Brandi Szabo
Valparaiso,IN
Summary
Process and policy driven professional, experience in KYC/AML reviews for global retail and institutional customers. Over 5 years experience in both FinTech and cryptocurrency industries and 19 years experience in traditional markets. Self-driven, analytical thinker with proven ability to adapt to change in a fast-paced environment.
Overview
28
28
years of professional experience
Work History
Senior Manager, Support Operations
RECUR
Remote
09.2021 - Current
- Provide strong leadership to grow and manage high performing 24x7 global support teams; Branded Experience, Payments and Escalations, supporting both consumer and enterprise customers.
- Issue crypto refunds using Fireblocks and investigate crypto payment related issues.
- Manage large-scale projects and assist in development of systems and reports to improve efficiencies and service level.
- Provide teams with coaching and related feedback to exceed customer expectations and build customer loyalty.
- Assist in the development of Playbook and Macros for the CX team.
- Document customer feedback/comments to provide leadership with customer needs and preferences in addition to operational risks and issues.
- Work collaboratively with Compliance, Product and Engineering.
- Monitor performance, productivity and hiring to maintain appropriate staffing requirements.
- Ensure project/departmental milestones/goals are met. Monitor and meet all SLAs
- Monitor Customer Satisfaction and make necessary adjustments to improve CSAT
Head of Onboarding | Operations Analyst
Cumberland- A DRW Company
Chicago, IL
02.2018 - 09.2021
- Onboarded high net-worth individuals and entities to trade cryptocurrencies, built strong relationships with counterparties during the process.
- Worked collaboratively with Compliance, Business Development, and Legal teams.
- Collected and reviewed all KYC/KYB documents before sending onto Compliance for processing; as well as collected any additional documentation needed as result of ongoing monitoring.
- Conducted data analysis to identify opportunities for streamlining counterparty operations and improving customer satisfaction.
- Identified gaps and worked to streamline onboarding process.
- Investigated and resolved alerts, conducted queries and culled records to assist Compliance with maintenance and problem resolution.
- Managed CRM to store data and maintain accurate counterparty information.
- Led 2 annual KYC Refresh exercises
- Trade settlement; including initiating wire requests and small crypto tests to counterparty wallets to ensure control, before requesting balances to be sent by wallet managers.
Executive Assistant
Options Clearing Corporation
Chicago, IL
03.2015 - 02.2018
- Supported daily operational and administrative functions of the office of the CFO, Accounting and Finance VPs.
- Prepared regulatory filings and board meeting materials.
- Performed OFAC checks
- Managed executive calendars, scheduling meetings, appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
Executive Assistant
FreightCar America, Inc.
Chicago, IL
09.2013 - 03.2015
- Supported the daily operational and administrative functions of the CEO, CFO and General Counsel.
- Managed multiple priorities with competing deadlines.
- Handled confidential and sensitive information with discretion and tact.
- Prepared board meeting materials
- Managed executive calendars, scheduling meetings, appointments and coordinating travel arrangements.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team.
Executive Assistant
The Warranty Group
Chicago, IL
08.2012 - 09.2013
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
Firm Administrator
DBS Trading, Inc.
Chicago, IL
07.1995 - 06.2011
- Maintained firm's broker-dealer, in addition to both firm and trader Exchange Memberships (CBOE, CBOT, CME, NYSE and LIFFE)
- Reconciled daily brokerage of six trading accounts, resolved discrepancies with 100% accuracy
- Generated daily net-liquidating balance of accounts report
- Worked with Exchange and outside auditors
- Created organized filing system to manage department documents.
- Coordinated office events, seminars and meetings for staff and clients.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Processed and administered employee payroll and benefits
- Managed account payables.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Entered and maintained departmental records in company database.
Education
Bachelor of Arts - Advertising Art / Graphic Design
Columbia College Chicago
Chicago, ILSkills
- Client Onboarding/KYC/AML
- Cryptocurrency
- Exceptional Attention to Detail
- Strong Communication
- Flexible/Adaptable
- Problem Solver
- Foster Collaboration
- Encouraging Leader
Timeline
Senior Manager, Support Operations
RECUR
09.2021 - Current
Head of Onboarding | Operations Analyst
Cumberland- A DRW Company
02.2018 - 09.2021
Executive Assistant
Options Clearing Corporation
03.2015 - 02.2018
Executive Assistant
FreightCar America, Inc.
09.2013 - 03.2015
Executive Assistant
The Warranty Group
08.2012 - 09.2013
Firm Administrator
DBS Trading, Inc.
07.1995 - 06.2011
Bachelor of Arts - Advertising Art / Graphic Design
Columbia College Chicago