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LeddenC16
- 1. CHRISTINE R. LEDDEN christineledden25@yahoo.com 302.357.1008 OBJECTIVE To seek a position that will utilize my skills and experience to effectively contribute within the company and expand my career. PROFILE • Top performing professional within banking/finance in world-class industries. Skills include: Compliance Data review and analysis AML Account activity monitoring Fraud detection Client liaison Claim submittals Premier Services Credit Priority Services Client Education Customer Assistance/Satisfaction • Experienced with Excel, SAR Reporting, MOC, TSYS, and KYC within Bank of America Fraud Areas. • Career progression reflects promotion through responsible positions gaining a comprehensive slate of skills and knowledge to minimize exposure and protect corporate assets. • Recognized as a 9 time Master Artist submitting 398 “Masterpiece” ideas for continuous improvement. • 90 “Masterpiece” process improvement suggestions implemented successfully to date. • Recipient of numerous written commendations for Customer Service Excellence. • Flexible, highly productive, and adaptable professional with a strong work ethic. • Consistently exceeds established goals. PROFESSIONAL EXPERIENCE BANK OF AMERICA – NEWARK, DE 8/14-PRESENT Business Analyst Contractor – Global Financial Crimes Compliance (8/14-Present) Execute SAR reporting for cases including bust-outs, check kiting, rapid utilization, money modern mechanics, internet scams, synthetic fraud, and self dealing. • Maintained threshold under 20 days exceeding corporate expectation. SALLIE MAE – NEWARK, DE 12/13-8/14 Collector I (Interim Position) Executed 90-day collections of past due student loan accounts, with an initial start at collecting 150-day past due loans. Consulted with clients providing individualized solutions and program recommendations for reduced interest rates, lower payments, and extended loan terms. BANK OF AMERICA (Formerly MBNA America) – NEWARK, DE 1989-2013 Senior Credit Analyst – Existing Customer Credit Relations (5/12-6/13) Responded to client requests for credit increases. Reviewed credit histories and associated financial files to identify delinquencies, debt volume, and debt structure. Approved/declined lines of credit accordingly to mitigate risk and minimize bank exposure. Referred clients to debt management and payment program solutions. Credit Acquisition – Retail Credit (7/11-5/12) Perform instant credit decisioning for potential retail credit customers. Analyze credit reports and client financial history to determine risk. Set credit line limits. Mitigate exposure with contingent liability analysis. Senior Credit Analyst - Small Business Lending (4/11-7/11) Rendered credit decisions for small business credit card applications. Made judgmental credit decisions. Utilized personal credit bureaus and business credit reporting to approve/decline credit and set credit limits. Credit Acquisition (10/10-4/11) Performed same functions as position above. Rapid career movement reflects Task Force participation.
- 2. CHRISTINE R. LEDDEN PROFESSIONAL EXPERIENCE (CONTINUED) BANK OF AMERICA/MBNA AMERICA (Continued) Senior Credit Analyst – Existing Customer Credit Relations (1/09-10/10) Performed same functions as Senior Credit Analyst position listed above. Priority Services Relationship Manager (10/06-1/09) Provided high-level service to key VIP accounts. Received and handled requests for Travel Advisories, Concierge Services, as well as account maintenance and inquiries. Utilized confidentiality, private practices, and discretion to assist this unique client business portfolio. • Legacy System Transition team member (2006-2008). Educated/mentored Bank of America colleagues through acquisition and transition phase. Premier Services Relationship Manager (3/05-10/06) Provided dedicated high-level service to Merrill Lynch and Charles Schwab direct customers. Processed credit requests, fund transfers, card balances, and travel authorizations ensuring 100% issue resolution. • Exceeded established contractual Affinity Group service levels. Customer Service Representative (10/04-3/05) Serviced Endorsed and Non-Endorsed Affinity business customer relationships. Performed traditional account maintenance functions. Investigated/resolved billing disputes and general card holder requests. • Cross-sold value added products including Credit Protection, Privacy Assist, American Express cards and balance transfers. Fraud Services Representative (5/02-10/04) Monitored account activity and identified fraudulent card transactions. Submitted fraud claims and point of sale authorizations to minimize bank exposure. Interfaced between card holders and merchants. Provided card holder overrides. Used Lexus/Nexis, Desktop/Superstation, and Mainframe 3270 systems. Customer Assistance Account Manager (2/98-5/02) Supported the Estate Department and CCCS Debt Management business portfolios. Performed collections for accounts in 30 – 150 day delinquency status. Educated customers regarding legal debt payment obligations. Developed/executed fair and equitable payment solutions. • Awarded “Million Dollar Club” for collection excellence. Customer Satisfaction Representative (12/89-2/98) Serviced affinity and non-affinity account customers. Responded to requests for account maintenance and issue resolution. Facilitated customer listening sessions. Provided direct support to Bank Officers fulfilling telephone customer service duty obligations. Additionally assisted the Fraud Help Line with incoming calls and problem resolution. • Designed and participated in Team Mentor Program educating peers. • Selected to provide facility tours for prospective Affinity Groups. • Promoted to Team Assistant Manager in Customer Satisfaction. Telesales Telemarketing Representative (5/89-12/89) Performed Affinity and Non-Affinity credit card acquisition services. Executed inbound/outbound sales calls to build the Affinity Group and Non-Endorsed portfolio. EDUCATION Business Major – GROSSMONT COLLEGE – SAN DIEGO, CA Certificate of Completion – LEWIS TIMBERLAKE SELLING SKILLS
- 3. Certificate of Completion – SHAPIRO NEGOTIATION SKILLS