Esmeralda Gonzalez
Humble,TX
Summary
Detail-oriented financial services professional with experience analyzing client transactions, identifying red flags, and escalating suspicious activity. In my current role as a Client Support Specialist, I handle money movement, trading operations, and multi-system navigation with high accuracy under pressure. Strong analytical thinker with skills in data interpretation, KYC/AML understanding, and case documentation. Highly motivated to support Fidelity’s mission of protecting customers and the firm by transitioning into a Fraud Surveillance Analyst role.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Support Specialist I
Fidelity Investments
05.2024 - Current
- Assist clients with money movement, trading, account maintenance, and product education with a focus on accuracy and regulatory compliance.
- Analyze client requests and transaction patterns to identify potential risks and escalate suspicious activity when appropriate.
- Provide clear, empathetic communication to guide clients through complex financial processes.
- Work with Fidelity systems including FocusPoint, FBSI, XTRAC, FDOT, NICE, ID Gateway, and Salesforce.
- Consistently deliver high-quality support/service in a high-volume, fast-paced environment.
Financial Advisor
Merrill
04.2022 - 01.2024
- Built customized investment portfolios and comprehensive financial plans tailored to client objectives.
- Analyzed client financial information and provided guidance on retirement, risk management, and market strategies.
- Ensured compliance with strict industry regulations and firm policies.
- Increased assets under management through strong client relationships and prospecting.
- Collaborated closely with team members and contributed to projects to improve service and operations.
- Presented customized planning recommendations and ongoing strategy adjustments.
Relationship Banker (Operations Lead)
Bank of America
07.2017 - 03.2022
- Analyzed customer financial situations to recommend deposits, loans, credit, and digital tools.
- Exceeded performance goals for customer satisfaction, referrals, and financial product sales.
- Generated new business through strong relationships with clients and financial advisors.
- Served as the Branch Operations Leader , completing audits, validating daily branch paperwork, and managing vault cash inventory.
- Identified unusual account activity and escalated suspicious transactions to prevent fraud and account misuse.
- Educated clients on secure banking practices and financial tools to reduce fraud exposure.
Education
High School Diploma -
C.E. King High School
Houston, TX06.2015
Skills
- Data analysis & Interpretation
- KYC/AML understanding
- Case documentation & Escalation
- Multi-system navigation
- Risk mitigation
- Trading operations
- High attention to detail
- Excellent verbal/written communication
- Cross-team collaboration
- High accuracy under pressure
- 85 WPM
Certification
- SIE.
- Series 7.
- Series 66.
- CRPC - Chartered Retirement Planning Counselor - College of Financial Planning.
- Six Sigma Black Belt Certification in Finance - The Council of Six Sigma.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Client Support Specialist I
Fidelity Investments
05.2024 - Current
Financial Advisor
Merrill
04.2022 - 01.2024
Relationship Banker (Operations Lead)
Bank of America
07.2017 - 03.2022
High School Diploma -
C.E. King High School