Dahlia F. Colón
Parker,CO
Summary
I am a goal-oriented, customer-focused individual who consistently strives to deliver on promises to clients. My focus is to handle matters in the best interest of both the client and the company.
Risk management professional with comprehensive understanding of financial risk assessment and mitigation. Adept at identifying and analyzing potential risks, implementing robust risk management strategies, and fostering collaboration to achieve organizational goals. Known for adaptability and reliability in dynamic environments, combined with strong analytical skills and keen eye for detail.
Overview
17
17
years of professional experience
Work History
Risk Analyst - Operational Control: Customer Verification and Research Center
Charles Schwab
12.2017 - Current
- Risk-based investigative researches and verifying client's identity
- Fraud Detection and ID Theft Prevention.
- Performs analysis using quantitative and qualitative data from various information vendors.
- Responding to questions on a wide array of technical and operational subjects.
- Problem solving and conducting research/special requests through the use of email, telephone, and our internal inquiry system.
- Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.
- Identifying situations where escalation is warranted and taking the necessary action quickly in a high-risk environment.
- Communicating effectively and delivering work that is detailed and clear.
- Working collaboratively and efficiently with others in a fast-paced environment.
- Supporting business initiatives by developing strong partnerships.
- Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.
- Reduced financial losses due to effective identification and mitigation of potential risks in the portfolio.
- Streamlined risk reporting procedures for improved communication with stakeholders and senior management.
Estate Relationship Professional
Charles Schwab
03.2017 - 12.2017
- Estate Services is a specialized organization within the broader Schwab Operational Services Enterprise providing high-touch service to clients and to the advisors that serve them. Estate Services fulfills the purpose of championing every client’s goals with passion and integrity. Inspiring client loyalty by providing expert Estate guidance to clients and advisors.
- A Schwab Estate Relationship Professional is responsible for creating an outstanding, expert experience to clients in order to build and maintain client loyalty by:
- Proactively deliver unparalleled value and outstanding service to clients in order to build and maintain client loyalty.
- Demonstrate the ability to engage clients in a manner that inspires asset retention and consolidation
- Assess and demonstrate ownership to resolve client issues that relate to trust, estates, and other complex issues
- Leverage emotional intelligence to meet clients and inheritors emotional needs during a challenging life event.
- Proactively utilize active listening skills, and relationship building skills to uncover and assess underlying client needs.
- Demonstrate a strong passion for client service, exhibiting positive energy and problem solving skills to connect with clients through all channels.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Gallery Assistant/Host
Hyatt Hotels Corporation
08.2015 - 03.2017
- Assist guests with the check in and check out processes: verifying registration, address and credit information. Balancing bank, posting charges.
- Assist with future reservations and use suggestive selling techniques.
- Coordinate all guest requests, inform guests of hotel services, features, and room amenities.
- Demonstrate attributes of a great Host by being aware and attentive to the guest’s needs; Create conversations and connection with guests.
- Addressed visitor service issues and resolved each situation to enable optimum outcome for visitor and gallery.
- Acted as a liaison between the gallery and outside vendors, such as art framers or transportation companies, ensuring timely and cost-effective services.
Quality Control Specialist
Great-West Financial
08.2014 - 03.2017
- Perform daily quality assurance function for IRA/Variable Annuity/Retail Bank cash transaction and New Business applications. This includes the frequent verification of system data and ensuring the cash transactions were processed appropriately.
- Assist with quarterly Great-West Trust audits. Review related forms to ensure approvals were correct.
- Ensures policies and procedures regarding internal and external controls are being complied with by Admins within the team.
- Provide training and guidance for new Cash and Application processors.
- Assists in preparation of monthly/quarterly audits/ reports) based on the results of stated audits/tests to be presented and shared with senior staff.
- Serve as a back-up to daily Cash and Application processors.
- Collaborated with cross-functional teams to ensure consistent adherence to quality standards across all products.
- Participated in external audits as a subject matter expert, showcasing organizational commitment to excellence in quality management systems implementation.
- Initiated process improvements that led to reduced waste and increased production efficiency.
- Reduced customer complaints by conducting thorough inspections and addressing issues proactively.
- Reported problems and concerns to management.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Conducted data review and followed standard practices to find solutions.
- Inspected items and compared against standards to meet regulatory requirements.
Account Administrator
Great-West Financial
08.2014 - 02.2016
- Responsible for accurate and efficient processing of customer requests, and account adjustments in the Benefits, Cash, Periodic Payments, Document Management, Loan Administration, Check Teams, and Issue Resolution Departments.
- Accurately and efficiently processes and performs data entry of customer transaction requests and assigned tasks.
- Responsible for prioritization and completion of assigned tasks in accordance with departmental, corporate, IRS, Department of Labor, FINRA and SEC regulations and requirements.
- Maintain compliance on individual retirement accounts and provide guidance to clients and administrators in the applicable legal requirements of IRA plans
- Work in a team environment to provide high levels of service to clients and support to trust administrators.
