-Internally promoted from operations to the compliance and risk department to oversee all daily compliance operations.-Trained retail, teller, and support associates on Regulatory Requirements and Company Best Practices.-Developed trackers related to suspicious activity report filings to help improve submission timeliness according to FinCEN regulations.-Managed company black, white, and grey lists; monitored against all new applications for possible high risk profile connections.-Managed all aspects of the company OFAC sanctions program from reoccurring scans, to false positive resolution, and recordkeeping. -Prepared files for 314(a) scans for partner financial institution -Expertise with financial crimes investigations related to fraud, risk, and money laundering. Responsible for compiling all research to create case write up (SAR) submission; and continue monitoring case for any necessary continuing activity reports. -Liaison to company financial partners to fulfill requests for system enhancements related to risk.-Liaison for law enforcement cases related to bank levies, subpoenas, and special investigations. -Responsible for addressing and handing all incoming compliance escalation issues from the organization, primarily sales and support representatives.-Improved fraud losses by enhancing policies and procedures for chargebacks and disputes. -Producer of daily, weekly, monthly, and quarterly reports for identified fraud case investigations and SAR reports. -Represent company compliance operations department during independent BSA/AML reviews.-Experience collaborating with multiple teams such as Product Development, Engineering, Operations, and Finance to mitigate fraud and risk by enhancing internal controls and features to protect the institution’s reputation and to create a compliance friendly work environment throughout the organization.

-Entered the company as Back End support and quickly was promoted to Product Service and Delivery with focus on system operations. -Responsible for scoping new projects, which include doing market analysis, budgets, and implementation plan for new supporting partners to enhance company operations. -Developed interactive training programs for new customer care agents at call centers and physical retail branches.-Responsible for the creation and upkeep of documents relating to process and procedures. -Responsible for translating feedback and bug reports from customers, employees, and partners to our development teams for feature and system enhancements. -Ensured SLAs were met and followed by all company agents by providing oversight on all cases created in CRM tools. -Provided resolution to critical cases that were not commonly seen or encountered and provided agents with on demand support whenever it was necessary, through chat channels on CRM tools. -Structured call center work flows and case creation lifecycle to enhance efficiency and improve overall case resolution.-Responsible for training all support staff on new company products, features, and system enhancements. Assisted with bridging the lines of communication to ensure the company maintained a consistent mission and vision.

-Responsible for managing the business end to end, which included implementing operations, sales, marketing, and administration strategies to make the business more efficient and cost effective. -Conducted my own field underwriting for potential new clients.-Comprehensive review of liabilities for high value clients (commercial and personal), this really helped me to understand what were my potential client’s needs. -Tailored policy proposals for clients based on their liabilities and budget.-Worked with various dashboards and developed my own to make sure personal and company sales quotas were met.-Based on the growth of my independent agency, I was asked to give my colleagues some tips that might help them grow their agencies and closing ratios.