BLANCA LEYDA AGUDELO
Jacksonville,FL
Summary
Detail-oriented Fraud Quality Assurance Specialist with over 9 years of experience at Citigroup. Specialized in Reg Z Remediation, bilingual fraud investigations, and operational auditing. Proven track record of identifying coaching insights, monitoring agent performance for compliance, and escalating high-risk trends to senior leadership. Expert in navigating complex fraud systems including ThreatMetrix, LexisNexis, and Pega to ensure process effectiveness and risk mitigation.
Overview
9
9
years of professional experience
Work History
Fraud Ops Specialist 4
Citigroup
Jacksonville, FL
03.2020 - Current
- Monitor and audit bilingual fraud claims to assess quality, compliance, and decision-making accuracy in alignment with Fraud and Risk policies.
- Lead efforts on high-priority Reg Z and CBOL Remediation projects; diagnosing, documenting, and correcting historical issues to ensure 100% regulatory compliance.
- Act as a Virtual Floor Walker and mentor for new hires, identifying coaching opportunities and providing actionable feedback to management to improve call and alert handling.
- Identify and document process gaps, providing recommendations to improve the effectiveness of the fraud review process while maintaining cost-efficiency.
- Serve as R&R Team Focal, building effective relationships with internal stakeholders and participating in side-by-side reviews with high-profile directors, including the CEO of Personal Banking & Wealth.
- Manage high-risk supervisor escalations, verifying manual processing accuracy and escalating emerging fraud rings or behaviors to management for remedial action.
Customer Specialist 3
Citigroup
Jacksonville, FL
09.2016 - 02.2020
- Distributed daily team results to illustrate operational strengths and process improvement opportunities to group leadership.
- Maintained top-tier performance metrics while resolving confrontational or stressful Costco customer interactions through first-time contact solutions.
- Selected as Voice of the Employee (VOE) Focal, ensuring alignment between staff needs and business unit policies.
Education
High School Diploma -
Gimnasio Los Angeles
Bogota, Colombia11-1992
Skills
- Fraud & Investigative Tools: G360, ThreatMetrix, LexisNexis, NICE, Pega, RUMBA, USAN, Sawgrass
- Quality & Compliance: Reg Z Remediation, CBOL Remediation, Process Auditing, Root Cause Analysis
- Software: Microsoft Office (Expert), SharePoint, Google Docs, Outlook
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
LANGUAGES
Full Professional Fluency in English & Spanish
Timeline
Fraud Ops Specialist 4
Citigroup
03.2020 - Current
Customer Specialist 3
Citigroup
09.2016 - 02.2020
High School Diploma -
Gimnasio Los Angeles