Amy Haught

• Performed root cause analysis of production issues and proposed solutions for resolution.
• Communicated effectively between business units and IT departments in order to resolve any conflicts or misunderstandings.
• Ensured complete and accurate updates to information within the CitiKYC, based on record type, client type, trigger reason, etc.
• Maximized efficiency by effectively leveraging a variety of procedure docs and resources for optimal work quality
• Successfully handled complex client profiles like FUNDS/ERISAs, WHVs and Corporations while maintaining high standards of quality.
• Examined both internal and external resources to cross-check and confirm client information.
• Take responsibility for CitiKYC Profile and associated documentation completion from initiation to approval.
• Interact proactively with Compliance, Business Approval, Management and KYC REM to assure system update with information until final approval of CitiKYC. Meet establish daily targets for CitiKYC review and completion within Service Level Agreement timeframes.
• Demonstrated deep understanding of AML Global Know Your Customer Policy, mastered the application of AML Global Name Screening methodologies, and excelled in following SPF Standards.
• Identify and resolve policy and procedure issues by taking necessary steps, including submitting CCRs.
• Facilitates communication between Wealth Advisors, Relationship Managers, and other departments as a liaison for outreach items. Manages all NY/NJ region inquiries for Wealth Advisors under Charles Catalanotto's supervision through regular calls and prompt follow-up on outstanding questions.
• Took ownership of all identified issues within the wealth group, ensuring alignment between onshore and offshore operations.
• Demonstrated expertise in both topics by participating as a speaker and answering follow-up questions during Q&A at the AML Quality Week event.
• Nominated as MVP for April 2024

Responsible for various team lead activities, including but not limitied too:

• Improved precheck process by implementing new guidelines and expectations, resulting in enhanced quality control for my team.
• Created and assigned focal roles to team members.
• Generated various huddle topics, facilitated weekly defect reviews, and devised interactive team-building activities to foster collective growth.
• Developed a Coaching tracker for efficient sharing and collaboration between myself and UM to streamline SC write-ups at month end.
• Successfully composed level 2 overrides for insurmountable screening hits, employing alternative identifiers as per company guidelines. Showcased error-free performance throughout more than 2 years of experience in override writing.
• Hosted several virtual and in person team building activities
• One on one coaching weekly with makers struggling with quaity on the team. Created coaching form to follow to ensure during those coaching sessions we are working together to create smart goals and ensure the analyst is self identifying opportunity areas when possible and brainstorming ways to assist in their development in those areas.

• Consistently achieved above-average performance in reviewing Cards Customers CitiKYC Cases, surpassing both quality and production department benchmarks.
• Confirmed client information by collating and reviewing data from internal and external sources.
• Responsible for managing the CitiKYC Profile and ensuring completion of associated documentation from initiation to approval.
• Proactively engaging with Compliance, Business Approval, Management, and KYC REM to ensure timely system updates with information until final approval of CitiKYC.
• Met daily targets for CitiKYC review and completion, ensuring adherence to Service Level Agreement timeframes.
• Maintained consistent application of AML Global Name Screening, CIP, and SPF Standards.
• Raised process discrepancies to KYC Maker Manager
• Reviewed screening hits received from CitiScreening for screening requests initiated in real-time from NAM Cards CitiKYC to determine if they were 'True Match' or 'False Match'.
• Contributed to the sustainability team's efforts by offering valuable perspectives on aging cases, enhancing research abilities.
• Participated in completion of department wide roll over report to identify cases aged over 60 days and determine controllable and non-controllable contributors.

• Led a team as a Team Lead for Linda Frank
• Delivered individualized coaching sessions to CSRs, assessing productivity levels and fostering goal-setting behaviors.
• Delivered constructive feedback to enhance call performance.
• Enhanced goal efficiency by effectively conveying policy updates and information to team members.
• Coached team members in identifying consumer experience behaviors and metrics, resulting in improved satisfaction ratings.
• Effectively managed escalated customer calls by addressing questions, problems, and complaints.
• Ensured all CSRs completed required training in a timely manner as the training focal for Costco customer service.
• Led team huddles to communicate vital policy and procedure updates.