Erika Gamez
San Antonio
Summary
Detail-oriented compliance professional skilled in due diligence, risk management, and customer identification. Analyzes complex data to pinpoint risks and ensure regulatory compliance. Facilitates collaboration and adapts to changing requirements while delivering high-quality outcomes. Knowledgeable in KYC procedures and regulatory standards, committed to maintaining accurate records that uphold organizational integrity.
Overview
23
23
years of professional experience
Work History
Know Your Customer/AML Compliance and Control – Business KYC Officer
CITIGROUP
San Antonio, TX
07.2015 - Current
- Conducted thorough customer due diligence to ensure compliance with regulatory requirements.
- Conducted qualitative holistic reviews of consumer activity and KYC cases, prioritizing assignments to ensure timely completion.
- Analyzed client transactions to identify potential risks, implementing strategies to mitigate fraud exposure.
- Analyzed various types of data including suspicious transaction trends, various AML metrics
- Engaged in assessing the effectiveness of Consumer KYC processes. of Consumer KYC processes and review scope
- Reviewed new consumer liability account documentation for completeness and accuracy, addressing missing documentation requests from branches.
- Proposed actionable strategies to enhance operational quality. to improve quality and reduce banker and/or team error rates
- Allocated tasks and managed workflow among AML analysts. and assigned tasks to AML analysts.
- Resolved complex customer complaints related to account closures. and/or appeals related to closeout decisions
- Performed detailed investigations into policy adherence and procedural compliance., regarding policy and procedures to make decisions regarding escalated issues
- Partnered with internal units to ensure adequate due diligence process is carried out for customer accounts and documentation reviews.
Branch Service Support Unit- Escalation Specialist II
CITIGROUP
San Antonio, TX
07.2013 - 07.2015
- Conducted targeted investigations and analyzed transaction activity on consumer accounts to identify potential risks.
- Analyzed suspicious transaction trends with various AML metrics
- Conducted qualitative holistic reviews of consumer activity and due diligence based on Know Your Customer (KYC)
- Handled escalated complaints and appeals related to closeout decisions
- Worked with relationship partners to assist in resolution of each investigation
- Reached out to clients on a daily basis to obtain information necessary for investigations
- Assisted Unit Manager in hiring process of new to bank specialists
- Created workflow assignments in Microsoft Excel for new to bank specialists
Client Research Account Investigator 3
CITIGROUP
San Antonio, TX
05.2011 - 07.2013
- Utilized computer system to investigate disputes, processing and resolving cases efficiently
- Respond to customer inquiries in writing or verbally within 24 hours
- Handled escalated issues requiring complex investigative actions to ensure customer satisfaction
- Performed essential functions to correct client issues regarding credit accounts, enhancing overall resolution outcomes
- Processes account maintenance and adjustments
- Executed workflow assignments effectively
- Assisted with Verification and Quality Control of completed investigations
Home Equity Client Services
CITIGROUP
San Antonio, TX
09.2010 - 05.2011
- Managed daily communication with over 80 internal and external clients to address inquiries and provide timely support
- Assisted internal and external customers with account inquiries to resolve issues and ensure satisfaction
- Explained bank procedures for credit accounts to facilitate understanding and compliance
- Provided information to client’s as well as third parties for proper procedures regarding credit accounts
Internet Client Escalations Message Team
CITIGROUP
San Antonio, TX
03.2009 - 09.2010
- Resolved escalated customer issues through thorough investigations and complex problem-solving
- Researched retail bank accounts, including recent transactions and balance inquiries, to support customer inquiries
- Respond to online messages sent via Citibank online system
Client Escalations Unit
CITIGROUP
San Antonio, TX
12.2007 - 03.2009
- Managed 80+ escalated calls daily, providing timely resolutions to complex client issues
- Resolved critical concerns for servicing teams, enhancing support effectiveness
- Investigated and resolved fraud-related issues for clients with debit card and ACH electronic debit problems, ensuring client trust and satisfaction
- Took over supervisory calls for main servicing agents
- Assisted main servicing agents with questions regarding procedural processes
- Assisted with inquiries regarding Citibank procedures
Citibanking Financial Services Phone Agent
CITIGROUP
San Antonio, TX
02.2006 - 12.2007
- Handled incoming calls from external clients, resolving inquiries and offering assistance
- Assisted internal/external customers with account inquiries
- Acted as Subject Matter Expert (SME), guiding team and enhancing service quality
- Delivered bank procedures and policies to support operations across multiple marketplaces
Teller
BANK OF AMERICA
San Antonio, TX
02.2003 - 09.2006
- Processed checks, facilitated customer withdrawals, issued money orders, cashier's checks, foreign currency, and managed deposits
- Cross-sold banking products, including loans, new accounts, and credit cards, to enhance customer financial solutions
- Collaborated with internal and external clients to effectively address banking needs
Quality Control Specialist
WORLD SAVINGS
San Antonio, TX
09.2005 - 02.2006
- Audited mortgage applications for accuracy, ensuring compliance with standards
- Verified completeness of documents prior to closing to facilitate smooth transactions
- Worked with loan processors to obtain missing/required documents
- Entered all necessary data into mortgage software via computer system
- Guided team members on mortgage-related inquiries, enhancing overall support
Education
Bachelor of Arts - Human Resources
University of The Incarnate Word
San Antonio, TX05-2016
Associate of Arts - Criminal Justice
Santa Fe Community College
Santa Fe, NM12-2001
Skills
- AML compliance
- Customer due diligence
- Fraud monitoring
- Risk assessment
- Regulatory documentation
- Analytical problem-solving
- Detail-oriented approach
- Cross-functional teamwork
Summary of Qualifications
- 14 years of banking experience to include 10 years of call center experience
- Experienced in Microsoft Office Applications such as Word, Excel, and PowerPoint
- Knowledge of call center software: CWS (workstation), Citismart navigation, Lotus notes and Citisolve
- Knowledge of WFM systems: EWFM and Exception/VTO Database
- Strong written and verbal communication skills
- Strong team work and interpersonal skills
- Dedicated, hard working, quick learner, and strive for excellence
Timeline
Know Your Customer/AML Compliance and Control – Business KYC Officer
CITIGROUP
07.2015 - Current
Branch Service Support Unit- Escalation Specialist II
CITIGROUP
07.2013 - 07.2015
Client Research Account Investigator 3
CITIGROUP
05.2011 - 07.2013
Home Equity Client Services
CITIGROUP
09.2010 - 05.2011
Internet Client Escalations Message Team
CITIGROUP
03.2009 - 09.2010
Client Escalations Unit
CITIGROUP
12.2007 - 03.2009
Citibanking Financial Services Phone Agent
CITIGROUP
02.2006 - 12.2007
Quality Control Specialist
WORLD SAVINGS
09.2005 - 02.2006
Teller
BANK OF AMERICA
02.2003 - 09.2006
Bachelor of Arts - Human Resources
University of The Incarnate Word
Associate of Arts - Criminal Justice
Santa Fe Community College