tracy Vanderhorst
Tampa,FL
Summary
Success-driven and analytical Operations Analyst with 15+ years of collective experience in the banking industry, in risk mitigation, client service, and account management. Proficient in ensuring compliance with bank regulations, managing financial controls, and fostering client relationships. Highly skilled in creating business improvement solutions, analyzing risk indicators, and managing asset transfers.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Trust Senior Associate
Bank Of America
07.2017 - Current
- Provide high level of service to Senior Trust Officers and clients, by assisting in handling of inquiries, either directly or as a research resource, from Trust Officers, clients, or client's outside advisors.
- Accountable for protecting assets and ensuring they are distributed for purposes intended by the governing document.
- Responsible for Trust account opening, asset transfers, preparing discretionary requests, interpreting trust/legal documents, and conducting account maintenance, including KYC initiation and KYC refresh.
- Delivers high quality, error free work in a timely manner
- Improved training for newly hired trust associates by providing coaching and mentoring sessions, optimizing team performance by 20% increase in productivity.
Claims Analyst
Bank Of America
10.2015 - 07.2017
- Identified trends in claim patterns, providing actionable insights for process improvements and risk mitigation strategies.
- Managed accounts by conducting reviews and analyzing documents for possible fraudulent activities, reducing company loss
- Maintained suspicious claims database and prepared reports for supervisors.
- Provided training to seasoned associates in newly added risk process (Total Security Protection), which consisted of reviewing customer accounts for prevention and detection of possible fraud.
- Responsible for escalated claims for research and analysis of account activity to assess levels of risk and fraud type under newly added risk process, approximately 20 additional cases per week.
Senior Fraud Analyst
Bank Of America
09.2011 - 10.2015
- Improved case resolution times by streamlining investigation processes and optimizing resource allocation.
- Optimized system performance by conducting regular reviews of rules, filters, and thresholds in the company''s fraud detection platform.
- Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
- Delivered targeted training programs to enhance staff knowledge of fraud detection methodologies and best practices.
- Identified and analyzed key risk indicators, and decision accounts based on current policies
and fraud trends. - Responsible for the review and prevention of high-risk account activity for potential fraud, including Anti Money Laundering, kiting, and elderly abuse.
- Top performer amongst peers, exceeded in expectations on quarterly reviews.
Operations Analyst- Legal Order Processing
Bank Of America
06.2010 - 09.2011
- Investigated court restricted accounts resulting from accounts closed out of Bank compliance.
- Responsible for answering incoming escalated legal related calls from National Helpline
- Ensure compliance with Federal and Bank Regulations during account opening process.
Small Business Service Sales Specialist
Bank Of America
11.2009 - 06.2010
- Serviced all aspects of accounts and services belonging to Small Business clients.
- Deepened relationships by offering solutions to enhance client's business processes.
- Owned problem resolution from beginning process to end.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
Bachelor of Science - Business Management
Rhode Island College
Bachelor of Arts - Dance
Rhode Island College
Skills
- Process Improvement
- Research abilities
- Proficient in Microsoft 365
- Client Engagement
- Administrative Support
- Customer Service
- Training and mentoring
- Strong communication skills
- Detailed oriented
- Risk Management
- Strong organizational skills
Affiliations
- Association of Certified Fraud Examiners member (2017-present)
Certification
Google Certificate in Project Management (anticipated completion date April 2024)
Languages
Spanish
Native or Bilingual
Timeline
Trust Senior Associate
Bank Of America
07.2017 - Current
Claims Analyst
Bank Of America
10.2015 - 07.2017
Senior Fraud Analyst
Bank Of America
09.2011 - 10.2015
Operations Analyst- Legal Order Processing
Bank Of America
06.2010 - 09.2011
Small Business Service Sales Specialist
Bank Of America
11.2009 - 06.2010
Bachelor of Science - Business Management
Rhode Island College
Bachelor of Arts - Dance
Rhode Island College
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