Summary
Overview
Work History
Education
Skills
Timeline
Generic

YOLANDA K JOHNSON

Forney,TX

Summary

Dynamic and solution-oriented professional with banking and risk management experience. Strategic thinker who quickly grasps complicated issues and collaborates with partners to develop and implement effective and comprehensive solutions. Proven problem solver with the ability to balance business needs with a sound control environment. Thoughtful and effective communicator who cuts through complexity and drives consensus across a broad range of stakeholders. Accountable, motivated, and principled.

Overview

21
21
years of professional experience

Work History

ICM UW - Business Risk Senior Officer

Citigroup Inc
05.2023 - Current
  • SManage the overall governance and control framework for ICM-Underwriting verticals, specifically the ICG Risk Analysis Group (IRAU)
  • Ensure that the control framework is fit for purpose for (IRAU), specifically the ARCM and MCA framework
  • Spearhead project support to ensure timely execution of issue and cap remediation across all regions
  • Ensure adequate oversight and management of internal and external audits, including Regulatory, FCR and Internal Audit
  • Engage with ICM-UW vertical heads to understand concerns regarding execution of the control environment and/or other applicable emerging concerns
  • Present key themes to senior leaders and present recommendation to facilitate improvements as it relates to issue management and the MCA
  • Increased team efficiency by streamlining communication and implementing new project management strategies.

Risk CAO - Business Risk Senior Officer

Citigroup Inc
10.2021 - 05.2022
  • Key Participant and lead designer providing input and socializing decisions and impacts for Independent Risk Management in adherence to MCA Transformation Consent Order deliverables. Socialization is across all Risk and Control stakeholders within Independent Risk Management.
  • Develop target state Global Assessment Unit structure for Independent Risk Management in alignment with transformation design principles.
  • Simplify and ready current MCA infrastructure to a state that will facilitate 2024 implementation of new scoping designs. This included scope of processes aligned to CEAM taxonomy.
  • Establish and facilitate delivery of MCA Risk and Control Transformation plans to senior stakeholders while obtaining buy-in and dependency management with other key regulatory and non-regulatory workstreams
  • Identifying and coordinating testing, including pilots, across business/ region stakeholder groups in preparation for upcoming transformation

Risk CAO - Business Risk Officer

Citigroup Inc
01.2019 - 10.2021
  • Foster productive business partnerships at all levels to benefit personal understanding of risk factors and strengthen influence through positive reputation.
  • Provide leadership and guidance for Risk Segments Manager Control Assessment by facilitating transition to Citi Risk and Control platform and revamping of Governance Risk and Compliance MCA requirements.
  • Support Risk Segments by maintaining and enhancing the control environment by developing MCA content and control framework by ensuring consistency between all regions and countries as per the Governance, Risk & Compliance Framework
  • Engaged with risk segments to help Identify key risks and mitigating factors for all issues to ensure adequate processes, risks, controls and risk ratings and identify potential regulatory impact
  • Facilitate and partner with Assessment Unit Owners and Entity Owners to ensure adequate management of Quarterly Risk Assessment (QRA) process which includes but not limited to the applicability of Standard MCA content and Enterprise-wide MCA content, risk ratings and control and monitoring adequacies
  • Spearhead and facilitate Annual Risk Assessment (ARA) process for Risk entities
  • Provide oversight and quality assurance review to Issue/ CAP closure documentation to ensure evidence and artifacts provided are sufficient to meet Internal Audit validation expectations and requirements
  • Coordinate meetings between Risk and Internal Audit to ensure remediation deadlines

USPB - Operational Risk Manager

Citigroup Inc
07.2015 - 01.2019
  • Spearhead cross-functional initiative with stakeholders to achieve Standard Gold Copy processes, risks, controls & monitoring methods (PRCMs) within the Manager Control Assessment (MCA).
  • Partners successfully with Ops Control groups and Key stakeholders to monitor and provide effective oversight of issues and caps as well as tracked and identified issues at risk to ensure compliance with Issues Management Guidelines
  • Performs various cross-functional business reconciliation analysis to aid in identifying risk and control gaps not aligned with regulatory guidelines
  • Works directly with Business Partners to identify Significant Residual Operational Risks (SRORs) and Emerging Risks for effective risk and control monitoring to determine reporting for Key Risk Indicators and Business Metrics
  • Collaborate with Operations by providing effective oversight to ensure controls associated with Operational Losses were identified and documented for quarterly reporting
  • Functions as lead contributor with significant exposure to broad cross functional departmental activities by bringing awareness to potential emerging risks that could impact firm

Consumer Business Operational Risk & Control Analyst

Citigroup Inc
05.2011 - 07.2015
  • Subject Matter Expert (SME) for Loss Mitigation, Affidavit & Foreclosure processes
  • Strong experience analyzing processes and fostering control recommendations to business partners while conducting complex Quality Assurance reviews to ensure risks associated with regulatory requirements were being identified and controls were being sustained in pursuant to Matters Requiring Attention (MRA) per OCC, NMS and CFPB
  • Partner with multiple businesses to identify and assess business controls, risks, process gaps and work flow inefficiencies
  • Communicate monthly results to business partners and upper management through written reports and oral presentations
  • Develop tests questions as well as process improvements to identify a root cause analysis that coincide with requirements of NMS, MHA and OCC guidelines.

