LARRY MEDINA
Summary
Vice President-level executive with 20+ years of experience leading global banking, insurance, and credit card operations across the U.S., India, and Manila. Proven record of transforming KYC, fraud, claims, and contact center organizations through digital enablement, risk mitigation, and customer experience redesign.Trusted leader of large, complex organizations (200+ staff), delivering regulatory compliance, operational efficiency, and sustained performance improvement for Fortune 100 financial institutions..
Overview
19
19
years of professional experience
Work History
VICE PRESIDENT - KYC OPERATIONS MANAGER
J.P. MORGAN CHASE
San Antonio
09.2018 - Current
- Led global KYC operations spanning the U.S., India, and Manila, overseeing end-to-end delivery, regulatory adherence, and customer experience for Business and Consumer Banking.
- Directed exempt leadership teams, business analysts, and large non-exempt workforces while translating enterprise AML/KYC policy into consistent global execution.
- Successfully launched Business Banking Digital Account Opening call center
- Achieved 50% real-time KYC alert resolution via Super-Agent model
- Reduced account restrictions by 70% through customer notification automation
- Selected for VP Academy (high potential executive pipeline)
- Implemented customer escalations unit for Retail KYC
RETAIL CLAIMS SITE LEADER
J.P. MORGAN CHASE
San Antonio
10.2014 - 09.2018
- Retail claims site leader for the San Antonio, Ohio and Dallas market, overseeing all aspects of the claims/dispute inventory to include debit card, ACH and online bill pay for J.P. Morgan Chase Retail Bank.
- Manages the audit, compliance, and risk of claims to reduce loss and exposure, and ensure adherence to corporate accounting standards, risk, and regulatory policies.
- Lead a staff of 8 team leaders with ~160 nonexempt staff.
- Extensive knowledge of Federal Regulations to include; Regulation E and Z, SCRA, TCPA and NACHA
- Led the Risk and Control Self-Assessment mapping project for all of Inventory Management.
- Resolved process gaps for MRA.
- Launched new startup site in Lewisville, TX from ground up
- Enacted capacity plan enhancements to accurately forecast staffing needs across Claims Inventory Management.
- Solved for service level agreement misses by reassigning staff in non-domestic sites.
- Implemented seven-day-a-week staffing domestically to adhere to all service level agreements.
CARD SERVICES DIVISION LEADER
J.P. MORGAN CHASE
09.2011 - 10.2014
- Oversaw the performance of the Co-branded Credit Card Customer Service Department.
- Led a staff of eight team managers with ~150 employees.
- Monitored operations and developed strategic plans to ensure success of service-level achievement, average handle time, and customer satisfaction surveys, along with other metrics.
- Monitored and oversaw the operations to ensure compliance with all policy, procedure, and regulatory items.
- Worked collaboratively with marketing partners to ensure understanding and impact of all acquisition and portfolio campaigns.
- Successfully launched the first two-tier knowledge team for all of CMS in March of 2012.
- Selected as 'Division Leader of the Month' for November 2012.
- Awarded 'Highest Improvement in First Person Resolution' by team management staff.
- Recognized by Sr. Operations Director for outstanding customer satisfaction results.
VICE PRESIDENT
USI AFFINITY
San Antonio
01.2007 - 08.2011
- Reported directly to President and COO with full accountability for annual business plan, budget, sales, retention, and third-party vendor strategy for a national insurance brokerage contact center.
- Managed Affinity client relationships (major residential construction companies) and met quarterly to review results and design future programs.
- Responsible for third party relations, including negotiating contracts and commissions.
- Drove results through incentive plans, recruitment of cutting-edge professionals, and employee retention.
- Implemented new outbound calling strategies which increased sales capture rate by 16%.
- Exceeded first year healthcare insurance revenue goals by 115%.
- Increased new sales and cross sales by 20% by implementing a new incentive plan.
- Led the Lawyers Professional Liability team which served to penetrate sales in an unmarked territory.
- Created and oversaw a major medical sales team which solicited to the largest state bar client.
Education
Some College (No Degree) -
University of Texas At San Antonio
San Antonio, TXSkills
- Enterprise risk management
- KYC and AML governance
- Complaint resolution
- Stakeholder engagement
- Global operations leadership
- Customer experience enhancement
- Digital transformation
- Process modernization
- Budgeting and capacity planning
- Workforce management
Education And Development
University of Texas at San Antonio, Formerly Licensed: Series 6 & 63; P&C; Life & Health, Fundamentals of Management, Managing Managers, Situational Leadership
Timeline
VICE PRESIDENT - KYC OPERATIONS MANAGER
J.P. MORGAN CHASE
09.2018 - Current
RETAIL CLAIMS SITE LEADER
J.P. MORGAN CHASE
10.2014 - 09.2018
CARD SERVICES DIVISION LEADER
J.P. MORGAN CHASE
09.2011 - 10.2014
VICE PRESIDENT
USI AFFINITY
01.2007 - 08.2011
Some College (No Degree) -
University of Texas At San Antonio