• Investigate, analyze, and identify high risk retail and business clients to monitor the risk of potential Anti-Money Laundering or Terrorist Financing Activity while ensuring compliance with the Bank Secrecy Act, USA Patriot Act, OFAC and industry best practices.• Effectively communicate with internal partners to obtain proper KYC and business documentation and recommend appropriate follow up and/or account closures as needed.• Review customer transactions to determine suspicious activity.

• Work closely with internal Treasury Management partners to assist in the implementation of new client accounts, service existing clients, reconcile payments and work special project requests.• Experienced TSYS, CentreSuite and AccountLink user• Efficiently communicate via phone and email to build and maintain relationships with a dedicated commercial credit card portfolio of over 400 clients.

• Improve client relationships by providing support to the Retail Care Center and Branch Network, handling escalated concerns and complaints for internal/external clients• Effectively prioritize, research, analyze and resolve escalated issues in accordance with the Consumer Financial Protection Bureau, including high-risk transactions and time-sensitive matters• Continually trains and mentors fellow teammates and provides feedback to management • Regularly meets/exceeds departmental quality KPI’s and customer survey goals

• Responsible for resolving online bill payment issues, online fraud and escalations• Acted as a liaison between client and 3rd party billers to resolve outstanding payment matters• Communicate reported errors and issues with bill pay vendors and 3rd party online bill pay system with department and management• Troubleshoot communication errors between financial management software and online billing system

• Assist customers with all aspects of online banking and personal/small business financial management software via phone and email• Mentoring of new hires and current staff to ensure knowledge of current policies, procedures, products and services• Facilitate training and development for new Tier II & III consultants from training to a live call-center environment • Responsible for creating and updating department’s training and procedure manuals• Identify and troubleshoot issues, test systems and new enhancements, and effectively communicate findings/results to partners and management

• Responsible for online banking troubleshooting and assisting clients with account inquiries via telephone and email in a fast-paced, high volume call center• Enhances client relationship by identifying needs for personal financial products and services in a timely manner• Recognized for providing exceptional customer service and meeting/maintaining sales referral and quality goals