Cynthia Espinoza

Customer Service Specialist

Westminster,CO

Summary

Results-driven Customer Service Support with over 10 years of expertise in conducting due diligence, enhancing customer service, and managing client onboarding processes. Demonstrated ability managing multiple projects and deadlines, with a strong commitment to quality, compliance, and customer satisfaction.

Overview

years of professional experience

Work History

KYC Due Diligence Specialist (Remote)

MBO/ PricewaterhouseCoopers - Contract

01.2025 - Current

Provide quality customer service via email, chat, and phone calls.
Manage queue of assigned work
Assist with translations of complex client documentation from Spanish to English
Conduct adverse media, PEP and sanctions screening searches.
Communicate with branch personnel to request and retrieve information for EDD reviews.
Document results of review performed.
Escalate findings based on pre-defined escalation criteria
Prepared summary of review completed for quality approval

Product Implementation Customer Service Support

Rose International / U.S. Bank - Contract

12.2023 - 11.2024

Collaborate with clients, internal stakeholders, sales, and relationship managers to align client business objectives with regulatory compliance and risk management strategies.
Communicate with clients directly over email or phone to resolve problems regarding their accounts or any questions.
Lead comprehensive product implementations of varying complexity, ensuring adherence to compliance standards and risk assessment protocols.
Gather and analyze documentation and requirements, demonstrating a strong ability to manage and interpret complex data.
Conduct thorough risk validations for all documentation, information, and data received to ensure compliance with relevant regulations and internal policies.
Ensure project oversight to meet established functional, quality, and schedule requirements, with a focus on minimizing risk and enhancing compliance.
Proactively escalate issues and risks to the appropriate level to mitigate potential compliance violations.
Maintain open communication with customers and all relevant parties upon project completion, ensuring products and compliance measures have been effectively implemented.

Customer Service Representative (Remote)

Aston Carter/ Colorado Department of Health Care

10.2023 - 02.2024

Handled all escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike in a fast paced call center.
Developed feedback system for customers to share their service experience, leading to actionable improvements.
Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Investigated and resolved customer inquiries and complaints quickly.

KYC QC Analyst (Remote)

Bank Of The West, BNP Paribas

05.2021 - 09.2023

Provided customer service to clients via email and phone.
Conducted investigations to verify KYC/CIP information, ensuring all customer files met required standards for Customer Due Diligence (CDD) in accordance with bank policies.
Performed Enhanced Due Diligence (EDD) on high-risk individuals and businesses, meticulously following client-specific policies and utilizing appropriate systems and processes to assess risk effectively.
Escalated findings from EDD reviews in alignment with predefined escalation criteria, facilitating timely resolution of potential compliance issues.
Executed adverse media, PEP, and sanctions screening searches during KYC reviews, accurately documenting and dispositioning alerts and results.
Collaborated with internal teams and related parties to discuss and address review findings from EDD assessments.
Assessed customer risk profiles and ensured documentation adhered to assigned risk requirements, contributing to a robust compliance framework.
Facilitated open communication with business partners during the onboarding process, ensuring alignment on compliance requirements and risk assessments.
Provided training and support to new employees and contractors and guided them through the processes of meeting compliance standards.

Customer Service Representative

Aurora Mental Health Center

03.2015 - 05.2021

Managed customer service responsibilities, handling an average of 40-50 incoming calls daily to resolve customer inquiries and issues.
Assisted clients completing intake and insurance paperwork.
Verified and validated all insurance information.
Entered all customer demographics, and information into the system (salesforce).
First point of contact for vendors, law enforcement, and emergency services.

Timeline