Kirsten Coleman
Citibank, NA
Orange Park,FL
5
years of professional experience
Experienced professional brings years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Work History
Operational Risk Associate Analyst II
1 Year 1 Month- Conducted operational risk assessments to identify control gaps,potential risks, and process improvement opportunities across business operations.
- Evaluated the effectiveness of internal controls and supported ongoing monitoring to ensure compliance with corporate policies and regulatory requirements.
- Investigated risk events, analyzed root cause and partnered with cross-functional teams to remediate and build new controls.
- Prepared reports, maintained risk documentation, and communicated findings to management and key stakeholders.
Executive Response Unit (ERU) Analyst
3 Years- Provide personalized service to customers who communicate with the Office of the Chairman, other Senior Executives and other Regulatory/Legal channels.
- Conduct in-depth investigations of the issues, interfacing with all external and internal partner organizations (Compliance, Legal, Marketing, CoreLogic, etc.)
- Write personalized responses, and ensure the escalation and speed of each response meets the customer's and Regulatory agency's needs.
- Resolve complex issues, while valuing the client and using prudent business judgement.
Citibank Paycheck Protection Program (PPP) Analyst
11 Months- Assisted clients with their PPP loan forgiveness applications by identifying root causes preventing them from obtaining full forgiveness and providing applicable guidance.
- Effectively communicated with business partners including but not limited to Executive Response Unit, Remedial/Risk Management, Fraud, and Small Business Loan Servicing regarding client loans and applications.
- Tasked with resolving complex client issues and Level 2 complaints/escalations using available resources and various communication methods.
- Provided case summary responses to Senior Managers as needed.
- Aided management and internal partners in the resolution of technology issues impacting clients with over 1,000+ issues resolved to date.
Education
High School Diploma
Skills
Upbeat and Positive Personality
De-escalation Techniques
Multitasking
Organization and prioritization
Creative Problem Solving
Exceptional communication skills
Timeline
Operational Risk Associate Analyst II
Citibank, NA
07.2025 - CurrentRead More
Executive Response Unit (ERU) Analyst
Citibank, NA
07.2022 - 07.2025Read More
Citibank Paycheck Protection Program (PPP) Analyst
Citibank, NA
08.2021 - 07.2022Read More
Edward H White High School
High School Diploma
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