Maria Jimenez
San Antonio,TX
Summary
Risk Quality Analyst with expertise in regulatory compliance and risk assessment. Proven track record in enhancing client satisfaction through process improvement and effective complaint resolution. Bilingual communicator, skilled in training development in Spanish and English. Cross-functional collaboration, driving operational excellence, and minimizing compliance failures.
Overview
21
21
years of professional experience
Work History
Retail Bank Agent/Risk Quality Analyst
Citigroup
05.2017 - 10.2025
- Review calls in Spanish and English to ensure regulatory requirements are met.
- Translate Spanish calls to English.
- Evaluate back-office work from vendors and domestic agents to ensure staff are complying with procedures, with a high focus on meeting regulatory guidelines (Reg E), and reducing risk exposure.
- Ensure staff are complying with complaints and treating customers fairly, both domestic and offshore.
- Conduct risk quality analysis, ensuring appropriate controls are in place.
- Partner with business and stake holders, providing defect trends and process improvement changes with the goal of increasing client satisfaction.
- Monitor high risk transaction calls in Spanish and English. Providing continuous feedback to management in order to avoid future potential regulatory, compliance impacts.
- Audit and compliance support: complete assessments for management, providing audit reviews.
- Trained peers in Regulation E to gain a better understanding of the importance of meeting requirements.
- Review high dollar loss items, meeting with management and stake holders in order to address and suggest changes for immediate improvement.
Retail Bank Core Operations /Premier Escalations/Reg E/FATCA
Citigroup
04.2012 - 05.2017
- Resolved client disputes focusing on Regulation E cases, Unauthorized ACH, ATM and Point of Sale transactions.
- Directly supported Financial Center and Relationship Managers with escalation disputes for high dollar clients.
- Ensured completion of cases met Reg E timeliness which included timely responses to client and provisional credits.
- FATCA (Foreign Account Tax Compliance Act) Quality Check of peer work to ensure accuracy in meeting regulation guidelines and documentation.
- Procedure and trend analysis with management to determine gaps in quality fails and process errors.
- Relationship with Financial Center partners to obtain required documentation for account certification.
- Full review and decision on eligibility for certification of accounts which held international addresses to meet FATCA requirements.
Retail Bank Internet Client Services, Chat/Message
Citigroup
03.2010 - 05.2012
- Respond to Client clients via internet messaging and Live Chat in Spanish and English, resolving issues regarding banking and/or business accounts.
- Subject Matter Expert for new hire classes domestically, partnering with trainer to ensure training curriculum is updated along with procedures.
- Suggest training opportunities for new skills such as Fraud and Credit Cards as we receive general requests for various topics.
- Cross trained in other skills to support bank lines of business for Spanish incoming calls – Bill Payment, Level 2 Tech Support, escalations and one stop sales.
Retirement, Smith Barney and Citigold
Citi Group
02.2008 - 03.2010
- Incoming calls addressing client inquiries regarding bank accounts.
- Handling escalations for our Spanish clients, addressing concerns, and defusing situations by finding solutions that fit the caller’s needs.
- Provided education on Citibank’s policies and procedures to help staff address customers with accuracy.
- Partner with policy and project managers to update procedures and training curriculums for escalations and banking customer service.
- Assist Smith Barney participants with their employee stock purchase/option plans with inquiries.
- Process trades/sell for participants, ensuring trades are processed, and payments are issued.
- Provide general information regarding company plans, and assist with online issues by providing solutions in a timely manner.
- Adjunct lead for the mid-shift team, assist the manager with reporting, submitting time, and adherence to ensure that availability reports are accurate monthly.
Development Coach
Citi Coach
10.2005 - 02.2008
- Executed feedback, training, and incentives to develop new hires and achieve team goals.
- Managed daily operations including systems support, schedule updates, and timesheet completion.
- Coached and mentored agents while conducting trend analysis to enhance performance.
- Provided real-time feedback to agents, resulting in improved Net Promoter Score.
- Facilitated calibrations with management and agents, enhancing customer satisfaction through better responses.
- Minimized regulation failures by analyzing trends and implementing effective solutions.
- Drove performance improvements by communicating strategic feedback to agents during side-by-side sessions.
Customer Service Representative
Citi phone Banking and Client Relations Specialist
08.2004 - 10.2005
- Responded to incoming Spanish and English calls to resolve client inquiries regarding bank accounts.
- Managed escalations for Spanish-speaking clients, addressing concerns and providing tailored solutions.
- Educated staff on Citibank policies and procedures to enhance customer service accuracy.
- Collaborated with policy and project managers to update training curricula for escalations and banking services.
- Provided accurate information to resolve customer issues efficiently.
- Managed client accounts using Citi's customer relationship management systems.
Education
High School Diploma -
Fox Technical Highschool
San Antonio, TX07-1993
Skills
- Regulatory compliance
- Risk assessment
- Quality analysis
- Process improvement
- Complaint resolution
- Customer relationship management
- Training development
- Cross-functional collaboration
- Data analysis
- Audit support
- Problem solving
- Attention to detail
- Bilingual support
Languages
Spanish
Native/ Bilingual
Systems
- Excel
- Word
- Powerpoint
- Sharepoint
- Tableau
Timeline
Retail Bank Agent/Risk Quality Analyst
Citigroup
05.2017 - 10.2025
Retail Bank Core Operations /Premier Escalations/Reg E/FATCA
Citigroup
04.2012 - 05.2017
Retail Bank Internet Client Services, Chat/Message
Citigroup
03.2010 - 05.2012
Retirement, Smith Barney and Citigold
Citi Group
02.2008 - 03.2010
Development Coach
Citi Coach
10.2005 - 02.2008
Customer Service Representative
Citi phone Banking and Client Relations Specialist
08.2004 - 10.2005
High School Diploma -
Fox Technical Highschool