KRISTEN A. ARCOS
Hondo,TX
Summary
Bank Business Process Consultant Senior with over 20 years banking experience, self-motivated, detailed oriented, enjoy helping others and have excellent communication, project management, research, and problem solving-skills that are proven with my record of success. My strengths include being very hard working, ability to meet deadlines, deep dive grey areas, strong interpersonal skills, excellent at organization, documentation and enjoy creating tools to improving processes.
Overview
24
24
years of professional experience
Work History
Process Owner / Business Process Consultant Senior
USAA
01.2019 - Current
- Future proofing to align existing digital capabilities both online and mobile with the Bank IVR to increase member satisfaction, modernization while ensuring self-service containment
- Lead team for evaluating member feedback to identify pain points and suggest process or design enhancements
- Execute program management activities such as creating and maintaining project plans, roadmaps and monthly documentation of benefits and forecasts
- Networking across Omni, Enterprise and Digital Partners and presenting weekly updates to VPs and other stakeholders
- Lead the Authentication Campaign tasked to find an existing solution that can be leveraged ASAP and suggest strategic solution for the future
- Lead consent order work when loaned to Bank Member Advocacy Complaints assist in addressing consent order deliverables specifically in establishing and operationalizing a quality assurance program, triage, process improvements, and establishing a call audit and review program for a new role to Bank Member Advocacy mirroring call quality reviews
- This included coaching and monitoring efforts of 8 Directors pushing them to remain complaint during a testing period to prove our changes were complaint which resulted in successful closure of two issues on time that were previously listed as off track before my involvement
- Create, present, and maintain process maps that include regulatory documentation in CFO Enhanced Money Movement.
- Conducted detailed root-cause analyses to identify areas for process improvement and implement corrective actions.
- Designed innovative solutions to complex problems, enhancing overall system effectiveness.
- Also ensuring process collections are accurate, exhibit clear understanding of applicable laws, regulations, compliance and outline any risks and controls
- Provided backup assistance as process owner for Property and Casualty, Loans, and Brokerage Processing teams
- Establish strategic partnerships and maintain effective relationships with assigned business units and manage stakeholder interests including CFO, HR, IT, and Legal
- Collect and consolidate demand and identify opportunities by business portfolio both vertically and/or horizontally across the enterprise
- Oversee the development of business process related solutions for clients
- Define client needs, determine strategy, and develop plans and proposals for delivery of a project leading to a process or function being improved for efficiency and effectiveness
- Execute risk control plans and assist in identification of business process management risks
- Prepare reports and provide presentations to EMG to measure project and process performance to identify trends and opportunities for improvement
Deposit Product Manager, Lead Knowledge Manager, Trainer, Operations Manager, Quality Senior Business Analyst & Customer Service
Citi
03.2000 - 02.2017
- Lead product development and portfolio management of over 2.3 billion dollars spanning across 340,000 accounts
- Subject matter expert for consumer retirement IRAs, Keoghs, savings, regulatory and compliance needs
- Managed daily audit and quality assurance documentation of all communications across all businesses, KD, and digital published content
- Coaching for any changes required were directly provided to submitter for correction and learning
- Developed internal and external communications, training, and process re-engineering
- Prepared monthly business review to report balance flows and utilize metrics for use in managing the portfolio
- Lead efforts to identify risks, correct and remediate several business issues with Corrective Action Plans to conclusion within the set timeline
- Partner with Audit, Risk, Branch, Operations, Phones, Anti-Money Laundering, Legal, Compliance, Tax and Technology partners to identify and resolve technical issues.
- Specific focus in bank regulations such as Regulation DD, Anti-Money Laundering, Know Your Customer, Screening and Customer Identification Programs
- Created a 'One Stop' of bank regulations for use by all employees
- Developed new strategies with focus on digital upgrades and value propositions for enhanced business opportunities and customer satisfaction
- Lead for a project to identify, document and ensure changes and system enhancements are made to the Call Center Authentication Tool and intranet procedures for bank, retirement plan and card customers to add systemic controls and mitigate risks
- This required documenting customer/employee pain points, compliance requirements, identify differences/similarities and obtaining Legal, Compliance and Risk approval.
- Also lead a team requiring full test the tool enhancements ensuring all changes worked as planned and tool functioned as expected
- This change also required communication to all areas via Internal Mass Communication (Source Alert/Message Center Bulletin)
- Lead intranet redesign of over 6,000 web pages to streamline and improve content in standard format with ability to skip and scan for information as needed based on audience
- Research and analyze complex data or business issues to identify gaps, compliance or risk issues and provide recommendations to business owners
- Automated procedures and forms for all bank channels to enhance customer experience/decrease cycle time
- Applied project management skills and lead 15 other Business Analysts through publishing and editing project work and deadlines for large and small-scale projects simultaneously
- Coordinate with various project managers, trainers, and Senior Leaders nationwide for release of new technology such as Apple Pay, Android Pay, Samsung Pay (Mobile Wallets) and Mobile Check Deposit
- Established and managed digital feedback process from employees and facilitated weekly meetings to address improvement possibilities
- Provided weekly and monthly reports to Senior Leadership
- Coordinated with Senior Leaders to map out controls and assessments for audits or legal cases
- Managed stakeholder expectations effectively throughout the entire product development process.
Education
Bachelor of Arts in Business Administration - Business Administration
University of Arizona
San Antonio, TX12.2022
Associates in Foundations of Business - Business Administration
University of Phoenix
San Antonio, TX12.2010
Master of Business Administration -
University of Arizona
San Antonio, TX04.2025
Skills
- Process Documentation
- Workflow Design
- Data-driven decision-making
- Process Automation
Awards
- BCC MVP at USAA – Awarded for Consent Order work and issue closure by setting up a QA Program and digital tools
- Tribute Award at USAA – Awarded for covering for multiple teammates out on a long-term leave
- Recognized as a top Citibank Employee (Citi Star) – Received multiple times
Volunteer Experience
- Habitat for Humanity
- March of Dimes
- Meals on Wheels
- SA Food Bank
- Haven for Hope
Timeline
Process Owner / Business Process Consultant Senior
USAA
01.2019 - Current
Deposit Product Manager, Lead Knowledge Manager, Trainer, Operations Manager, Quality Senior Business Analyst & Customer Service
Citi
03.2000 - 02.2017
Bachelor of Arts in Business Administration - Business Administration
University of Arizona
Associates in Foundations of Business - Business Administration
University of Phoenix
Master of Business Administration -
University of Arizona
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