Courtney Warren
Covington,KY
Summary
Results-driven Anti-Money Laundering Analyst at Citibank with expertise in enhanced due diligence and compliance. Achieved significant improvements in regulatory standards through proactive policy updates and training initiatives. Demonstrated strong problem-solving and teamwork skills, contributing to a robust compliance culture and successful audit outcomes.
Overview
7
7
years of professional experience
Work History
Anti-Money Laundering Analyst
Citibank
10.2020 - 10.2024
- Developed comprehensive risk profiles for clients, evaluating factors such as source of funds, country risk, and business activities to determine appropriate monitoring levels.
- Supported management in risk assessment, providing valuable insights on potential AML vulnerabilities within the organization.
- Delivered measurable improvements in compliance standards by regularly reviewing and updating existing policies and procedures in response to evolving regulatory requirements.
- Promoted a strong compliance culture within the organization by actively participating in internal committees and working groups focused on AML-related initiatives.
- Assisted in drafting AML policies and procedures, ensuring alignment with regulatory requirements and industry best practices.
- Conducted comprehensive research on clients'' financial activities to identify high-risk accounts requiring enhanced due diligence.
- Contributed to successful regulatory audits by diligently maintaining up-to-date documentation on all investigative findings and actions taken.
- Mitigated financial risks, performing periodic reviews of existing clients'' profiles to validate their continued compliance with established policies.
- Served as a subject matter expert, providing guidance and support to colleagues on AML regulations and best practices.
- Reviewed financial documents, pointing out and correcting financial errors.
- Trained and supervised junior financial examiners, explaining procedures and protocols.
Customer Service Manager
Citibank
05.2017 - 10.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Kept accurate records to document customer service actions and discussions.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Created and reviewed invoices to confirm accuracy.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
Education
Social Work
Northern Kentucky University
Newport, KYSkills
- Enhanced due diligence
- Suspicious activity reporting
- Microsoft office
- Legal research
- AML compliance
- Transaction monitoring
- Banking operations
- Audit support
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Excellent communication
- Organizational skills
- Critical thinking
- Adaptability and flexibility
- Decision-making
- Client relations
- Professionalism
- Interpersonal communication
- Document processing
- Financial auditing
Timeline
Anti-Money Laundering Analyst
Citibank
10.2020 - 10.2024
Customer Service Manager
Citibank
05.2017 - 10.2020
Social Work
Northern Kentucky University
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