Fallon Cooper Email & Phone Number

Consistently exceeded performance goals for each quarter on all key metrics. Researched and resolved alerted client accounts for money laundering activities in compliance with BSA guidelines and FinCEN rules while maintaining Schwab service level agreements (SLA’s) and department goalsInvestigate escalated Anti-Money Laundering referrals sent from the fieldInvestigate matters where suspicious activity occurs to determine the reason for the activityDrafted Suspicious Activity Reports (SARs) to be filed with FinCENDrafted Currency Transaction Reports (CTRs)Leveraged relationships with Branch, Operations CenterProposed system optimization ideas to reduce false positive being created within our alerting systemAssisted in training program for new hires and contractorsParticipated in the AML ghosting programParticipant in the Pod Pilot test programLead a project to update and create new job aids for monitoring and investigations Volunteered and selected to be a content developer for the Foundational Training Work streamVolunteered and selected to be a content developer and presenter for the Ongoing Training Work streamVolunteered and selected to be the work stream leader for the Professional Development Work stream. Administered Enhanced Due Diligence (EDD) on clients with red flags, such as international relationships and ID theft alerts to protect the firm and our clients• Minimized risk to the firm by monitoring and reviewing account activity for patterns and trends associated with money laundering, OFAC, and fraud • Reported suspicious and fraudulent activity as required by the firm and our regulators to prevent firm violation fines and penalties • Restricted accounts and provided notification when clients were identified as traveling and/or attempting monetary activity in restricted countries/territories• Facilitated on the job learning sessions and training sessions for new to firm employees and employees obtaining new skill sets

Consistently demonstrated empathy and quick problem-solving skills to provide world class customer experience while resolving complex client inquiries real-time.- Established rapport with clients over the phone to create long term relationships with Schwab.- Displayed a high-level of attention to detail in order to adhere to bank policies, procedures and guidelines; acted as a SME for the process and trained and coached junior associates and new hires within the team.NOTEWORTHY PROJECTS/ ACCOMPLISHMENTS- Studied average handle time (AHT) across Schwab sites, performed root cause analysis using ‘5-Why’ method to identify top drivers for AHT; devised action plans with improved call behaviors to lower AHT.- Prepared training material for Schwab associates on enhanced client security features including FAQs and hard-cards. - Established daily/ weekly routines within Westlake teams on latest call trends, product and service updates for higher one-call resolution.- Coordinated content updates to the central knowledge system, worked as the liaison for all service and product related inquiries and updates to this system.- Created internal reporting for tracking team and individual performance against goals. Drove consistent focus on collective performance.- Audited team-member client discussions to analyze, provide developmental feedback and share best practices to improve first-time resolution and customer satisfaction scores.

Irving, Texas

Monitor and review work of 14 Loan Advisors to ensure it is effective and within Company guidelines. This includes Side by Side coaching, blind monitoring of Loan Advisors, reviewing Quality Assurance, conducting collector performance reviews and formal coaching for Loan Advisors. Handle escalations and voluntary surrender calls. All while giving exceptional customer service. Assign vehicles out for repossession. Work with repossession agents to ping vehicles. Work with Area Director to implement monthly portfolio calendars and strategies to ensure company surpass monthly company portfolio goal. Screen, interview, and hire successful loan advisors. Provide daily strategies and game plans to team to ensure team success within the company portfolio. Evaluate job performance of Loan Advisors and give timely, consistent feedback and training as appropriate. Issue improvement and action plans based on observations of performance and behavior of Loan Advisors.

Master Of Arts (Ma), Business/Corporate Communications

Bachelor Of Business Administration (B.B.A.)

Bachelor Of Business Administration - Bba, Marketing