Summary
Overview
Work History
Education
Skills
Timeline
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Dwayne Jordan

Dayton

Summary

Dynamic KYC Operations Intermediate Associate Analyst at Citibank with exceptional research aptitude and a detail-oriented approach. Proven track record in enhancing compliance processes and driving operational improvements. Adept at UAT testing and collaborating across teams to achieve strategic goals, ensuring a robust risk management framework while delivering superior customer service.

Overview

21
21
years of professional experience

Work History

KYC Operations Intermediate Associate Analyst (EWA)

Citibank
Florence
06.2016 - Current
  • Assist with performing financial, statistical, and operational studies to aid initiatives and ongoing reporting needs of the Operations department
  • Assist with performing feasibility analysis for process changes and coordinate with business/compliance teams to develop system process improvements and solutions
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
  • Perform enhanced work item analysis to ensure the correct enhancements and work items are being implemented into KYC focused heavily on creating a risk based KYC system.
  • Research and interpret information, identify inconsistencies and make recommendations based on experience and speciality knowledge
  • KYC Operations Intermediate Associate Analyst
  • Partner with internal units to ensure adequate due diligence process is carried out for customer accounts and documentation reviews
  • Participate and assist with the organization of weekly meetings and calls to discuss “Sustainability and Remediation” population
  • Ensure all information and documentation comply with local regulation and Citi standards
  • Operational AML Risk Analyst
  • Reviews reports to understand problems, learning opportunities, and trends to make detailed recommendations to upper management for process improvement procedures and cost savings.
  • Analyzes data and evaluates client AML/KYC risk, conducts independent research, verifies appropriate risk profile partnering with various groups including legal, compliance, and credit as needed to ensure accurate risk analysis and assessment.
  • Works in a production driven environment to identify missing or insufficient client due diligence information based on investigations utilizing both internal and external systems following global AML/KYC policy.
  • Sup C
  • Competently supporting emergency services and senior leadership as an acting manager.
  • Executing and assisting with projects to drive results and ensure department goals are met.
  • Escalation Specialist
  • Effectively assisting and coaching main gate agents to de-escalate calls
  • Competently managing multiple escalated tasks in a high volume call center
  • Billing Dispute Expert
  • Competently assisting card members on a daily basis with billing disputes in a high- volume call center
  • Providing customer service while effectively managing multiple computer systems

Regional Director of Operations

FastMed
South East Region
05.2011 - 05.2016
  • Effectively supervised and developed Clinic Managers in the South East region.
  • Developed and on boarded new programs to maintain a cost efficient region.
  • Efficiently evaluated cost benefit analysis of multiple urgent care centers.
  • Clinic Manager
  • Competently managed a team of individuals in a high-paced clinical setting
  • Responsible for recruitment, hiring, and retention of employees
  • Provided excellent customer service in stressful situations
  • Team Lead
  • Responsible for scheduling, quality assurance, and conflict resolution in a clinical setting.
  • Competently assisted management with recruitment, administrative, and operational duties.
  • Managed client complaints while providing excellent customer service.
  • Certified Trainer
  • Facilitated training programs for clinical staff in numerous North Carolina clinics.
  • Maintained clinical competency documentation for incoming and outgoing staff members.
  • Developed coaching plans to assist with the growth of new hires and existing employees.

401K Specialist

Fidelity Investment Customer Support Services
Cary
11.2008 - 04.2011
  • Customer support assists and handles consumer complaints and concerns.

Assistant Branch Manager

Enterprise Rent-a-car
Salem
03.2004 - 09.2008
  • Accepted into national management training program
  • Promoted twice in a four year span by meeting sales goals
  • Train and oversaw new employees
  • Worked on budget and sales goals with staff on monthly bases

Education

Medical Assistant Certification - Medical Assisting

ECPI College of Technology
Raleigh, NC
03.2011

Bachelors of Science - Business Administration, International Business

Merrimack College
North Andover, MA
05.2003

Skills

  • Microsoft Office Suite proficiency
  • Ability to work with many operating systems (eg, Windows, Pega, 360, etc)
  • UAT testing
  • EWA
  • Exceptional team player performing cross-functional roles
  • Detail-oriented investigator
  • Superior research aptitude

Timeline

KYC Operations Intermediate Associate Analyst (EWA)

Citibank
06.2016 - Current

Regional Director of Operations

FastMed
05.2011 - 05.2016

401K Specialist

Fidelity Investment Customer Support Services
11.2008 - 04.2011

Assistant Branch Manager

Enterprise Rent-a-car
03.2004 - 09.2008

Medical Assistant Certification - Medical Assisting

ECPI College of Technology

Bachelors of Science - Business Administration, International Business

Merrimack College

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