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Compliance Officer Resume Example

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COMPLIANCE OFFICER
Career Focus
Results-driven and well qualified leader with extensive experience in Compliance, Operational Risk and Customer Experience for Consumer and Corporate Banking, Consumer Finance and Investment Products. Strongly self-motivated, results-oriented, and dedicated to professional achievement. Proven ability to gain the confidence and trust of peers and clients. Sharp and creative problem solving and needs assessment skills. Perform effectively in fast-paced, deadline-driven working environments. Fully bilingual English-Spanish.
Professional Experience
01/2014 to 07/2015
Compliance Officer Popular Securities － San Juan, PR
  • Conducted OSJ Inspections and Annual CEO Certification of the Firm's Supervisory Control System.
  • Ensured any observations and findings are escalated and monitors corrective actions plans.
  • Managed the Compliance Program including service provider oversight, training, regulatory developments, regulatory examination processes and surveillance and monitoring functions.
  • Monitored compliance component of business unit's policies and procedures to ensure that sufficient controls are in place to meet regulatory requirements.
  • Partnered with Wealth Management business units for design and review of regulatory requirements for marketing materials.
  • Management and primary liaison for internal and regulatory Audits: PR Office of the Commissioner of Financial Institutions and SRO, FINRA.
  • Conducted periodic reviews of implemented procedures to assess level of risk mitigation, checks and balance integrity, and industry best practices.
04/2013 to 01/2014
VP Doral Bank － San Juan, PR
  • Operations and Control Procedures Managed the PR Growth In Business Control functions for Retail Banking, Mortgage Operations, Servicing, Loss Mitigation and Middle Office functional units.
  • Ensured timely identification and escalation of issues and recommendations to senior management, and keep the PR Operations EVP leaders abreast of area audits, events, external and internal reviews, requests received from investors and / or regulatory agencies and the status of audits findings.
  • Analyzed audit results and establish an adequate corrective action plans.
  • Drive identification of root cause of identified issues.
  • Responsible for the development, validation, management & oversight of the Self-Assessment Process/ Quality Control Process for to ensure adherence to corporate policies and procedures.
  • Validated the adequate implementation of key initiatives rolled out by the business.
  • Actively coach and develop staff in key risks.
  • Compliance with Bank Secrecy Act (BSA) and financial industry regulations and all local and federal applicable legislation.
06/2011 to 11/2012
SVP, Customer Care Manager Costa Rica
  • In-country Customer Advocate to represent the customer in all interactions and initiatives.
  • Manage complaints, Executive Response Unit, ensuring resolution and notification processes are in place and accomplished.
  • Maintained relationship with local regulatory Consumer Protection Agencies and other regulatory entities on customer interaction.
  • Understand customers and prospects to determine the drivers for satisfaction to: focus on understanding and communicating customers and prospects needs, perceptions and experiences with Citibank, its competitors and the market; to enable the organization to create solutions and to enhance current performance in the eyes of the customer.
  • Developed Service Models for market segments such as Citigold (Affluent), Retail, Institutional Clients Group, Local Commercial Bank, Premium and Mass customers.
  • Achieved Reduction of 68% of aged regulatory complaints, closed audit business issue while establishing new procedures for complaint management, tracking and quality control.
  • Achieved Reduction of 50% in regular complaints by enhancing procedures, identifying customer needs and product development with Management.
  • Executed a strategic plan to improve customer satisfaction at Regional Call Center with an average of 225,000 calls per month.
  • After six months of implementation service representative's standards were above 80%, One Step Resolution calls increased by 40%, overall satisfaction indicators improved by 35%.
  • Developed Customer Care Dept.
  • from customer service unit to an executive Unit for: Oversight and Monitoring of Service Models, enhanced MIS and indicators, Training on Customer Satisfaction, Handling Resolution, and other service relevant topics as needed by business units as a result of NPS, CS&LM metrics.
11/2009 to 11/2012
  • Operational arm of the Country Corporate Officer's (CCOs) by managing the operational risk management function for Retail and Corporate businesses within Central America.
  • Assessed control monitoring routines to ensure sustainable processes are in place for the ongoing reporting and evaluation of risks, enforcing action plans and ensured compliance and prevention of legal and regulatory risks, fraud and franchise risks.
  • Established testing and monitoring tools to ensure an assessment of regulatory, financial, franchise reputation and consumer risk is complete and the implemented product serves to minimize the potential for compliance risk exposures.
  • Developed a control awareness culture embedded across the organization after the acquisition of two major banks within the region.
  • Active contributor and consultant at the Regional and Country Business Risk Control Committee, Country Control Audit and Compliance Committee, and other relevant forums.
  • Shared best practices across the six countries within the region.
05/2007 to 10/2009
SVP, Senior Compliance Manager Citifinancial
01/2005 to 01/2007
VP Examination Manager Citicorp Financial Services Corporation
  • Developed compliance strategy, sets the tone and direction for the compliance program for 77 branches network in Puerto Rico, coordinated the activities of the compliance program and provided guidance on compliance issues to Senior CFNA business units staff.
