Head of Onboarding and First Line Monitoring (FLM) will ensure that all processes and procedures are of high quality, efficient, and compliant with local and global regulatory requirements. The head is responsible for leading members that manage teams of skilled, highly motived staff analysts, while managing the day-to-day workflow quality and execution of activities. Day to Day•Develop and continue to mature the Onboarding and FLM teams and the overall DLL US organization in this area through training, education, developing action plans and executing any remediation work deemed necessary by 2nd Line of Defense (2LOD), auditors, regulators. •Develop strategic direction and ensure effective production execution of CDD/EDD onboarding as well as other required and aligned functional activities for COB and AML-KYC execution. •Ensure timely and quality FLM processes and products in compliance with regulations and DLL policies / standards. Ensure quality reporting to all relevant committees and stakeholders.•Identify needs and implement solutions for strategic and automation improvement in the department. Support global initiatives and ensure effective implementation in US operations. Initiate, support, and/or coordinate region wide (Continuous Improvement) projects necessary to continuously improve internal performance & customer experience.•Maintain close alignment of processes and deliverables with commercial organization, sales support, booking & funding teams, US / Group Compliance, Audit, and other Global AML-KYC stakeholders•Maintain & improve quality through involvement with internal / external audits and collaboration with other members of management, functional teams and global partners on quality-related initiatives•Prepare budget input for business plan needs, perform annual departmental personnel review, and provide salary recommendations. Responsible for interviewing departmental hiring prospects

The primary tasks of the Client Onboarding team is to establish, communicate and execute processes for on-boarding and maintaining clients and "other parties" as aligned with AML policies and procedures as documented by the Compliance Department. Specifically the Client On Boarding Team ("COB") is responsible for reviewing the KYC submitted by the Relationship Manager for completeness and accuracy. The Client On-boarding Team Leader will be required to oversee the day to day process of on-boarding clients through a complex internal infrastructure that involves many different groups, people, forms, and applications. As a Team Leader I am responsible for ensuring every client file meets Rabobank’s internal KYC policy and procedures requirements. The objective of the Team Leader is to be the Subject Matter Expert for Client Onboarding and work with the stakeholders to streamline the onboarding process. My overall expectations is to contribute to the strategy and vision of the team. In addition to onboarding clients, Im also responsible for people management, assisting the team with projects, UAT Testing of KYC tool, and desktop procedure documentation, reviews and approvals.Other duties include:Continually seek opportunities for process improvement, efficiency, quality and control of client dataContinually develop team skills in the areas of client due diligence such as CIP, CDD, and EDD verification.Effectively manage Analysts' performance and productivityEffectively manage team’s career growth and aspirationsOrganize trainings for team with the Front Office to improve team’s product knowledgeMentor junior team members Liaise with Business, Compliance, Static Data, Tax and Legal for client data-related issuesKnowledgeable of the regulations such as the Bank Secrecy Act, The USA Patriot Act and OFACPrimary contact/lead for external and internal audit reviews

As a leader over Citi Private Wealth Management, I oversaw a group of 13 senior analyst who conducted due diligence on Citibank clients per AML/KYC federal and regulatory requirements. My analyst work with financial advisors and relationship managers to obtain CIP information from the client. Once that data was collected and input in the source system, it went to a risk supervisory officer for review. A huge part of my role was to ensure that team gathered the data timely, so the business could assess the risk of the client. Once risk was assessed it was the duty of the regional business head to determine if we wanted to maintain or exit the relationship with the client. In addition to managing senior analyst I was also responsible for the DAG escalations process; if a client complaint came to the business I had to review and ensure it was mitigated within-in 24 hours. Additionally, I served as the project leader over the DocuSign process. This process was implemented to assist with client outreach and communications. We leveraged a 3rd party vendor to send the client information via company letterhead concerning the AMLKYC process. With this process we also implemented mobile app updates that notified the client when we needed important information. Overall the project served to help the business communicate to the client more efficiently.

As a Risk Supervisory Officer, I served as a single contributor. It was my responsibility to review completed AML client identification information to insure it meet policy and procedural standards as well as federal and regulatory requirements. Upon review and based on the risk assessment, I determined if the business wanted to maintain or exit the relationship with the client. If the decision was made to maintain the relationship, we continued business with the client BAU. If the decision was made to exit the relationship, the clients information was sent to the Regional Business Head for additional review.

The Cosmos sync project involved creating system designed to help with the streamline process of the clients overall mortgage assistance experience by enhancing the SPOC agents system interaction and thus driving a better client experience. The Cosmos tool is designed to keep track of the clients review process of various liquidation and retention throughout the process - from the beginning to the end of the process.

Lead the home owner support team of 15 + agents to assist clients in times of hardship. The homeowner preservation department is designed to assist clients who have faced some life changing hardship enabling them from being able to maintain their mortgage. Agent's with-in home owner preservation work with the clients on various liquidation and retention options in order to help the client avoid foreclosure.

• Assisted unit managers in monthly evaluations of agent customer service performance through call monitoring and coaching• Conducted monthly performance reviews with agents to provide feedback and coaching tips to improve call quality with clients• Assisted agents with single point of contact liquidation and retention files by providing agents tools necessary to be successful which included: side by side training, prioritize work list, one on one call quality call reviews and daily performance feedback• Successfully coached low performing agents in the single point of contact roll and transformed them in top performing agents by using production data to address performance gaps• Utilize daily production data (excel format) to identify performance gaps as well as coach agents and prioritize workloads• Utilize daily huddles, weekly meetings, and monthly side-by-sides to address agent’s performance, organizational changes and department flashes that highlighted procedure updates• Conducted monthly recognition events to recognize agents for quality customer service.• Worked with the single point of contact voice of employee committee to address agent concerns

• Duties included managing a pipeline of 140 liquidation accounts in efforts to assist the clients with avoiding foreclosure• Assisted clients daily with various liquidation treatments and document collection for program review• Communicated information regarding liquidation program preapproval with authorized 3rd parties working with CitiMortgage clients• Work with a team of negotiators and investors to determine client eligibility for short sale and deed in lieu programs

• Managed and was as a mediator or code violations• Helped to address code violations on properties serviced by CitiMortgage and worked with a legal to abate fines• Helped monitor and manage safeguard properties vendors used by CitiMortgage to bring address properties that were issued code violations.• Assisted internal and external legal teams to fight code violation court cases to protect properties of interest• Helped create process and procedures (mortgage policy manual) for identifying low/high risk code violation accounts