Jacqueline Fancher
San Diego,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining and developing professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
KYC Operation Associate Analysis
Citibank
11.2017 - 04.2024
- Enhanced client onboarding process by streamlining KYC procedures and reducing turnaround time.
- Identified potential risks and red flags through comprehensive customer risk assessments, mitigating potential financial losses.
- Provided training to new team members on KYC procedures, resulting in increased productivity and effectiveness.
- Performed quality assurance checks on completed customer files, ensuring accuracy and completeness before submission for review or approval.
- Supported AML investigations by providing accurate and timely information on customers'' financial activities.
- Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
- Conducted KYC formality reports on questionable accounts and transactions.
- Prevented account closures or penalties with prompt resolution of outstanding KYC issues for high-risk clients.
- Managed a high volume of client data, maintaining strict confidentiality and adhering to internal policies for information handling.
- Educated staff on anti-money laundering and financial crimes to escalate concerns to senior members of PSR team.
- Determined customer risk ratings based on analysis and research findings.
- Interpreted evidence from multiple tools and systems to determine legitimacy of customer behavior.
- Consulted with compliance department to create regulatory reports.
- Maintained up-to-date knowledge of industry best practices, sharing insights with colleagues to enhance organizational performance.
- Adjusted end-to-end KYC process needs to align with workforce capabilities.
- Supported KYC processes for prospective and existing customers.
- Offered internal support for audit, compliance and reporting activities.
- Partnered with client-facing teams to collect legal documents and associated information for regulatory and internal policies.
- Assisted in audits, leading to improved internal controls and adherence to regulatory guidelines.
Assisted Branch Manager
Citibank
06.2002 - 04.2024
- Managed daily operations for optimal branch performance, including staff scheduling, customer service, and financial transactions.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Developed strategic plans for day-to-day financial operations.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Complied with established internal controls and policies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Engaged employees in business processes with positive motivational techniques.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Resolved various issues impacting sales management and business operations.
- Assessed employee performance and developed improvement plans.
- Enhanced branch efficiency by streamlining operational processes and implementing new systems.
- Cultivated strong relationships with clients by consistently providing exceptional service tailored to their individual needs.
- Championed process improvements that simplified workflows while upholding stringent quality standards across all functional areas of the branch operation.
- Improved customer satisfaction with prompt issue resolution and proactive communication.
- Oversaw inventory control procedures to maintain accurate records, prevent theft or loss, and ensure timely restocking of supplies as needed.
- Promoted a positive work environment through employee engagement activities and open communication channels.
- Evaluated staff performance regularly, providing constructive feedback for continuous improvement and career development opportunities.
- Strengthened internal controls, resulting in a marked reduction in instances of fraud and other forms of financial malfeasance.
- Facilitated inter-departmental collaboration to optimize overall branch functionality and cohesion.
Education
High School Diploma -
Samuel FB Morse High School
San DiegoSkills
- Banking
- Relationship Building
- Customer Service
- Team Player
- Excellent work ethic
- Friendly
- Coaching and Mentoring
- Conflict Resolution
- Security and Safety Protocols
- Problem-solving abilities
- Multitasking
- Enhanced Due Diligence
- Transaction monitoring
- AML Compliance
- Personal Banker
Timeline
KYC Operation Associate Analysis
Citibank
11.2017 - 04.2024
Assisted Branch Manager
Citibank
06.2002 - 04.2024
High School Diploma -
Samuel FB Morse High School