Audit Confirmation Specialist, 11/2015 to 02/2016
KForce Temporary Staffing via JPMorganChase – New Castle, DE
- Responsible for processing auditor requests on behalf of Private Bank clients.
- Interpret various requests to ensure the response is an accurate reflection of the client\'s account information.
- Interact with Client Service partners to assist with issues and provide guidance on the process.
Risk Control Self Assessment, 05/2014 to 07/2014
KForce Temporary Staffing via JPMorgan Chase – Wilmington, DE
- Investigate or report questionable test results.
- Monitor testing procedures to ensure that all tests are performed according to established item specifications, standard test methods, or protocols.
- Involved in developing of test scripts based upon business requirements and processes.
Financial Research and Adjustment Specialist, 01/2010 to 05/2013
Citibank North America (CBNA) – New Castle, DE
Conducted investigations within the established regulatory
compliance to prevent loss from fraud, terrorism and/or scams.Established and
ensured compliance with departmental standards and processes are met to
increase productivity while maintaining client satisfaction.Managed
production dashboards for tracking, monitoring and reporting issues relative to
incomplete transmission sent daily to the Federal Reserve Bank. Handled customer calls related to account maintenance requests, account activity, product services Handle escalated customer issues and provide a satisfactory resolution
Preserved fee income and issued monetary adjustments (debits and credits).
Global Transaction Global Transaction Senior Investigator , 08/2005 to 01/2010
Citibank North America (CBNA) – New Castle, DE
Billing Subject
Matter Expert for entire DE/NY Corporate client base in providing resolution to
all billing discrepancies and inquiries.Lead
Representative Trainer for RCSA Testing (Risk Control Self Assessment) for audit
purposes; internal control and compliance
Require all
appropriate elements of the financial services industry to report potential
money laundering/ fraud.
Instrumental in
the migration of Capital Confirmation process of year end audits to decrease
heavy volume from manual input to an electronic input.
Key person for
resolutions strategies concerning escalated investigations for corporate
clients.
Collaborated with Service Officers, Service
Managers, Sales Representative and internal and external for a client satisfaction.
Addressed inquiries by retail credit card customers and processed financial adjustments to accounts. Assistant Manager, Cash Management Services , 12/1994 to 08/2005
Citibank North America (CBNA) – New Castle, DE
Managed a team of 4 Customer Service Representatives and assisted with their daily work as well as other responsibilities while maintaining a high profile
account base.
Point of contact for time off. Provided feedback to Senior Management during weekly team meetings concerning assigned Representatives daily functions, process improvements ideas, facilitated team meetings, monitor performance and provided development actions plans for escalated inquiries. Created PCM (Payment and Cash Management)
Manuals for New Hires. Was awarded New Hire Training Specialist for knowledge of banking products and services.
Responsible for accurately processing up to
million dollar payments for Fortune 500 clients as well as recovery of missing or delayed US and foreign currency funds transfer wires.Accountable for communicating suspected document
fraud and discrepancies to Senior Management.Ensured client\'s incoming authorized signer\'s
cards and documents were assigned, scanned and processed accurately into the
Corporate Document Management System. Resolved product or service problems by
clarifying the customer\'s complaints, determining the root cause.Member of People Satisfaction Committee designed
to enhance morale and performance of Customer Service Representatives.Tasked with creating
training documents to present to Senior management for approval for usage across Client Delivery. Implemented process flows for various Cash Management services.
Cash Management Representatve, 01/1990 to 11/1994
Manpower Temporary Staffing via Citibank North America (CBNA) – New Castle, DE
Provided support for Customer Service
Representatives with daily functions answering phone, taking detailed
messages, fax documents, sort and delivered mail, researched incoming
inquiries via email or telephone. Processed Electronic Funds transfers. Accurately and efficiently handled customers
transactions and inquiries.
Performed daily reconciliation on customers accounts. Was recognized for Leadership and promoted to Assistant Manager.
