Sr Client Experience Analyst
Senior Customer Experience Analyst – Citigroup, CI Wealth• Reviewed escalated customer complaints ensuring compliance with governmental regulations and bank policies • Identified enhancements to improve overall service based on feedback generated from customers and colleagues• Collaborated with Senior Management implementing procedural updates for compliance and new banking regulations• Designed resolution tactics to resolve severe customer experience faults that posed risk to the to the bank • Developed and maintained strong partnerships with customers and vendors identifying solutions to resolve pain points• Served as Subject Matter Expert (SME) for implementing internal servicing applications for customer facing lines of business Quality Analyst – CitiMortgage/CitiCards• Created system queries validating loan level information was entered in accordance with bank and regulatory requirements• Developed coaching opportunities from recorded audio interactions between bank associates and customers • Resolved quality disputes submitted by management providing specific bank policy, procedure, or regulatory documentation• Conducted quarterly business reviews with executive leadership to showcase data analysis, risk resolution, and results delivered Identity Fraud Quality Specialist - CitiCards• Performed call monitoring ensuring adherence to bank and regulatory requirements• Re-scored manager disputes to validate original call review(s) and/or correct dispute(s) if not upheld • Provided quality customer service while analyzing and researching accounts
