JACQUELINE OSBON
San Antonio,TX
Summary
Reliable business professional with 17 years of expertise in project management, process improvement, client experience and fraud prevention. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
19
19
years of professional experience
Work History
Executive Response Analyst - Officer
Citibank N.A.
05.2023 - Current
- Regulatory, Non-Regulatory, and Customer Complaints Resolution, resolved escalated issues within proper compliance timeframe, ensuring data accuracy
- Provide timely and effective resolutions to escalated client complaints
- Tackle intricate tasks that require in-depth investigation or research
- Contribute to problem-solving and decision-making
- Exercise sound judgment when handling sensitive issues
- Balance customer satisfaction with organizational policies
- Upheld Retail Bank’s integrity by ensuring compliance and ethical conduct
- Out-of-box critical thinking seeking resolution within several channels, such as chat review, call listening, email review, legal document, and mail reviews
- Utilizes advanced knowledge of applicable laws and regulations, company policies, and best practices in the investigative field to organize investigative results
- Prepares full case details and regulatory reports for an organization to appropriate legal representatives.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Legal and Regulatory Coordination, work closely with legal and regulatory teams to address complex issues.
- Risk Management and Compliance, by logging detailed records of escalated cases. Provide recommendations to management for process improvements.
- Negotiated effectively with stakeholders through superior communication.
Operations Support Project Analyst - Digital Servicing Transformation & Enablement
Citibank N.A.
05.2019 - 05.2023
- Conducted comprehensive risk assessment analyses to identify potential outliers, ensuring project timelines and budgets were adhered to
- Generated detailed and timely reports, encapsulating overall project plan, schedule, and budget, to facilitate informed decision-making
- Implemented strategic change management initiatives, developing training materials, updating source cards, and conducting huddles to disseminate best practices
- Orchestrated communications across various business lines to guarantee seamless transitions between project stages
- Managed multiple projects concurrently, upholding exceptional levels of accuracy and meticulous attention to detail.
- Tracked ongoing project advancement towards predefined milestones, reducing instances of missed deadlines.
Client Advocacy Analyst
Citibank
12.2011 - 10.2014
- Managed Escalation Home Office group, mentoring staff and enhancing service quality through strategic call analysis
- Established and nurtured trust with teams across departments, ensuring open and interactive communication
- Addressed complex inquiries and client complaints with thorough research and analysis, providing effective solutions
- Investigated client complaints to identify root causes and developed strategies to improve customer service
- Initiated Client Advocate workshops and calibration sessions to foster culture of continuous improvement and operational efficiency
- Compiled detailed reports for senior management, outlining agent performance, project insights, and financial forecasts.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
Fraud Escalation Analyst
Citibank
03.2010 - 12.2011
- Evaluated and addressed potential fraud and abuse cases, implementing measures to mitigate risks
- Contributed to risk management processes, aiding in the detection and cessation of suspicious ACH transactions
- Vigilantly monitored suspicious debit card activity and ACH transactions to prevent fraudulent operations
- Conducted detailed reviews and analyses of online banking transactions to ensure financial integrity
- Responded to inbound calls from clients reporting lost or stolen debit cards and potential fraudulent activities, providing immediate assistance
- Managed identity theft cases, serving as a liaison between back-office teams to advocate for client and organizational interests
- Executed outbound calls to financial centers and clients to verify potential fraudulent checks, transactions, or alerts
- Stayed abreast of national fraud trends and behaviors, identifying new patterns and communicating findings to senior management
- Processed both non-fraud and fraud claims in compliance with regulatory standards
- Worked alongside other departments to implement and enforce fraud prevention policies effectively
- Skilled in providing critical input for business requirements, project initiatives, and process updates to enhance fraud prevention and detection measures
- Adept at conducting thorough research and delivering detailed analyses promptly to relevant stakeholders in the required format.
Personal Banker Service & Sales Associate
Citibank
07.2009 - 03.2010
New Account Opening & Servicing Processor
Citibank
10.2006 - 07.2009
New Account Opening Data Entry Processor
Adecco at Citibank
03.2005 - 10.2006
Skills
- Workflow Planning, proficient in organizing and managing workflows to enhance efficiency
- Deploying and configuring systems according to business requirements
- Performance Forecasting: Adept at predicting future performance trends to guide strategic planning
- Risk and Root Cause Analysis & Data Privacy: Experienced in identifying potential risks and implementing effective management strategies
- Fraud Management, Financial Products & Detection: Knowledgeable in detecting fraud patterns and implementing preventative measures
- Trends & Process Improvements: Capable of identifying inefficiencies and executing process enhancements for optimal performance
- Agile Project Management Trained
- Project Plan Understanding: Support: Providing robust support throughout project lifecycles
- Documenting & Record Keeping: Meticulous in maintaining comprehensive documentation and records
- Technical Support Knowledge & Incident Reporting
- Training Material Development: Proficient in creating and developing effective training materials for new process changes
- Analytical Thinking
- Documentation And Reporting
Timeline
Executive Response Analyst - Officer
Citibank N.A.
05.2023 - Current
Operations Support Project Analyst - Digital Servicing Transformation & Enablement
Citibank N.A.
05.2019 - 05.2023
Client Advocacy Analyst
Citibank
12.2011 - 10.2014
Fraud Escalation Analyst
Citibank
03.2010 - 12.2011
Personal Banker Service & Sales Associate
Citibank
07.2009 - 03.2010
New Account Opening & Servicing Processor
Citibank
10.2006 - 07.2009
New Account Opening Data Entry Processor
Adecco at Citibank
03.2005 - 10.2006