  • Directed and established monitoring & control mechanisms to ensure adherence to federal and state laws as well as Citigroup corporate compliance policy and procedures.
  • Streamlined processes and directed the teams to take on several US support roles (e.g., in collections).
  • Ensured proactive analysis and trends are performed by all groups within the Compliance Department.
  • Provided guidance to the business regarding legal and regulatory policies and practices and initiatives of the business.
  • Promoted escalation of issues and recommendations to senior management and manage implementation of approved enhancements and initiatives.
  • Supervised, coached and developed staff in areas of Compliance, Audit and Fraud.
  • Maintained robust compliance program to adhere to Fair Lending Rules, HMDA, FCRA, SCRA.
  • Accountable for Audit regulatory (FRB, OCIF) and corporate engagements (ARR) deliverables assessment including coordination of audit meeting and preparation of findings responses, corrective action plans and issue/CAP management.
  • Implemented action plans to improve compliance with Fair Lending, SCRA, Flood Insurance and FCRA.
  • Successful reviews on 2009 with the FRBNY, OCIF, BSA, DMR, and CQR.
  • Managed the Risk Control Self Assessment (RCSA) programs for brokerage and banking products servicing for affluent client segment (IPB) across Latin America (11 countries) offshore customers and the US domestic market.
  • Managed the Client Experience Unit to ensure product planning, development, and marketing were aligned with compliance and service standards.
  • Achieved satisfactory ratings on regulatory (FINRA) and internal audits: Audit & Risk Review with a Satisfactory rating on RCSA effectiveness and overall Satisfactory rating for the business.
  • Coordination with business process owners; maintaining strong control processes in compliance with all applicable laws, regulations and corporate policies from 11 countries, covering all major countries from Central to South America.
  • Assured that Senior Management were fully informed of significant AML, KYC, Suitability, Trading and Sales Practices issues on a timely basis.
  • Maintained awareness and implement business and product control programs to comply with FINRA Rules, SEC Regulations, AML, KYC, Suitability and Sales Practices.
  • Lead the Interaction Team in charge of building new infrastructure and process implementation in compliance with FINRA Rule 3010.
  • Built the training for the implementation of new Interaction Model; trained all CSFC employees and Wealth Management partners from countries with 21 sessions delivered.
01/2004 to 10/2015
Wells Fargo Bank － Portland, Oregon
  • Support the Compliance Risk Lead and team with Compliance Risk program work and related risk tools (CICAT, CRAS+, SHRP, RCSA,) and management reporting.
  • Identify and assess regulatory risk issues and assign risk ratings consistent with established policy standards.
  • Assess Corporate Staff Group (Audit, Law and Corporate Risk) procedures to comply with regulatory and operational requirements Partner with the businesses by providing compliance and operational risk expertise.
  • May consult on projects and initiatives with high risk to identify and mitigate regulatory and/or operational risks in business activities.
  • Manage, coordinate and participate in the production of periodic compliance and/or operational risk performance metrics for senior management.
  • Oversee the line of business compliance programs to ensure appropriate acceptance, evaluation, testing, and timely identification and remediation of risks Consult with businesses to develop corrective action plans and effectively manage change.
  • Participate in other projects that support the three departments and/or the team as needed.
01/2003 to 01/2005
VP
01/2000 to 01/2003
VP, Compliance Officer
01/1996 to 01/2000
VP, Operations Control Manager Treasury/Retail
10/1994 to 11/2012
Senior Compliance Manager Citigroup － San Juan, Puerto Rico
01/1994 to 01/1996
Citibank's Relationship Officer
Designated AML Officer Broker Dealer
Education
MBA: Marketing Management Interamerican University of Puerto Rico Marketing Management
BBA: Marketing Management University of the Sacred Heart － San Juan, PR Marketing Management
FINRA Licenses - Series 6 & Series 7 General Securities Representative Extended trainings on Anti-Money Laundering and Regulatory Compliance ABA Certified Regulatory Compliance Manager Certification (CRCM) In progress 62/81 credits ACAMS Member South Florida Chapter
Skills
balance, banking, business process, Call Center, coach, consultant, Client, Clients, customer satisfaction, Customer Satisfaction, customer service, Customer Care, direction, drivers, senior management, Senior Management, Financial, focus, functional, Insurance, internal audits, Latin, Law, legal, Regulatory Compliance, managing, management reporting, marketing, market, marketing materials, Money, Office, MIS, monitors, network, product planning, policies, PR, processes, product development, progress, Quality Control, reporting, Retail, risk management, Sales, Securities, strategy, strategic, Supervisory, validation, Wealth Management
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Resume Overview

Companies Worked For:

  • Popular Securities
  • Doral Bank
  • Costa Rica
  • Citifinancial
  • Citicorp Financial Services Corporation
  • Wells Fargo Bank
  • Treasury/Retail
  • Citigroup

School Attended

  • Interamerican University of Puerto Rico
  • University of the Sacred Heart

Job Titles Held:

  • Compliance Officer
  • VP
  • SVP, Customer Care Manager
  • SVP, Senior Compliance Manager
  • VP Examination Manager
  • VP, Compliance Officer
  • VP, Operations Control Manager
  • Senior Compliance Manager
  • Citibank's Relationship Officer
  • Designated AML Officer Broker Dealer

Degrees

  • MBA : Marketing Management
    BBA : Marketing Management
    FINRA Licenses - Series 6 & Series 7 General Securities Representative Extended trainings on Anti-Money Laundering and Regulatory Compliance ABA Certified Regulatory Compliance Manager Certification (CRCM) In progress 62/81 credits ACAMS Member South Florida Chapter

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