Brenda Guzman
San Antonio,TX
Summary
Dedication in Banking Industry with over 20 years of experience. Most currently managing and business account opening services for banking clients. Successfully adhering to risk compliance and maintaining Know Your Customer and completing high volumes reviews. Highly effective and equipped for fast paced work environment. Serves customers directly and indirectly to ensure client needs and business policies are met. Goes above and beyond basic improvement processes to ensure customer satisfaction.
Overview
23
23
years of professional experience
Work History
Operations Specialist
Citi
San Antonio , Texas
06.2011 - Current
- Collected, arranged and input information into database system.
- Tracked and analyzed reports to determine needed improvements.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Developed and updated tracking spreadsheets using Excel.
- Evaluated performance and met procedural metrics with 7 cases daily with a monthly 94% quality average.
Operations Legal Specialist
Citi
10.2005 - 06.2011
- Communicated pertinent information to clients via phone, email and mail.
- Contacted clients to schedule appointments and discuss progress of cases.
- Reviewed case files and reported case progress to clients. with over 25 cases daily and 90% quality.
Account Opening Specialist
Citi
10.2001 - 10.2005
- Worked independently with minimal supervision.
- Served customers with knowledgeable, friendly support at every stage of account maintenance.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Citiphone Specialist
Citi
07.1999 - 10.2001
- Followed all company policies and procedures to deliver quality work 15 daily cases with 95% quality average.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
Education
GED -
Del Mar College
Corpus Christi, TX07.1995
Associate of Arts -
San Antonio College
San Antonio, TXSkills
- KYC Policy Requirements Document Review for Client Types: Corps, Wealth Holding Vehicle, Government, Funds, Financial Institutions
- AML Customer Due Diligence and Enhanced Due Diligence, Client Identity, Client Profile, Ownership/Members, Geography, Political Profile, Reputation, Product Usage, Risk Rating, Name Screening dispositions for Adverse Media
- FinCen/Sanctions/FIU skills
- Strong verbal and written communications skill, ability to work independently and with team member, organization skills to meet metric goals, analytical and problems solving skills
Timeline
Operations Specialist
Citi
06.2011 - Current
Operations Legal Specialist
Citi
10.2005 - 06.2011
Account Opening Specialist
Citi
10.2001 - 10.2005
Citiphone Specialist
Citi
07.1999 - 10.2001
GED -
Del Mar College
Associate of Arts -
San Antonio College