Maria Puleo
Summary
Detail-oriented banking professional with 10+ years of progressive experience in operations, quality control, and risk assessment within regulated financial environments. Demonstrated ability to conduct in-depth case reviews, identify risk indicators, and support risk-based decision-making aligned with financial crimes prevention. Skilled in regulatory compliance, escalations, root cause analysis, and control gap identification. Proven track record of partnering cross-functionally to strengthen controls, mitigate risk, and support client account actions including escalation and resolution.
Overview
18
18
years of professional experience
Work History
Associate Operations Support Analyst B10
Citi
06.2024 - Current
- Conducted risk-based reviews to identify compliance, operational, and client-level risk exposures, enhancing overall risk management.
- Performed quality control reviews and analyzed defects to uncover control gaps and emerging risks, supporting continuous improvement initiatives.
- Lead root cause analysis to identify drivers of errors and implement corrective actions.
- Produced executive reports highlighting risk trends, anomalies, and process vulnerabilities, enabling informed decision-making at the leadership level.
- Partner with compliance, fraud, and risk teams to address escalations and ensure alignment with regulatory standards.
- Support control framework assessments, audit readiness, and issue remediation activities.
SCRA Analyst (Ops Support Specialist C05)
Citi
10.2023 - 06.2024
- Reviewed customer account cases to ensure compliance with regulatory and internal policies, mitigating potential legal risks.
- Identified discrepancies and potential risks through detailed case analysis, enhancing accuracy of case outcomes.
- Supported issue management and control testing, contributing to process improvements that strengthened overall compliance.
- Provided peer coaching to ensure consistency in case review quality and compliance adherence.
Escalations Specialist C05
Citi
07.2020 - 10.2023
- Investigated complex account issues, analyzed customer data to assess risk and implement effective resolutions.
- Identified risk indicators and escalated high-risk cases for thorough review to enhance compliance.
- Applied policy interpretation and risk-based decision-making to efficiently resolve escalations and minimize potential impacts.
- Maintained detailed documentation in alignment with compliance and audit expectations.
Collections Specialist C03
Citi
01.2020 - 07.2020
- Reviewed account activity to assess delinquency risk, leading to timely escalation when necessary.
- Negotiated payment solutions and managed account resolutions while ensuring compliance with regulations.
- Documented account activity to enhance risk tracking and improve reporting accuracy.
Payroll Coordinator
Upchurch Management
09.2015 - 01.2017
- Managed sensitive financial and employee data ensuring accuracy, compliance, and audit readiness.
- Maintained audit trails and documentation to ensure compliance with internal controls.
- Identified and resolved discrepancies to enhance data integrity and mitigate risks.
Medical Receptionist
Strax Rejuvenation
02.2008 - 07.2010
- Maintained confidential records, ensuring accuracy in documentation and billing processes to uphold compliance.
- Managed patient scheduling and appointment confirmations efficiently.
- Assisted medical staff by preparing patient records for consultations.
- Coordinated insurance verifications and handled billing inquiries promptly.
Skills
- Regulatory Compliance & Policy Adherence
- Financial Crimes Risk Identification
- Client Risk Assessment & Escalation
- Customer Due Diligence (CDD) Awareness
- Suspicious Activity Identification
- Case Review & Investigations
- Documentation & Reporting Accuracy
- Quality Control (QC) & Audit Readiness
- Operational Risk & Control Frameworks
- Root Cause Analysis & Issue Remediation
- Trend Analysis & Risk Insights
- Cross-Functional Risk Collaboration
- Risk-Based Decision Making
Timeline
Associate Operations Support Analyst B10
Citi
06.2024 - Current
SCRA Analyst (Ops Support Specialist C05)
Citi
10.2023 - 06.2024
Escalations Specialist C05
Citi
07.2020 - 10.2023
Collections Specialist C03
Citi
01.2020 - 07.2020
Payroll Coordinator
Upchurch Management
09.2015 - 01.2017
Medical Receptionist
Strax Rejuvenation
02.2008 - 07.2010