Claudia Debia
Weston,FL
Summary
Hardworking and motivated professional with 27 years of experience and record of success in Financial Industry, always on client facing positions. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees and peers to maximize productivity and optimize procedures. Decisive leader with good planning, organizational skills, successful in fast-paced deadline-driven environments to manage goals and team development.
Overview
27
27
years of professional experience
1
1
Series 7
1
1
Series 63
Work History
Americas Client Complaint Head, Senior V.P.
Citibank NA
Citi Private Bank, Miami, FL
03.2024 - Current
- Management of 8 professionals, being 5 Vice-President Level, 1 Assistant Vice-President Level and 2 Officers Level Client Complaint Specialists responsible for capturing, logging, monitoring and properly/timely closing of Client Complaints from diverse lines of businesses (Citi Private Bank North America, Citi Private Bank Latin America, Wealth at Work and Trust).
- Lead and directs the Client Complaint Team ensuring each complaint is dully handled and closed efficiently in line with the Standards, enforcing that the team members adheres to all internal Citi Policies, and are in compliance with Legal and Regulatory requirements.
- Work closely with the Client Complaint Team to provide supervision of efforts, helping and guiding them on prioritizing, addressing any roadblocks encountered, as well as providing direction of daily tasks and responsibilities.
- Responsible for the escalation of any critical situation that may need to be addressed to Compliance, Legal or any other high-level management.
- Effectively supervise the activity of the client Complaint Team and create accountability with those who fail on maintain the expected conduct and Citi Standards.
- Hold full management responsibility, ensuring development of the team through professional leadership, including duties such as performance evaluation, compensation analysis, salary actions, budget and planning, hiring, employee relations, enforcement of disciplinary actions and termination as needed.
- Lead and collaborate with internal system improvement projects, ensuring a singular final client experience through a timely and assertive handling of the Client Complaint resolutions.
- Collaborate with partners from other lines of business to ensure that the Client Complain Process is aligned with their procedures, seeking for consistency across all the business.
- Ensure that each client complaint is handled and classified in line with standards to produce accurate thematic analysis, root-cause analysis, leading to the creation of clear reports that will drive distinct and broader remediation.
- Responsible for maintaining Client Complaint Procedures updated, aligned with the Global Standards and in compliance with the Regulatory requirements.
- Responsible for leading and supporting organizational programs including the definition of approach, processes, quality of delivery, tools, strategy and reporting which will provide Wealth Business with consistency and excellence.
- Participate in meetings for strategic definition that requires changes in the procedures with voting capacity, representing Citi Private Bank North America and Latin America Wealth at Work Client Complaint Unit.
- Responsible for process improvements, streamline, and ensure workflow procedures are properly documented, revised accordingly, kept up to date and staff are properly trained.
- Responsible for coordinating and intermediating Internal Audit requests and deliverables, dealing directly with Senior Auditors and Audit Coordinators, including management assessments to make necessary adjustments and satisfy audit.
- Responsible for the analysis of procedures versus regulation, and to make recommendations on practices and procedures improvements.
- Leverage data to examine impacts to Customer Experience and Regulatory breaks.
- Act as the Subject Matter Specialist to Senior Stakeholders and other team members.
- Hold comprehensive understanding of multiple areas within a function and how they interact, in order to facilitate the identification of possible root-causes for issues raised through client complaints.
- Leverage from reporting tools to identify through deep-dive analysis potential trends, themes and areas that requires improved controls, and work with Business Risk Senior Management making those recommendation to avoid regulatory breaches.
- Thoroughly understands and apply/enforce all Client Complaint related policies and procedures, and implement changes as needed, if and when in consistency with Country Legal and Global framework.
- Leverage on that knowledge to provide full support for regulatory exams and internal audits, promptly responding to their questions and explaining in details the procedures.
- Ensure that emerging risks identified are promptly socialized with key stakeholders and ensure that mitigation strategies are in place.
- Execute Risk Control coverage strategy, ensuring that appropriate risk mitigation actions are in place, and escalates to Senior Management as appropriate.
- Appropriately and actively assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding the clients and their assets.
- Drive compliance with applicable laws, rules and regulations, adhering to Policy and applying sound and ethical judgement regarding personal behavior, conduct and business practices.
- Escalate, manage and report control issues with transparency, involving the appropriate audience to address it timely and efficiently.
