Caroline Gil
San Antonio,Texas
Summary
Results-oriented Fraud Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
30
30
years of professional experience
Work History
Intmd Assoc Fraud Ops Analyst
Citibank, NA
01.2022 - Current
- Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
- Review and confirm alerts received by CBNA suspicious activity and escalated cases
- Review accounts that have cash withdrawals in excess of a threshold or unusual pattern
- Monitor checks that trigger alerting parameters in place and confirm legitimacy
- Review fraud related cases that are opened by the business to the fraud unit pertaining to failed ids and suspicious activity
- Review and confirm all changes to client from countries considered high risk
- Assist the Fraud Prevention Unit manager with various projects and initiatives
- Effectively provide updates and communicate key initiatives to senior management
- Identify emerging risks and contribute ideas to implement mitigating controls
- Attend meetings/conference calls as required and serves as a subject matter expert for team supported
- Review goals, financial targets, strategy program, metrics and reporting
- Develop diagnostics capabilities to predict fraud issues and address them
- Analyze loss data to identify fraud trends and develop project plans to reverse trends and reduce losses.
Legal Support Specialist
Citibank, NA
10.2012 - 01.2022
- Provided appropriate response to legal services via written and verbal communications with courts, attorneys, state and federal government, and clients to ensue appropriate action was taken in regard to legal services
- This included preparing and filing responses to legal services, such as responses to interrogatories, response to subpoenas and restraining notices, general affidavits
- Interact by phone & mail with customers, federal, state, and local attorneys & government agencies to provide service procedures, discuss status of responses, and answer questions
- Review & analyze all legal documents to determine validity, response date
- Prioritize legal documents to ensure timely responses
- Identify customer relationships, retrieve, and prepare account records, restrain accounts, and process financials
- Conduct reviews of client account activity
- Ensure proper procedures are taken to make certain Citibank is not at risk.
Escalation Specialist E-Services Associate/Home Agent
Citibank, NA
01.2009 - 10.2012
- As an E-Service associate I responded to customer inquiries that were sent via E-Mail, messages or chat services
- Provided clients with all option that were available to them regarding their concerns
- If need be rerouted their request to appropriate departments
- Successfully maintain two real time chats simultaneously
- Assisted customer with resolving account issue promptly and effectively
- Proactively educate customers regarding Citibank products and services
- Responsibilities included providing back up assistance to Message team
- Resolved complex and escalated issues.
Quality Service-New Account Opening
Citibank, NA
09.2008 - 01.2009
- Provided the project manager with updates to tasks and requested supporting documentation
- Attended all related project meeting s and assisted the project manager with reviewing each document
- Identified process gaps and enhancements during the review of Business Requirements
- Identified project servicing and client experience gaps
- Acted as subject matter expert on behalf of the Telesales and Internet Client Services business units
- Provide recommendations for procedural improvements
- Tracked daily, monthly and yearly performance stats for business managers
- Assisted managers with procedural support via conference and live calls
- Developed and maintained documentation of processes and procedures for department(s) supported.
CitiHelp Policy and Procedures
Citibank, NA
01.2007 - 09.2008
- Policy and Procedures functioned as an internal help desk supporting over 1,000 financial centers and various NBS back offices in Citibank North America
- Respond to critical financial center staff inquiries regarding operational, client service, sales, compliance, legal/regulatory, accounting and system related issues ensuring prompt, accurate and one stop problem resolution
- Work with financial centers to reduce client impact and operational risk from system downtime due to technical issues, black-outs, storms, etc
- Validate financial centers end of night proof transmission and consolidate proofs that have not been transmitted
- Supports new associates from bank acquisitions through open conference lines for a one to two weeks period, training them on Citibank systems and procedures
- Support new system release, procedural and marketing implementations within Citibank North America
- Analyze potential risks, make recommendations for possible changes in procedures, systems, etc
- Coach and guide financial center staff on: Concierge, Investigation process, Account opening documentation, Legal, compliance and regulatory requirements, Credit application and documentation process
RPS Estates Lead
Citibank, NA
01.2003 - 01.2007
- Uses multiple tools and platforms, assisted customers and associates with account level information and provides technical assistance
- Balanced customer needs and business requirements uses problem solving and decision-making skills while adhering to strict laws and regulations
- Operates in a goal-oriented environment, achieving individual and team performance targets
- Complexity of problems and the degree of latitude used to seek resolution varies by position level
- Exercise judgment and make decisions on more complex servicing issues
- Other accomplishments include developing a training manual for Estates Death Payouts, Divorce Payouts and NRA Payouts
- Assisted compliance officer with processing subpoenas and restraining orders for Retirement accounts.
Quality Assurance Specialist
Citibank, NA
11.2001 - 01.2003
- Responsible for monitoring Retirement Plan Services calls from a client’s perspective
- Provided specific examples, suggestions and solutions on how to improve the quality of the call
- Sustain working relationship with Audit and Compliance
- Identify common issues, trends that negatively impact the client’s experience
- Perform monthly coaching and development to ensure overall client satisfaction
- Interact with Team Leads on daily basis measurement and quality guidelines.
Work Flow Coordinator
Citibank, NA
06.1998 - 11.2001
- Coordinate work to be processed utilizing existing staff and equipment to maximize processing efficiency
- Responsible for handling escalated issues that FA’s were unable to resolve
- Responsibilities included managing the unit when Team Lead was not present
- Trained and Sme’d new hires in the products and procedures of Retirement Plan Services
- Referred sales opportunities to appropriate specialists
- Assist management team in procedural/quality improvement processes.
RPS Financial Associate
Citibank, NA
02.1994 - 06.1998
- Assisted customers and associates with account level information and provided technical assistance for retirement accounts
- Balanced customer needs and business requirements uses problem solving and decision-making skills while adhering to strict laws and regulations
- Operated in goal-oriented environment, achieving individual and team performance targets
- Proactively reviewed each account to offer value added products and services.
Education
Associate of Applied Science - Banking And Finance Services
San Antonio College
San Antonio, TX12.2006
Skills
- Excellent investigative skills
- Excellent communicator with strong written and verbal communication skills
- Ability to prioritize work and make decisions independently with limited guidance form management
- Extremely detail-oriented, ability to set and meet high standards
- Detailed oriented and self-directed, excellent problem solving and decision making skills
Accomplishments
- Successfully reviewed over 1000 accounts and have located over 1 million dollars of fraudulent funds.
- Have not had any financial losses
Qualifications Summary
Ability to multitask, prioritize daily queue and meet daily deadlines Strong written and verbal communication skills. Strong investigative skills. Excellent analytical thinking, decision, and time management skills Ability to resolve complex issues, while being empathic to the client’s concern Detailed oriented and self-directed Excellent problem solving and decision making skills
Timeline
Intmd Assoc Fraud Ops Analyst
Citibank, NA
01.2022 - Current
Legal Support Specialist
Citibank, NA
10.2012 - 01.2022
Escalation Specialist E-Services Associate/Home Agent
Citibank, NA
01.2009 - 10.2012
Quality Service-New Account Opening
Citibank, NA
09.2008 - 01.2009
CitiHelp Policy and Procedures
Citibank, NA
01.2007 - 09.2008
RPS Estates Lead
Citibank, NA
01.2003 - 01.2007
Quality Assurance Specialist
Citibank, NA
11.2001 - 01.2003
Work Flow Coordinator
Citibank, NA
06.1998 - 11.2001
RPS Financial Associate
Citibank, NA
02.1994 - 06.1998
Associate of Applied Science - Banking And Finance Services
San Antonio College
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