SAR (Suspicious Activity Report) Quality Assurance Specialist:Responsible for ensuring Citigroup’s within compliance for Anti-Money Laundering (AML) regulations both domestic and global transactions by reviewing all retail and subpoena SAR case investigations submitted as a suspicious transaction to the Citi (SAR) Suspicious Activity Report Database.Quality Audit and Process: Review the cases, transactions completeness and ensure accuracy. Also validate compliance with regulatory, internal/external audit and procedural requirements before filing a SAR to the National FinCen Database.Coaching & Mentoring: Provide constructive feedback to Citi Retail Anti Money Laundering operations personnel for continuous improvement, training and quality assurance initiatives.Accomplishments: Mentoring new employees and staff on process, procedures and documentation errors. This procedure saved time, errors, communication and frequent changes required before filing. This reduces errors, increase filing time and significant gain in productivity.Retail Bank AML Officer:Perform enhanced Due Diligence reviews for high risk commercial and consumer retail bank customers based on KYC (Know your Customer) and AML standards. Customer Relations: Ensure all due diligence on investigation and transactions monitoring related activities prior to reporting findings to upper management and the case management system.Processes and Support Documents: Assist in process improvement work sessions in reviewing Know Your Customer (KYC) profiles via internal database. Research transactions and documentations through the Financial Center, Lexis/Nexis, AML Brio Database, File/Maker Pro and Filing SARs.Accomplishments: Recipient of Praise Award and multiple Rave Awards over the last (2) years for exceeding management expectations and providing exceptional customer and client service. Active Member of the Optimization Team Commissioned to validate new alert processes for Citi.

Respond to multiple requests via mail, fax or email from customers, clients, attorneys or other agents to re-title customer accounts, close accounts, or research for documents.Legal Process Documents: Ensure all legal documents are received prior to releasing client information in accordance with Bank of America process and standards. Customer Relations: Execute daily queue of Internet inquires to determine necessary course of action. Resolve actionable items by processing monetary and non-monetary adjustments to cardholder accounts depending on situation and circumstances. Also perform routine Customer Service functions for customers including and not limited to account reissue, account closures and resolution of fraudulent activities in accordance with bank policy. Excellence: Received two team player awards for going above and beyond designated duties as well as exceeding business expectations.Active member of Bank of America Toastmaster group

Respond to both written and verbal inquires from cardholders regarding merchant and fraudulent transactions. Customer Relations: Analyze the validity of cardholder requests searching for possible resolutions under the guidelines established by MasterCard, Visa and Federal regulations and requirements. Correspond with cardholders both written and verbally regarding the resolution of their inquiry in accordance to bank policy. Process monetary and non-monetary adjustments to cardholder accounts.

Trained security administrators and monitored newly implemented time tracking systems in support of the Transportation Security Administration (Homeland Security) responsible for airport security. Duties required extensive on-site training in various airports within the US. Overall goal was to implement and enforce strict timekeeping techniques that will reduce and control airport security labor costs by 25%.Trainer/Facilitator: Provided initial training for security personnel responsible for time and attendance recording for all airport security employees. Traveled to various airports, orienting security managers on the Timekeeping program, KRONOS, and its importance in visible impact on Homeland Security costs. Delivered ‘Train-the-Trainer’ curriculum, certified trainers, and identified performance issues. Trained airport Administrators, Managers, and Supervisors on the KRONOS software and its implementation procedures.Assignments were suspended pending further government funding.

Worked closely with first-line customer service representatives to resolve problems and retain satisfied customers. Researched recurring problems to determine whether or not process changes should be considered, and when appropriate, coordinated with involved bank staffs.Troubleshooter: Researched all referred or repetitive problems to identify Root Cause Analyst requirements. If appropriate, coordinated the involvement of Customer Service and Operations management to determine if procedural changes were required to prevent recurrence. Always able to bring the involved decision-making groups together so as to create a cohesive problem resolving team, and follow the issues through to a satisfactory conclusion. Within six months of becoming directly involved in problem management, was able to reduce system related issues 40 %.Customer Relations: Enjoyed excellent spontaneous rapport with call-in customers. Through a hands-on working knowledge of the banking system, was able to quickly empathize with the customers' individual problems, and assured them that steps would be taken to correct the situation. By explaining what probably happened, or what could have happened on the customer side of the issue, and assuring the customer that it was a common error, was able to put the customers at ease, and developed win-win situations.

Supervised 10-15 employees in the Call Center Department. Monitored incoming calls to Customer Service Representatives, evaluating problem determination and resolution of customer issues. Provided feedback, and any special training requirements of individual representatives, to team managers; distributed written evaluations and observations the executive management. Training: As part of the installation process of the newly designed Call Center quality program, acted as liaison with customers and to determine their perception and satisfaction with provided service. Based on customer comments, identified training needs as they related to individual projects; developed and coordinated methods of implementation, which included training presentations and documented procedures. Once fully implemented, resolution of priority calls within 24 hours increased significantly, and daily routine calls reached a 94 % efficiency, which exceeded established goalsCustomer Relations: Worked closely with customer follow-up to ensure that satisfaction of their needs was a primary perception. Received the Wachovia Star Award and two Employee Recognition Awards for exceeding customer satisfaction expectations.

Tested MICR codes on checks to verify that authentic ink and resolution was used and maintained a quick retrieval database for recording evaluated instruments’ activity and development. Provided MICR specifications to customers in the event products failed to meet compliance standards.Customer Relations: Worked closely with customers to make sure they understood that the reason for strict compliance in check specifications was a primary factor in their protecting themselves from fraud. Increased customer awareness as to the requirements and processes needed to make a proper check. Gained excellent customer response and rapport through what could have been a burdensome program for the customers.Quality Assurance: Through management and distribution of front-line evaluations, was able to significantly reduce the rejection rates of checking accounts within the Chase Manhattan Bank environment. Data that was collected and archived during this program has proved to be very helpful in similar follow on processes.

Senior Operations Specialist: As console operator, executed a variety of batch jobs for internal and external customers; maintained data quality records and provided corrective input where needed. Quality Support: Served as backup Support for the Workflow Coordinator, and department Supervisor. By maintaining error records, was able to provide detailed information as to frequency of occurrences, and probable causes.Training: Trained new employees on bank operations procedures and departmental functions; provided hands on training reviews to individual employees at their workstations.