Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Languages
Timeline
Generic

Tatiana Esquivel

San Antonio,Texas

Summary

Banking professional with over 25 years of customer service Experience in Retail Banking. I am Team Player with a strong desire to learn and succeed and with my deep understanding of bank regulations I bring strong organizational and time management skills which allow me to be successful in completing deadlines in an ever changing fast passed environment. I am poised to bring my expertise to a new organization and make a meaningful impact. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

30
30
years of professional experience

Work History

AML Investigations Analyst

JPMorgan Chase
San Antonio, TX
01.2024 - Current
  • Utilized data analysis techniques to identify potential suspicious activity by analyzing various sources of information including alerts, transactions, customer demographics and relevant account details
  • Disposition and fully document the investigation, including supporting data, analysis, and rationale for disposition within the case management system
  • Complete the Suspicious Activity Report (SAR) form, if applicable, in accordance with Financial Crimes Enforcement Network (FinCEN) requirements
  • Effectively communicate with associates, management and various stakeholders on risks identified, possible typologies and recommend next steps
  • Achieved departmental standards and production goals through prioritizing inventory queues and deadlines.
  • Responsible for fulfilling the Anti-Money-Laundering/Bank Secrecy Act requirements through identification and investigation of suspicious activity.
  • Evaluated customer account transactions in order to detect potential fraudulent activity and make informed decisions on the most suitable course of action.
  • Conducted analysis of investigation results to assess the need for filing Suspicious Activity Reports (SARs) with the Federal Government in response to identified suspicious activity.

Quality Specialist/Fraud Investigations

Citi
08.2018 - 05.2023
  • Pain point identification on all incoming complaints received via multiple customer service touch points (Phone, Chat, In person, and Email.) Identify root cause analysis and identifying fixes/preventive measures
  • Work with Complaints Business Analysts to provide potential gaps in policies and procedures and provide recommendations for additional review
  • Appropriately assess risk measures as needed for change process while adhering to applicable rules and regulations Monitor assess and analyze processes and data and formulate change policies Provides feedback to Management on performance and business opportunities identified
  • Manage and work internal/external fraud cases in a timely efficient manner
  • Provide detail oriented case review and decision that protects customer and safeguard bank losses
  • Cross-functional collaboration with investigation teams across North America to identify current trends/fraud schemes to mitigate losses.

RCSA Specialist/ERU Specialist/

Citi
07.2003 - 01.2018
  • Produce monthly/quarterly RCSA testing for Remote Services and correspondence with management on results Identified control weaknesses and have assisted in implementing best practices to ensure consistent and accurate Internal Audits Independent duties include correspondence/research for client letters addressed to the Chairman of the bank via several touch points: Email/mail/and phone Daily correspondence with Team Leaders and Unit Managers to provide Coaching/ Feedback Strong understanding of Remote Services products/services/policies Strong written/verbal communication skills Strong time-management skills to complete deadlines Self motivated and enthusiastic team player

Client Relations Specialist/Hill

Coverage
07.2000 - 07.2003
  • Duties range from assisting financial associates with inquiries, procedural /technical help Responsible for handling escalated calls, debit card inquiries/investigations Assistance to financial center personnel with investigations, procedural/technical/ navigational inquiries Facilitate training based on needs of staff within the department and assist with staff questions Extensive experience of team lead role by supervising teams of 15-30 associates and ensuring all aspects of quality, service delivery, and sales goals were maintained Strong problem solving skills Strong leadership skills

Quality Assurance Specialist

11.2002 - 01.2003
  • Assisted in quality assurance of financial associates in Citiphone Remote Services Tasks include daily monitoring of associates to ensure all aspects of customer service expectations are adhered Identify trends and effectively communicate to management for feedback/ coaching purposes
  • Communicate feedback referencing call management/call enhancement skills Strong understanding of bank regulations and policies.

Subject Matter Expert

05.2002 - 09.2002
  • Assisted Success For All associates at several customer service sites in Texas / Arizona / Kentucky sites to become fully trained in areas of quality, service delivery, and sales referrals Responsibilities include daily monitoring, coaching, and feedback Other duties include daily review of associate's stats, assistance with problem solving, and navigational skills for workstation Prepare weekly performance reports for associates personnel file.

Citi phone Financial Associate

06.1998 - 07.2000
  • Assisted consumer/business clients with account inquiries, investigations, and product knowledge Support expansive and diverse array of products and services to clients Resolve complex problems based on best practices and escalate on as needs basis

Lead

Sea World Of Texas
05.1994 - 06.1998
  • During my employment at Sea World I performed duties ranging from sales to assistance in managing a small restaurant Responsibilities included scheduling work shifts, providing performance reports, training of new personnel, and completion of paperwork to include daily sales.

Education

Some College (No Degree) -

UTSA

Skills

  • Data Capture and Analysis
  • Detail Oriented
  • Client relationship building
  • Regulatory Compliance
  • Performance Monitoring
  • Risk Management
  • Skilled Collaborator
  • Attentive and Observant
  • Problem Solving
  • Audit Assistance
  • Effective cross functional communicator
  • Microsoft programs
  • NICE/Lexis Nexis
  • Suspicious Activity Reporting
  • Enhanced Due Diligence
  • Customer Due Diligence
  • Sanctions Screening
  • Internal Controls

Languages

  • Spanish, Limited
  • Portuguese, Limited

Hobbies and Interests

  • Community Service
  • Joined Leukemia and Lymphoma Society's Team in Training program and personally raised over $1,800.00 for cure research and awareness
  • Adopt a Family
  • Susan Komen Race for the cure participant
  • San Antonio Food bank
  • Adopt a Highway
  • Palmer Drug Abuse Golf Tournament Volunteer

Languages

Spanish
Limited
Portuguese
Limited

Timeline

AML Investigations Analyst

JPMorgan Chase
01.2024 - Current

Quality Specialist/Fraud Investigations

Citi
08.2018 - 05.2023

RCSA Specialist/ERU Specialist/

Citi
07.2003 - 01.2018

Quality Assurance Specialist

11.2002 - 01.2003

Subject Matter Expert

05.2002 - 09.2002

Client Relations Specialist/Hill

Coverage
07.2000 - 07.2003

Citi phone Financial Associate

06.1998 - 07.2000

Lead

Sea World Of Texas
05.1994 - 06.1998

Some College (No Degree) -

UTSA

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Tatiana Esquivel