Codi Gardner

• Lead and develop a team of 12 to 15 Fraud Agents and ensure they consistently meet performance metrics and provide effective customer service while making the proper risk assessments for Citi's clients
  
  Manages department projects/processes, monitors and analyzes changes in Fraud trends, and provides evaluative judgment based on analysis of information in variable and unique situations. Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues and minimize Fraud Loss
  
  Directly impacts their area through shared responsibility for delivery of end results and contribution to planning and formulation of procedures; influences resource planning. Persuades and influences others through strong communication and diplomacy skills
  
  Develop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning
  
  Evaluate a team's performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
  
  Create and execute realistic action steps and timelines for the team with a strict attention to details and performance
  
  Drive organizational change through innovation and process improvement, eliminating friction points for team
  
  Achieve team performance excellence to ensure high quality and high-volume productivity
  
  Recruit, hire and build a team of highly productive candidates through coaching, collaboration, and motivation of staff
  
  Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
  
  Appropriately assess risk when business decisions are made, demonstrating particular 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

• Perform complex fraud investigations with minimal supervision
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  Respond to complex customer requests that may not be covered by established procedures
  Identify potential fraud, by assessing the validity and applicability of previous/similar experiences and evaluating options in unique situations
  Resolve highly complex issues directly with client, or third parties

Monitor process workflow and quality and recommend new options to enhance productivity as required

Appropriately assess risk when business decisions are made, demonstrating particular 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.

Knowledge in working with Fraud Workstation, CMS/RTA, Rumba/PCOM, G360/Workless, Sawgrass, Microsoft Word, Teams, and Outlook, Eclipse, Fraud Agent Assist Tool, 3dSecure, The Knowledge Hub, Citi For You, Comet, Credit Initiation, and Employee Verification Tool Fraud Operations

•Perform dispute review of Fraud claims that may be submitted in error or may be knowingly submitted to avoid repayment of charges

•Contact card members to verify changes, requests and potential fraud applications and investigate unbilled and posted transactions

•Investigate claims involving our high value and Base customers, including claim challenges, and detect fraud rings in their early stages

•Investigate compliance sensitive processes involving significant financial and regulatory risk, and make discretionary decisions

•Respond to escalations as appropriate regarding dispute claims and verify accuracy of manual processing and process controls

•Partner with Fraud Policy to review High Risk claims and provide insight into emerging loss trends

•Balance Net Promoter Score and ensure a positive customer experience while managing / minimizing operating losses

•Comprehend, determine and direct the specific verification / investigative procedures to be used in the processing of a customer's information

•Appropriately assess risk when business decisions are made, demonstrating particular 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.

• Knowledge in working with Fraud Workstation, G360/Workless, Sawgrass, Microsoft Word and Outlook, Eclipse, Fraud Agent Assist Tool, 3dSecure, The Knowledge Hub, Citi For You, Comet, Credit Initiation, and Employee Verification Tool Fraud Operations

• White Glove services for our high value clients

• Able to give rewards for customers that have been impacted by the bank

• Able to work special and or temporary queues to better assist the customer

• Review accounts to determine eligibility and/or assess risk on current credit card accounts.

• Respond to customers though phone and/or written communications.

• Ability to comprehend, determine and direct the specific verification and /or investigative procedures that are used in the processing of a customer's information.

• Able to Resolve moderately complex situations directly with customer and/or appropriate third parties to ensure both customer and business requirements are met

• Follow procedures and make judgmental decisions based on general policy or regular guidelines.

•Ability to meet established performance and quality standards.

• Rewards and Recognitions Team Focal

• Compliance and Training Team Focal

• Knowledge in working with Sawgrass, Microsoft Word and Outlook, Eclipse, Fraud Agent Assist Tool, 3dSecure, The Knowledge Hub, Citi For You, Comet, Credit Initiation, and Employee Verification Tool Fraud Operations

• Review accounts to determine eligibility and/or assess risk on current credit card accounts.

• Respond to customers though phone and/or written communications.

• Ability to comprehend, determine and direct the specific verification and /or investigative procedures that are used in the processing of a customer's information.

• CRS Loan opportunity from May 2018 to July 2018, floor walker for other loan agents

• Able to Resolve moderately complex situations directly with customer and/or appropriate third parties to ensure both customer and business requirements are met.

• Follow procedures and make judgmental decisions based on general policy or regulatory guidelines.

• Ability to meet established performance and quality standards

• Rewards and Recognitions Team Focal

• Knowledge in working with Sawgrass, Microsoft Word and Outlook, Eclipse, 3dSecure, The Knowledge Hub, Citi For You, Comet, Credit Initiation, and Employee Verification Tool