DIANA LORENA MURILLO
Miami,FL
Summary
Banking Professional and Legal Consultant with 12+ years of experience in the financial sector, supporting regulated banking operations, documentation review, and process execution. Experienced in regulatory compliance, internal controls, risk mitigation, and operational procedures. Skilled in managing complex cases, collaborating across cross-functional teams, and ensuring adherence to policies in highly regulated environments.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Customer Service Representative
Davivienda International
Miami, USA
01.2020 - Current
- Led process optimization initiatives for internal tools and online banking functionalities, implementing self-service digital solutions that reduced service requests by 30% and enhanced operational efficiency. Represented Davivienda Miami in 2022 Corporate Innovation Competition with a successful digital banking project.
- Managed account requests and reviewed W-8/W-9 documentation for Corporate Banking clients and Relationship Managers, maintaining accurate records and ensuring regulatory compliance.
- Coordinated complex case investigations and escalations across business units, ensuring timely resolutions for transactional issues.
Legal Consultant
Freelance
Miami, USA
01.2017 - 12.2019
- Advised clients on regulatory matters, prepared legal documentation to ensure compliance, and analyzed cases to inform strategy.
- Advised clients on legal compliance and regulatory matters.
- Conducted legal research on case law and statutes.
Customer Protection Attorney
Superintendence of Industry and Commerce
Bogotá, Colombia
10.2013 - 12.2016
- Advised clients on compliance with industry regulations and legal frameworks.
- Analyzed consumer complaints and evaluated compliance with consumer protection regulations.
- Conducted legal research to support case preparation and regulatory analysis.
- Drafted legal documents, including contracts and policy statements for various industries.
Judicial Processes Coordinator
Banco Davivienda S.A.
Bogotá, Colombia
11.2010 - 10.2013
- Coordinated judicial responses, ensuring compliance with internal policies and regulatory requirements.
- Coordinated cross-departmental communication for project updates and resource allocation.
- Managed scheduling and logistics for team meetings and training sessions.
- Developed and maintained detailed documentation for operational procedures and workflows.
Customer Service Representative
Banco Davivienda S.A.
Bogotá, Colombia
04.2006 - 11.2010
- Resolved customer inquiries and processed banking requests, ensuring compliance with bank procedures to enhance customer satisfaction.
- Assisted customers with inquiries regarding banking products and services.
- Processed transactions accurately and efficiently for diverse customer needs.
- Resolved customer complaints through effective communication and problem-solving skills.
Education
Specialization - International Economic Law
Externado University
03-2015
Bachelor of Laws -
Catholic University of Colombia
03-2012
Certification
- FIBA Anti-Money Laundering Certified Associate (AMLCA)
Languages
- Spanish, Native
- English, Advanced
Timeline
Customer Service Representative
Davivienda International
01.2020 - Current
Legal Consultant
Freelance
01.2017 - 12.2019
Customer Protection Attorney
Superintendence of Industry and Commerce
10.2013 - 12.2016
Judicial Processes Coordinator
Banco Davivienda S.A.
11.2010 - 10.2013
Customer Service Representative
Banco Davivienda S.A.
04.2006 - 11.2010
Specialization - International Economic Law
Externado University
Bachelor of Laws -
Catholic University of Colombia