USPB - Loss Mitigation Supervisor

Citigroup
10.2009 - 05.2011
  • Managed a team of 15-18 Short Sale Advisors and Negotiators.
  • Created strategies for the development of staff and coached to maintain an aggressive pipeline to meet monthly goals.
  • Examined and communicated compliance processes and improvement opportunities as well as potential solutions to improve performance.
  • Served as the liaison between CitiMortgage and multiple vendors to ensure that CitiMortgage Short Sale polices were being seamlessly implemented for Champion Challenges.
  • Trained, coached and mentored staff to ensure productivity was being met.

USPB - Modification Closing Specialist

Citigroup
09.2008 - 10.2009
  • Managed a queue of accounts daily and weekly to ensure monthly goals were met within standard.
  • Conducted talk offs with mortgagors regarding their request for HAMP modifications.
  • Made determinations as to strengths of mortgagor's income situation to determine other potential resolutions such as full payoff, short sale, and reinstatement.
  • Prepared final modification documents Document accounts with written summaries explaining reason for default and additional resolution possibilities.
  • Ensure escalated call and email are handled and responded to in a timely manner.

Call Center Manager

Silverleaf Resorts Inc
01.2008 - 09.2008
  • Responsible for driving production of a team of 13-15 reps by implementing a multitude of tactics to enhance customer service skills, light sales tactics, and daily production.
  • Consistent motivation to ensure team morale remains upbeat and energetic.
  • Strong interpersonal and organizational skills displayed jointly and timely to ensure business and owner needs are met.
  • The need for a sense of urgency, action and flexibility is exhibited due to being in a sales/production driven environment.

USPB - Quality Services Manager

Citigroup
10.2006 - 01.2008
  • Accountable for the administration of quality control policies and procedures that cover all the functional areas within the Servicing Division (CitiFinancial Mortgage and CitiMortgage).
  • Responsible for working with the line managers and senior management in multiple functional areas to identify, analyze, and develop improvements in productivity, quality, client relationships and customer satisfaction.
  • Managed 12 domestic quality analysts in multiple locations and 4 offshore analysts that provided quality assurance to multiple functional areas within Servicing.
  • Ensured employees followed established procedures and generated a finished work product under time.

USPB - Quality Assurance Analyst

Citigroup
03.2005 - 10.2006
  • Articulated one on one coaching with Customer Service Associates in regards to making a connection with our customers as well as determine strengths and opportunities for development.
  • Educate Customer Care Associates on behaviors that will promote customer satisfaction and increase productivity by efficiently handling calls to increase service levels.
  • Maintain a comradeship between training department, unit managers, site managers, and directors to improve procedures in the Customer Service Online Manual to better assist customers.
  • Articulated audit findings, behaviors and trends to Customer Service Managers regarding their associates.

USPB - Customer Service Manager

Citigroup
10.2003 - 03.2005
  • Assisted in managerial duties for 15-20 Customer Care Associates.
  • Assisted in screening and interviewing potential candidates for Customer Service.
  • Implemented incentives to boost team morale.
  • Encouraged the development of obtaining individual achievements to meet departmental goals.
  • Established strong relationships with Workforce Management to assure daily schedule adherence requirements were being met.
  • Effectively communicated with internal and external customers to resolve escalated issues.

Education

Bachelor of Science - Business Management

University of Phoenix
Irving, TX

Skills

  • Exceptional interpersonal communication
  • Effective leader
  • Efficient multi-tasker
  • Project Management
  • Organized
  • Deadline-oriented
  • Process Improvement
  • Unsurpassed work ethic
  • Results-Oriented
  • Creative Thinker
  • Excellent Collaborator
  • Critical thinking

Timeline

ICM UW - Business Risk Senior Officer

Citigroup Inc
05.2023 - Current

Risk CAO - Business Risk Senior Officer

Citigroup Inc
10.2021 - 05.2022

Risk CAO - Business Risk Officer

Citigroup Inc
01.2019 - 10.2021

USPB - Operational Risk Manager

Citigroup Inc
07.2015 - 01.2019

Consumer Business Operational Risk & Control Analyst

Citigroup Inc
05.2011 - 07.2015

USPB - Loss Mitigation Supervisor

Citigroup
10.2009 - 05.2011

USPB - Modification Closing Specialist

Citigroup
09.2008 - 10.2009

Call Center Manager

Silverleaf Resorts Inc
01.2008 - 09.2008

USPB - Quality Services Manager

Citigroup
10.2006 - 01.2008

USPB - Quality Assurance Analyst

Citigroup
03.2005 - 10.2006

USPB - Customer Service Manager

Citigroup
10.2003 - 03.2005

Bachelor of Science - Business Management

University of Phoenix

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YOLANDA K JOHNSON