Katherine Westgerdes

• Conduct operational risk reviews (ORRs) of customer complaints within the National Business Banking Center (NBBC) and Consumer Deposits, to ensure accurate, compliant, and timely responses.
• Partner with cross-functional teams to conduct research and ensure adherence to internal policies and regulatory requirements.
• Review case documentation, systems or record, and customer communications for accuracy and compliance.
• Proactively identify financial crime and fraud risks requiring regulatory and internal reporting.
• Report suspected fraud, financial crimes, and elder abuse in accordance with policy and regulatory requirements.
• Collaborate with internal stakeholders and leadership to identify improvement opportunities and drive procedural updates aligned with risk and regulatory expectations.
• Provide procedural recommendations and actionable feedback to reduce risk, strengthen controls, and support compliance.
• Provide training, mentoring, and second level reviews (SLRs) to support on-boarding and development of new hires and cross-organizational teams.
• Perform peer reviews to support regulatory requirements, ensuring accuracy, consistency, and adherence to applicable policies and standards.
• Monitor daily policy and procedure updates and proactively communicate relevant changes to team members to ensure ongoing compliance and alignment.
• Completed specialized training for Small Business Segment (SBS) and Consumer Credit Card reviews, including applicable regulatory requirements.
• Participated in the Regulation Roadshow initiative to support regulatory reviews and knowledge sharing across ORR teams.
• Earned "Exceeds" performance ratings for three consecutive years (2023, 2024, 2025), reflecting strong performance and accountability.

Salt Lake City, UT - Sep 2019 to May 2020

Dayton, OH - Jan 2017 to Oct 2017

• Provided small business clients and consumers lending and deposit solutions.
• Worked closely with branch partners to assist with merchant services and investment options for businesses and consumers.
• Assisted consumers with completing mortgage and loan applications and closings.
• Opened Individual Retirement Accounts (IRAs) and completed contributions and distributions.
• Performed Know Your Customer (KYC) and Know Your Business (KYB) verifications for all businesses and consumers.
• Followed Customer Identification Program (CIP) and Customer Due Diligence (CDD) processes to ensure compliance with Bank Secrecy Act (BSA)/Anti-Money Laundering (AML) regulatory requirements and internal procedures.
• Proactively identified and reported indicators of suspected fraud, financial crimes, and elder and vulnerable adult financial exploitation to mitigate risk and ensure compliance.

Cincinnati, OH - Oct 2017 to Jul 2019

Cedarville, OH - Nov 2016 to Jan 2017

• Advised small business and consumer clients on deposit accounts, IRAs, loans, lines of credit, and home equity solutions.
• Partnered with Fraud Investigations and BSA/AML field officers to identify and report risk, prevent financial loss, and protect customers and the institution.
• Contributed to sustained branch revenue growth while maintaining 100% customer satisfaction scores since 2016; recognized for ranking in the top 10% of the region in Q1 2019.
• Exceeded annual sales goals by achieving 114% performance for the year at the Blue Ash branch.
• Delivered high-quality customer service through strong problem solving and relationship management skills.
• Served as acting branch leader ("next-in-line" manager) during branch manager absences to ensure continuity of operations and customer service.

• Supported over 100 small-to-large businesses in obtaining General Services Administration (GSA) contracts.
• Maintained subject matter knowledge of GSA solicitations Federal Acquisition Regulation (FAR) requirements.
• Analyzed, managed, and protected sensitive and confidential business information.
• Prepared technical and cost proposals for Federal contracting opportunities.
• Developed competitive pricing strategies aligned with government requirements amd market conditions.
• Conducted market and competitive research to assess government demand for products and services.
• Performed post-award contract administration, including modifications.

• Execute operational audits for multiple branches across the district to assess compliance, risk, and financial controls.
• Partnered with branch management ahead of annual audits to remediate gaps and improve audit outcomes, achieving "Satisfactory " ratings.
• Drove an 80% reduction in branch net operating losses through targeted process improvements and risk mitigation actions.
• Coached and trained teams on compliance, security, risk management, and policies; reduced policy exception losses.
• Monitored daily branch operational activities and reporting to identify control weaknesses and minimize financial losses.
• Oversaw branch cash controls, including vault and ATM cash levels, and conducted unannounced cash audits to prevent loss.
• Prepared and administered branch cash difference, policy exception loss, and financial performance reports.
• Served as Branch Security Coordinator, ensuring adherence to security protocols and incident response procedures.
• Performed personnel administration duties, including timecard approvals, scheduling, coaching, training, and staff development.
• Hired, trained, and mentored employees and conducted performance reviews.

Sales and Service Associate

Jun 1997 to Jun 1999

• Performed account maintenance, notary services, and supported loan closings while ensuring documentation and compliance accuracy.
• Completed annual safe deposit box audits and quarterly monetary instrument audits in accordance with internal policies and procedures.
• Maintained cash controls for branch vault and ATM, ensuring reconciliation accuracy and loss prevention.