Amanda Garza
Jacksonville
Summary
Results-driven Business Risk and Control Officer with expertise in process improvement, data analysis, and cross-functional collaboration. Proven track record of streamlining operations and enhancing service delivery through effective communication and risk management strategies.
Overview
17
17
years of professional experience
Work History
Business Risk and Control Officer
Citi
Jacksonville
2021.05 - Current
- Streamlined operational processes by collaborating with cross-functional teams to enhance overall effectiveness.
- Analyzed data to identify trends, enhancing service delivery outcomes.
- Developed comprehensive training materials for onboarding new staff members.
- Facilitated interdepartmental communication, resulting in improved workflow efficiency across departments.
- Assisted in implementing risk management strategies and protocols to strengthen compliance and mitigate risks.
- Conducted regular audits to ensure adherence to company policies and standards.
AML KYC Manager
Citi
Jacksonville
2017.10 - 2021.05
- Coordinated with cross-functional teams to resolve complex customer needs, enhancing service delivery.
- Managed program oversight for business as usual and refresh processes, ensuring seamless global migration.
- Liaised with compliance department and senior management, aligning compliance strategies across supported business units.
- Provided management information system reporting to senior management, ensuring target delivery within established timelines.
- Maintained ‘book of work’ for new system releases and enhancements to existing infrastructure.
- Operated effectively with minimal direct supervision.
Talent Acceleration Program
Citi
Jacksonville
2016.06 - 2017.10
- Directed daily workflow for small team of associates while assuming leadership responsibility.
- Identified operational problems affecting departmental functions, ensuring adherence to established procedures.
- Resolved operational issues for supervised team, addressing variations that could impact organizational performance.
- Leveraged knowledge across operations teams to improve understanding of assigned areas and facilitate collaboration.
- Evaluated subordinates’ performance, recommending pay increases, promotions, and terminations to maintain adequate staffing levels.
Fraud Analyst
Citi
Jacksonville
2014.10 - 2016.06
- Trained new hire class, co-facilitated two three-week segmentation trainings, and evaluated processes for improvement.
- Collaborated with peers and managers to communicate fraud trends, share best practices, and identify process improvements.
- Ensured team productivity exceeded company targets by utilizing expert knowledge and coaching abilities to create a self-sustaining, high performing, competitive team.
- Managed, monitored, and coordinated fraud risk management projects for the department, including Mobile Wallet SME, Eclipse, and The Knowledge HUB.
- Effectively communicated results from various projects via face to face and conference calls to Project Managers and the Senior Leadership Team.
- Recommended process and procedure changes, supporting projects to enhance bank’s overall deposit risk program.
- Maintained and often exceeded established standards for Fraud Early Warning and coached outliers to the same standards.
Everyday HERO Customer Service Advocate
Citi
Jacksonville
2012.10 - 2014.10
- Mentored New Hire class, guiding agents through scenarios and addressing questions during live calls, contributing to their successful integration.
- Coached clients towards superior service, focusing on one call resolution while delivering valuable products and services to enhance credit card experiences.
- Achieved aggressive sales targets while meeting or exceeding customer expectations.
- Developed strong customer relationships to drive sales and encourage repeat business.
- Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.
Fraud Analyst
Citi
Jacksonville
2011.07 - 2012.10
- Led New Hire class and evaluated processes for continuous improvement.
- Maintained and often exceeded established standards for Fraud Early Warning.
- Monitor real-time queues and identify high-risk transactions within the business portfolio.
- Interacted with banks and customers to validate information, confirming or canceling authorizations as necessary.
- Resolve customer issues within the scope of existing service level agreements.
- Ensure confidentiality of all information collected during the investigation.
- Analyzed accounts and transaction patterns to identify existing fraud trends.
Credit & Risk Early Warning
Citi
Jacksonville
2009.10 - 2011.07
- Evaluate credit applications through financial statement, ratio and cash flow analysis.
- Evaluated the financial strength of borrowers to determine risk and repayment capacity.
- Determined credit-worthiness of customer and established credit lines.
- Conducted investigations and followed procedural requirements prior to making credit decisions.
- Monitored calls and provided constructive feedback as Focal for Client Experience Team, enhancing customer engagement.
- Designated as the Team Coach to provide peers with constructive feedback to minimize process issues and financial loss to the business.
- Maintained detailed records of customer interactions, ensuring accurate tracking of transactions, comments, inquiries, and complaints.
- Explained credit decisions to card members through direct communication, fostering transparency and trust.
Education
High School Diploma -
Orange Park High School
Orange Park, FL2006-05
Skills
- Risk management
- Compliance oversight
- Risk assessment
- Data analysis
- Process improvement
- Program management
- Reporting and documentation
- Performance evaluation
- Team leadership
- Cross-functional collaboration
- Problem solving
- Effective communication
Timeline
Business Risk and Control Officer
Citi
2021.05 - Current
AML KYC Manager
Citi
2017.10 - 2021.05
Talent Acceleration Program
Citi
2016.06 - 2017.10
Fraud Analyst
Citi
2014.10 - 2016.06
Everyday HERO Customer Service Advocate
Citi
2012.10 - 2014.10
Fraud Analyst
Citi
2011.07 - 2012.10
Credit & Risk Early Warning
Citi
2009.10 - 2011.07
High School Diploma -
Orange Park High School