- Initiate processing of account transactions and provide necessary oversight of all account activity.
- . Participated in process improvement initiatives, helping to create a more efficient and accurate account administration function.
- Maintained accurate records and documentation, ensuring compliance with relevant regulations and policies.
- Assisted in coordinating month-end close procedures by preparing necessary journal entries, reconciliations and supporting schedules.
Financial Services Representative
Bank of the West
10.2013 - 08.2014
- Open new accounts for consumer and business clients, Process loans and Mortgage applications
- Customer Service and Cash Management
Assistant Operations Manager/Cash Management/Customer Service
Citibank
03.2010 - 06.2013
- Played a significant role in long-term planning, including an initiative geared toward operational excellence and customer service
- Prepared, and archived auditing information.
- Managed Tellers, Making sure everyone adhere to the Policies and Procedures in support of the organization's mission.
- Distributed and posted all marketing, sales materials and changes in policies and procedures– monthly, quarterly, or when applicable.
- Senior/Head Teller and ATM Custodian
- Managed Cash Shipment both incoming and outgoing in excess of $500,000.00 - $1,000,000.00 twice a week with zero errors
Customer Service representative/Head Teller
HSBC Bank
09.2008 - 03.2010
- Managed Cash Shipment both incoming and outgoing in excess of $200,000.00 - $500,000.00.
- Processed work for the back office/Proof department/Cash Shipment/ATM Custodian
- Day-to-day Transactions, Telling, Sales, Referrals and customer service.
Teller Associate
Bank of America
12.2007 - 09.2008
- Performed daily teller functions, Sales and Referral
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Consistently met or exceeded individual performance metrics set forth by management, contributing positively to overall branch success.
- Provided exceptional customer service during high-traffic periods, effectively managing long lines while maintaining accuracy and professionalism.
- Contributed to the achievement of branch sales goals through active participation in cross-selling initiatives and promotions.
- Boosted branch sales by offering appropriate financial products and services to customers based on their needs.
- Maintained strict compliance with anti-money laundering policies, conducting necessary due diligence checks on large transactions as required.
- Strengthened relationships with existing clients through proactive communication and personalized assistance with financial needs.
- Upheld security protocols by promptly identifying fraudulent activities and reporting suspicious transactions to management.
Education
Bachelor of Science - Finance
Metropolitan State University
Denver, COCertificates - Business Studies, Distinction in Marketing and Sales, Small Business Management, Introduction to Microcomputer for Business Applications
University of The West Indies
Kingston, JAHigh School Diploma - Business Education
Holy Trinity High School
Graduate - International Business
Westchester Community College
Valhalla, New York, 05.2013
Diploma - Business English/Writing
Business Training Ltd.
01.2005
Skills
- Mitigate financial risk and maintain compliance on individual retirement, investments/brokerage accounts and provide guidance to clients and administrators in the applicable legal requirements of IRA plans
- Work in a team environment to provide high levels of service and financial risk analysis to both company and clients
- Fundamental knowledge in Financial Risk and Analytical skills
- Exceptional Internal Audit and Compliance skills
- Excellent Quality Analyst/Quality Control Specialist
- Valuable and Excellent Banking and Operations experience
- Exceptional management and organization skills
- Proficient in SAP - (System Applications Products)
- Experienced data entry and processing Clerk
- Proficient in Management and Computer Information System
- Knowledgeable in accounting field: Financial/Managerial/General Accounting
- Training in leadership, team building and motivation
- Valuable knowledge in Estate Relationship Services
- Resolute expertise in sales
- Must be meticulous about notes, organized about recording process steps, and work well with others
- Results driven and extremely thorough and detail oriented
- Excellent project management skills
- Advanced computer skills, particularly with the Microsoft Office suite of applications
- Strong communication (both verbal and written) skills and Interpersonal/human relation and collaboration skills
- Flexibility and the ability to multitask
- Operational risk
- Microsoft Excel
- Data interpretation
Timeline
Risk Analyst - Operational Control: Customer Verification and Research Center
Charles Schwab
12.2017 - Current
Estate Relationship Professional
Charles Schwab
03.2017 - 12.2017
Gallery Assistant/Host
Hyatt Hotels Corporation
08.2015 - 03.2017
Quality Control Specialist
Great-West Financial
08.2014 - 03.2017
Account Administrator
Great-West Financial
08.2014 - 02.2016
Financial Services Representative
Bank of the West
10.2013 - 08.2014
Assistant Operations Manager/Cash Management/Customer Service
Citibank
03.2010 - 06.2013
Customer Service representative/Head Teller
HSBC Bank
09.2008 - 03.2010
Teller Associate
Bank of America
12.2007 - 09.2008
Diploma - Business English/Writing
Business Training Ltd.
Bachelor of Science - Finance
Metropolitan State University
Certificates - Business Studies, Distinction in Marketing and Sales, Small Business Management, Introduction to Microcomputer for Business Applications
University of The West Indies
High School Diploma - Business Education
Holy Trinity High School
Graduate - International Business
Westchester Community College
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