Madeline Ballagas Miranda
Carolina
Summary
Dynamic financial compliance analyst with a strong focus on regulatory requirements and risk management. Expertise in analyzing complex data sets to identify suspicious activities and ensure adherence to anti-money laundering regulations. Strong analytical and communication skills complement a proven ability to thrive in fast-paced environments while fostering effective collaboration within teams. Recognized for adaptability and consistently delivering reliable results amidst evolving challenges.
Overview
10
10
years of professional experience
Work History
BSA Analyst
Oriental Bank
02.2024 - Current
- Conducted investigations and enhanced due diligence reviews of various customer types and industries.
- Facilitated communication between departments for efficient information sharing related to BSA/AML matters.
- Conducted investigations of transactions processed though bank processing centers to spot evidence of misconduct or neglect.
- Created, reviewed and analyzed customer transaction reports for purposes of satisfying Bank Secrecy and Anti-Money Laundering regulatory requirements.
- Reviewed alerts generated by transaction monitoring systems, ensuring accurate identification of suspicious activity.
- Consistently met deadlines for reporting requirements, adhering to strict regulatory timelines.
- Analyzed situations to determine how best to resolve issues posing potential risks to bank or customers.
- Managed a total of 25 cases per day to complete monthly goal of completing around 480-520 cases.
- Responded timely to questions from branches and departments regarding BSA customer alerts.
- Incorporated personal experience in reviewing and analyzing reports to recommend further investigation when appropriate.
- Utilized knowledge of bank products, policies and legal requirements to process work assignments within regulatory guidelines.
- Maintained detailed documentation of all investigative findings, providing clear rationale for case closure or escalation decisions.
Comercial/Customer Service Representative Agent
Banco Popular
03.2020 - 02.2024
- Provided information to around 80 customers daily regarding Banco Popular accounts, balances, transactions, among others.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Guided clients in navigating banking products and services, fostering trust and loyalty.
- Responded to customer requests for products, services and company information.
- Educated customers on different platforms the bank has to offer.
- Provided primary customer support to internal and external customers.
- Maintained current product knowledge to meet customer needs.
- Submitted claims and initiated damage appraisal to facilitate claims process for policyholders.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Explained very technical financial information to applicants in easy to understand language.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Loyola Intensieve English Program
Loyola University New Orleans
08.2015 - 05.2019
- Resolved international students problems, improved operations and provided exceptional client support.
- Monitored social media and online sources for different programs.
- Handled about 15 calls to address international students inquiries and concerns about Loyola Intensive English program.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Resolved conflicts and negotiated mutually beneficial agreements between students and teacher/program.
- Increased customer satisfaction by resolving issues and adding new ways to prevent and solve these issues.
- Developed team communications and information for Loyola Intensive English meetings.
- Worked with international students to understand needs and provide best service in campus.
Internship Student
Department Of Homeland Security
12.2018 - 01.2019
- Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
- Upheld strict security procedures to maintain data confidentiality.
- Enhanced collaboration between team members by taking clear notes to distribute to others.
- Worked closely with both Child Exploitation Groups and Cyber Forensic Groups.
- Learned about the process of newly arrived cases given to agents.
- Learned about the importance of the Cyber Forensic Group.
- Learned about the importance of social workers with each case.
- Had the opportunity to be taught on how task force tackle a case if necessary.
- Had the opportunity to watch a Forensic interview take place.
Law Firm
Lcd. Elle Diaz
05.2015 - 05.2015
- Helped sort documents and translate them.
- Communicated with immigrants to help them better understand the trail process or explain any documents given.
- Attend 5 trails to learn about interaction between immigrant and lawyer.
- Understand the criminal justice system.
Education
Master of Arts - Public Relations And Integrated Communications
Universidad Del Sagrado Corazón
San Juan, PR05.2021
Bachelor of Arts - Criminal Justice
Loyola University New Orleans
New Orleans, LA05.2019
High School Diploma -
Robinson School
San Juan, PR05.2015
Skills
- Complaint resolution
- Good listening skills
- Service standard compliance
- Bilingual Spanish/English
- Willing to give more to get the best results
- Strong work ethics
- Excellent customer service
- Teamwork and collaboration
- Problem-solving
- Critical thinking
- Analytical thinking
Languages
Spanish
English
Timeline
BSA Analyst
Oriental Bank
02.2024 - Current
Comercial/Customer Service Representative Agent
Banco Popular
03.2020 - 02.2024
Internship Student
Department Of Homeland Security
12.2018 - 01.2019
Loyola Intensieve English Program
Loyola University New Orleans
08.2015 - 05.2019
Law Firm
Lcd. Elle Diaz
05.2015 - 05.2015
Master of Arts - Public Relations And Integrated Communications
Universidad Del Sagrado Corazón
Bachelor of Arts - Criminal Justice
Loyola University New Orleans
High School Diploma -
Robinson School
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