Service Team Manager, Senior Vice President
Citibank NA
Citi Private Bank, Miami, FL
03.2015 - 03.2024
- Management of twelve professionals, being 1 (one) Vice President Level Client Senior Service Officer and 11 (eleven) Assistant Vice President Client Senior Service Officers working with local onshore and offshore book of business supporting Brazilian, Caribbean, Central American, Colombian and Venezuelan Markets.
- Management of the Client Service Teams for ultra-high net worth clients, handling account opening, maintenance and execution of banking, lending, trust and fiduciary, capital markets and investment products for service and account officer teams in Citibank Miami Office for Citi Private Bank.
- Active support to Global Marketing Managers, Chief Administrative Officers and Client Service Infrastructure Head, ensuring they have proper information to develop their functions and appropriate client service for their respective Business growth.
- Deputy to the Global Market Manager of Latin America North, Latin America South and Brazil Market Regions, with authority to approve certain transactions (i.e. Overdraft approvals, interest charge reversals, KYC Know your client approvals, Account Opening Documentation exception approvals, etc).
- Deputy to the Head of Service and Infrastructure for Latin America, to approve certain transactions (Data Feed Agreements, Travel Rule Regulation, etc).
- Provide financial approvals when needed, according to the pre established financial limit authority and delegation for internal and external transactions according to internal Policies and Procedures.
- Management authorization over financial transactions, in addition to making exception approvals holding a wide ranging discretionary decision-making authority, providing management oversight for day to day operations.
- Participate in service-related process improvements, streamline, and ensure workflow procedures are properly documented, revised accordingly, kept up to date and staff properly trained.
- Responsible for executing COB Continuity of Business Plan for Miami, New York and Brazil On Shore Offices.
- Responsible for coordinating and intermediating Internal Audit requests and deliverables, dealing directly with Senior Auditors and Audit Coordinators for Miami, New York and Brazil On Shore offices, including management assessments to make necessary adjustments and satisfy audit.
- Management of remediation efforts to reduce business risk exposure and meet timely corrective action plan targets to ensure client services are in compliance with policies, Procedures and Regulations.
- Review and determine root cause analysis on errors and financial losses, to be recorded for operational losses.
- Identification/investigation of issues and/or fraudulent transactions (e.g., statement reporting issues, pricing inquiries, fraudulent events, etc) and collaborate with operational and middle office teams to ensure effective resolution of any issues which arise during such investigations.
- Delivery supervision of wealth management services to CPB Citi Private Bank clients in the LATAM region with guidance from the Banker teams, and execution management of Private Bank product offering (banking, lending, fiduciary services – wealth planning/trust, capital markets, custody, investments and operational processes).
- Thoroughly understands and applies all Citi Private Bank Police and processes, propose/implement changes as needed. Ensure the team complies with all Policies, Federal/Banking Regulations and Procedures, AML/KYC (Anti-Money Laundering and Know Your Client) Police and procedures before execution.
- Ensure proper controls are in place, review control reports for action plans, timeliness to minimize deficiencies/risk.
- Review of Tax Certification deficiencies across the client’s base for non-residents and international clients.
- Revision of client service procedures to ensure implementation, training and ever evolving industry to be kept up to date and have staff informed in compliance with Policy/Regulatory mandates.
- Review/approve/reject or escalate exceptions to business risk as applicable: deficiencies, operating losses, temporary overdrafts, etc to assist client resolution.
- Lead and coordinate the execution of Initiatives and Remediation Projects as warranted, delivering the results within a pre-established timeframe, to provide financial services in a responsible manner to protect both clients and the business.
- Manage the teams day-to-day having Compliance Policy and Procedures as a parameter to be aligned with sanctions requirements.
- Review and approval of proper system access for employees according to their job description and associated costs.
- Supervisory review/approval of Covered Persons Brokerage Account activity to ensure controls are in line with the Personal Trading and Investment Policy.
- Budgetary authority over salary increase for staff based on performance, discretionary bonus allocation across employees, compensation approval approvals for new hires, review and approve staff business expenses where applicable.
- Training coordinator for new hires for Miami, New York and Brazil On Shore Offices.
- Responsible for professional development plans, enforcement of Performance Improvement/Corrective action plans.
- Budgetary expenditure recommendations to senior management regarding head count client coverage, salary recommendations, staff promotions, etc.
- Responsible for all personnel matters, including performance appraisals, rating and promotion assessment, hiring/termination of employees based on Market, and employee relations.
