Kathy S. Email and Phone Number

· Reading and understanding regulations, regulatory guidance and laws that apply to credit and prepaid cards· Identify and evaluate risks associated with processes · Work with the business to develop risk mitigation strategies to close gaps identified · Develop the audit scope including testing and sample size· Writing the audit report and communicating the outcomes to the business· Annual review and update of the Audit Plan to incorporate new rules, regulations, audits and testing scenarios· Educate business departments regarding the rules, regulations and laws that pertain to their area· Training newly hired staff in the Compliance and Audit department· Reporting to Executive Management and CEO on audits completed · Consultant to the business for Compliance and Audit

· Manage department service levels· Train new hires for customer service representative position· Assist in creation and implementation of the training program· Write and update procedures on Robohelp (software containing procedures)· Write and communicate performance reviews· Monthly call monitoring of all staff

SECURITY SPECIAL PROCESSING REPRESENTATIVE| CITIBANK| 1993-2007· Monitoring and reporting fraud transactions to Visa and MasterCard· Processing restitution and indemnity payments· Monthly auditing of fraud dispute cases for 200 representatives· Writing new and updating existing procedures for multiple processes· Identifying, reporting and working with the business to resolve systemic issues in daily processes· Identifying and improving inefficiencies and effectiveness of existing processesVARIOUS AREAS AS A REPRESENTATIVE| CITIBANK| 01/85-1993· Payment processing – data entry· Customer Service Correspondence – all types of mail from address changes to billing disputes· Customer Service Telephones – cardholder calls· Good Faith Collections – Resolving billing disputes that are beyond regulatory timeframes · Exception processing – miscellaneous back-end reports and functions· Billing disputes – working all types of billing disputes on credit card accounts· Training coach for new hire trainees into Customer Service correspondence