Destiny Pereida

Performed initial assessments of trust, estate, and consumer accounts for new bank customers.

My duties are as follows:

• Ensure accurate documentation and information for account openings is obtained.
• Outreaching to my client, pulling Lexis Nexis reports or locating reliable sources to obtain any missing information/documentation and uploading it into our system.
• Conducted client screenings using a database to identify AML, sanctions, and negative news hits.
• Assessed validity of hits and determined bank's risk acceptance.
• Evaluated client cash, paper product deposits and cross-border wires to ensure activity alignment with client profile.
• Corroborating my clients net worth and sow through due diligence research.
• Performing periodic reviews to ensure the most up-to-date information is on all accounts the client holds with Citibank.

Aside from my typical day to day responsibilities, I have been chosen to participate in multiple project assignments including:

• Processing client requests by reviewing and updating accounts with power of attorney.
• Verifying accuracy of newly opened brokerage accounts.
• Conducting regular and impromptu reviews upon changes in client address or activity related to sanctioned countries.
• Reviewing accounts triggered due to changes in their high risk product usage or when the identification document used at onboarding could not be found in the system.

During my career with Citibank, I have received multiple recognition certificates and kudo emails from managers and peers for:

Demonstrating eagerness to learn and teach new concepts.

Dedicating time to ensure department stays ahead during heavy workloads.

Achieving superior results in quality evaluations.

• Consistently provide excellent customer service through expert resolution of conflicts, Issues and concerns.
• Upgrade accounts and review new promotional offers with card members when available.
• Consult with card members to evaluate needs and determine the best options.
• Process large payments on accounts as well as all other request in a timely manner.
• Promptly respond to questions or concerns about service, account changes, or company policy.
• Escalate call appropriately when necessary.
• Earn managers trust by serving as retention champion for our department.
• Assisted in helping our department with new retention procedures.
• Earned awards for highest customer survey score with the most surveys in our team, highest adherence, outstanding performance, and team MVP.
• Exceeded expectations by serving as Development Coach to new hires.

• Maintain up to date knowledge of story policy regarding payment money transfers, check cashing, and cash advances.
• Verify features in regards to debit card accounts.
• Maintain adequate cash supply in drawer and balance nightly.
• Make payments to customer account and extend due dates.
• Regularly sought opportunities to offer extra cash and additional product.
• Kept store and surrounding area clean by picking up and taking out trash, cleaning restrooms, lobby and parking lot.
• Earn management trust by serving as second verifier and responsibly opening and closing with other tellers.
• Performed store opening and closing duties including securing store and cash.

• Responsible for ringing up customer in a timely manner while guaranteeing a positive customer experience and resolving all customer complaints.
• Education Maintain up to date knowledge of all sales and clearance.
• Process returns and exchanges.
• Organize products and made sure the store was presentable
• Expressed appreciation for our customers and always invited them to return to our store.
• Often received teller bonus and the perfect call bonus for our store month after month