Ysidro Trevino

• Conduct quality review of AML/FIU, KYC, SAR and Fraud SAR investigations and filing to ensure compliance with regulatory and internal policies
• Identify deviances in case, alerts and SAR documentation, investigative steps and risk assortment providing feedback to analyst and investigators
• Verify that decisions regarding escalations closure or AML/FIU, SAR and fraud SAR filings are well-supported with appropriate documentation and rational
• Ensure adherence to AML/FIU, SAR and fraud SAR, regulations (e.g
• BSA, USA Patriot Act, OFC) and industry best practices in investigations
• Provide coaching and constructive feedback to improve investigation quality and effectiveness
• Assist in developing training materials and conductive sessions on best practices for investigations and preparations
• Recommended enhancements to investigations procedures, workflows and quality control measures

• Investigate customer accounts in multiple systems to effectively manage risk by ensuring high-dollar and high-risk transactions are reviewed and adequately explained
• Perform quality reviews and account investigations completed by KYC specialists using ACTIMIZE; reviews performed within 10 minutes with a 0% error rate
• Provide coaching to KYC specialists and peers on proper KYC review standards and procedures
• Gather data from multiple reports to provide management with daily and monthly quality fail, alerts past service level agreement, and unreported fail totals and trends
• Accurately document quality control review based on findings, policies and procedures, and KYC Standards
• Appropriately escalate customers/accounts not meeting KYC standards
• Identify gaps and escalate recommendations to quality program
• Assist with the onboarding of new quality team staff by facilitating training on systems and procedures, and performing side-by-side demonstrations

• Responsible for investigating and resolving highly complex or sensitive customer complaints and issues within various lines of business
• Interacted with branch personnel, and customers daily to provide resolutions that met customer experience standards
• Senior point of escalation for external and internal parties
• Made decisions, approved, and processed monetary credits to customer accounts
• Managed approximately 30 incoming calls, emails and faxes per day from customers' and branch employees

• Led a group of analysts responsible for monitoring and collecting data for several projects including customer rude complaints, and new process implementation feedback
• Recorded and presented data collected by analysts monitoring calls with Microsoft Excel and InfoPath
• Issue quality evaluations and red alerts on calls monitored to specialists observed displaying rude and unprofessional behavior which helped decrease rude calls month over month

• Consolidated data moving information from various spreadsheets to graphs presented with PowerPoint to various department heads conveying trends related to key call types
• Monitored calls to meet quotas ensuring specialists provided accurate information, complied with banking regulations, and acted within policies and procedures
• Serviced business and consumer clients with questions about their accounts and online servicing while maintaining statistical metrics based on business requirements

• Serviced business and consumer clients with questions about their accounts and online servicing while maintaining statistical metrics based on business requirements

Company Overview: 8 YEARS

• Coached employees to provide consistent and positive customer service that encouraged customer loyalty
• Generated and supervised employees break and lunch schedules to ensure proper floor coverage for customer satisfaction
• Reported to upper management providing store sales and progress reports to evaluate newly implemented sales directives
• Maintained equipment by ensuring proper storage, care, and cleaning
• Responsible for reviewing inventory of supplies and making sure items remained stocked appropriately