Glenda Jacobs

• Reviewed 10-20 Corporate new prospect KYC documents to meet requirements and determine business model risk.
• Determined customer risk ratings based on analysis and research findings.
• Consulted with compliance department to create regulatory reports.
• Provided input to company decisions for prospective suppliers.
• Understanding of financial regulatory requirements and anti-money laundering (AML) risk implications
• Supported KYC processes for prospective and existing customers.
• Conducted thorough reviews for high risk clients based on stratified risk level guidelines.
• Interpreted evidence from multiple tools and systems to determine legitimacy of customer behavior.
• Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
• Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
• Offered internal support for audit, compliance and reporting activities

Orchestrate delivery of superior service dictated by specific customers’ Elite or Citigold banking or credit card relationship status. Research and investigate client inquiries and requests, rally internal stakeholders to promptly resolve service issues or complaints, and defuse volatile situations through empathy and results. Projects most frequently involve service, user technical problems, or pricing disputes. Collaborate with internal Operations, Service on potential fraud, emerging trends, customer risk, and loss mitigation.

• Subject Matter Expert (SME) on managing Citigold member relationships, retention. and satisfactory resolution of service failures during time of constant worldwide change.
• Introduced “ride along” call listening sessions to reinforce proper technique for new and current staff, as well as pinpoint importance of attention to detail.
• Respond to as many as 100 calls daily from clients of varying size up to $1M.
• Joined company in Costco card unit but promoted to high-income Elite card unit within seven months.
• Kept team on track by assigning and supervising their activities and giving constructive feedback
• Resolve interpersonal conflicts by listening, finding common ground and building relationships
• Demonstrated leadership by making improvements to work processes and helping to train others
• Prioritized and organized tasks to efficiently accomplish service goals

Administered customer relationship management system (CRM), collaborated with project managers, and assisted in technical testing and troubleshooting for established digital advertising agency. Estimated costs and timelines for client marketing assignments, established job budgets, projected potential profitability, and coordinated account management.

• Evaluated profit impact of outsourcing portions of projects to vendors.
• Spearheaded team-building initiatives and special events to maintain employee engagement.
• Devised agency CRM, migrating 25 years of client and prospect data to CRM system, allowing sales team to better service, grow, and retain accounts while jump-starting new client acquisition.

• Maintained consistent use of graphic imagery in materials increasing marketing potential for clients
• Designed proposal covers and spines
• Developed website layouts, templates and unique branded looks for Non-profit projects

• Self-motivated, strong sense of personal responsibility
• Worked well in team setting, providing support and guidance
• Perform hearing screenings for over 100 soldiers for 3 military bases a month to combat hearing loss in active duty soldiers