Jennifer Beach
Fort Worth,TX
Summary
Accomplished and results-driven professional with over 28 years of extensive experience in account and portfolio management, client services, and compliance within the financial services sector. Expertise in resolving complex customer issues through root cause analysis and in-depth investigations, consistently serving as a dedicated client advocate. Recognized for exceptional customer service, outstanding communication skills, and a strong commitment to operational excellence while ensuring strict adherence to regulatory requirements and company policies. Seeking a full-time role that offers professional challenges and the opportunity to leverage interpersonal skills, effective time management, and problem-solving expertise to drive critical analysis and resolution functions.
Overview
22
22
years of professional experience
Work History
Credit Maintenance Quality Specialist - Highline Commercial Credit
Citigroup
09.2014 - Current
- Led compliance and risk management efforts within the Commercial Credit Highline division, collaborating with management, Risk, and Compliance officers to ensure strict adherence to governmental regulatory requirements (REG B, FACTACT, ECOA) and company policies.
- Conducted in-depth investigations and quality reviews, meticulously accumulating facts and developing recommendations for Senior Management and Compliance Associates to resolve complex issues and ensure policy accuracy.
- Managed and oversaw the prompt and thorough completion of regulatory, audit, and third-party action plans, ensuring comprehensive follow-up and compliance completeness.
- Reviewed commercial credit underwriting decisions to ensure accuracy and conformity with established policies and procedures.
- Developed and implemented quality control processes, enhancing operational efficiency across departments.
- Mentored junior staff on quality management systems, fostering a culture of continuous improvement.
- Led quality assurance initiatives, improving compliance with regulatory standards and internal policies.
- Managed quality reviews and remediation of 50 or more items per day.
Corporate Service Specialist - Diners Club
Citigroup
09.2007 - 11.2011
- Managed a portfolio of Citigroup's Diners Club corporate clients, providing superior customer experience in an inbound call center environment. This was a high profile portfolio that required sensitivity to the amount of personal private information.
- Ensured adherence to company policies, auditing procedures, and departmental standards, performing efficiently while maintaining exceptional quality.
- Provided prompt and accurate information regarding account status and proactively offered solutions based on client needs.
- Delivered exceptional customer service to enhance client satisfaction and retention.
- Analyzed service requests to identify trends and improve operational processes.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Managed workflow of more than 65 items per day via multiple channels.
Corporate Services Specialist - Home Depot Credit Services
Citigroup
02.2004 - 09.2007
- Provided individualized attention and resolved complex issues for corporate and commercial customers, offering proper options to bring various situations (including fraud, collections, accounts receivable) to resolution.
- Served as primary contact for commercial clients, delivering prompt and accurate information regarding account status and transactions for bank card products.
- Supported company policies, auditing procedures, and department goals, and aided in the development and delivery of training materials for new hires.
- Collaborated with cross-functional teams to streamline processes and improve operational efficiency.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- This portfolio assignment was for clients with credit lines over 500K and consider Key accounts that had average spending of 1MM or more a year.
Education
High School Diploma -
Trinity High School
Euless, TX05-1995
Tarrant County College
Hurst, TXSkills
- Strong written and verbal communication
- Complex Issue Resolution & Root Cause Analysis
- Client Advocacy & Relationship Management
- In-depth Investigations & Data Analysis
- Policy Adherence & Audit Management
- Autonomous Decision-Making
- Time & Case Management
- Microsoft Office Suites
Timeline
Credit Maintenance Quality Specialist - Highline Commercial Credit
Citigroup
09.2014 - Current
Corporate Service Specialist - Diners Club
Citigroup
09.2007 - 11.2011
Corporate Services Specialist - Home Depot Credit Services
Citigroup
02.2004 - 09.2007
High School Diploma -
Trinity High School
Tarrant County College
Recognition/Awards
Chairman's Achievement Award for Customer Excellence - July 2014