- Review and approval of personal leave/paid time off/client coverage to ensure sustainability of financial services.
- Management of Information System for workload distribution client coverage versus headcount as required.
Associate Banker, Assistant Vice President
Banco Citibank SA
Citi Private Bank, Sao Paulo, Brazil
07.2010 - 03.2015
- Private Bank client support, together with the Lead Private Banker, with diverse types of request, related to investments and more structured demands (credit, lending, capital markets, trust, etc) for both On Shore and Offshore markets.
- Close partnership with Investment Counselors, to analyze and understand clients financial needs, cross sales opportunities, with the objective to deliver the more adequate investments solutions to the clients.
- Develop a deep and detailed understanding of the client base, family structures, clients particularities, demands and needs, to help and support the Private Banker on deepening the existing relationships.
- Provide Private Bankers with accurate information about clients and relationships, to help them on the overall decisions about sales strategy and best in class portfolio asset allocation for the clients.
- Interface between the Banker and Client Service Officer (CSO).
- Participate in clients meetings (both in person and virtually) to discuss investment alternatives and any other demands.
- Interact with operational partners in the vast array of internal departments, being locally or abroad/other booking centers (US, Swiss and UK), to ensure the completion and timely delivery of the clients requests.
Senior Client Service Officer, Senior Associate
Banco Citibank SA
Citi Private Bank, Sao Paulo, Brazil
09.2004 - 07.2010
- Create a solid partnership with the Private Banker and Associate Banker to help clients achieve wealth management objectives.
- Develop good understanding of client base to support the Private Banker on delivering the proposed investment solutions and services.
- Collaborate with Product Specialists and transaction/operational support staff to implement client requests and decisions.
- Assist Private Banker and Associate Banker in executing sales strategies and post-sales maintenance.
- Participate in client`s meetings to introduce service solutions and guide them through the resolution of any issues that may arise.
- Proactively manage operational tasks, ensuring the successful completion of all transactions in a timely manner and according to Citi Policies, Procedures and Financial Industry Regulations.
- Identify ways to streamline internal processes to make them more efficient
- Train and coach new hires as Client Service Officers.
Control Unit Analyst, Senior Associate
Banco Citibank SA
Citi Private Bank, Sao Paulo, Brazil
09.2003 - 09.2004
- Responsible for the reconciliation of MIFT process for local wire transfers.
- Responsible for the Self Test process, as an internal audit.
- Control and archive of client`s documentation
- Control of proper approvals and archiving of daily management reports.
Banking Account Officer, Senior Associate
Banco Citibank SA
Consumer Bank, Sao Paulo, Brazil
04.1997 - 09.2003
- Management of 300+ bank accounts
- Responsible for investment advice and for resolution of banking issues
Execution of sales strategies and post-sales maintenance, ensuring the successful completion of all transactions - Interaction with employees in diverse departments, to ensure the completion and timely delivery of the services
- Prospection of new clients
Education
MBA - Finance
UFRJ Universidade Federal Do Rio De Janeiro
Sao Paulo, Brazil03-2006
Post Graduation - Marketing
UNIP Universidade Paulista
Sao Paulo, Brazil08-1999
Bachelor of Science - Business Administration
UNIP Universidade Paulista
Sao Paulo, Brazil07-1997
Skills
- Financial Management
- Build Solid Relationships
- Commercial Servicing
- Strategic Planning
- Verbal and Written Communication
- Customer Relationship Management
- Team Leadership
- Staff Management
- Negotiation
- Products and Services Knowledge
- New Account Setup
- Customer Service
- Staff Training
- Creative Thinking
- Business Planning
- Team Collaboration
Certification
- Series 7
- Series 63
Timeline
Americas Client Complaint Head, Senior V.P.
Citibank NA
03.2024 - Current
Service Team Manager, Senior Vice President
Citibank NA
03.2015 - 03.2024
Associate Banker, Assistant Vice President
Banco Citibank SA
07.2010 - 03.2015
Senior Client Service Officer, Senior Associate
Banco Citibank SA
09.2004 - 07.2010
Control Unit Analyst, Senior Associate
Banco Citibank SA
09.2003 - 09.2004
Banking Account Officer, Senior Associate
Banco Citibank SA
04.1997 - 09.2003
MBA - Finance
UFRJ Universidade Federal Do Rio De Janeiro
Post Graduation - Marketing
UNIP Universidade Paulista
Bachelor of Science - Business Administration
UNIP Universidade Paulista
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