Yvonne Garcia

• Performed due diligence reviews of customer data to ensure compliance with KYC regulations.
• Reviewed and verified customer identity documents, such as passports and driver's licenses.
• Maintained updated records of all customer identification data.
• Advised clients on how to comply with applicable KYC laws and regulations.
• Participated in networking and learning opportunities to remain current with evidenced-based practices.
• Planned and executed compliance audits to check company policies, procedures and controls.

• Mitigated escalated issues in a timely, clear, and concise manner.

• Review and balance operational accounts daily
• Research fraud claims relation to ACH and or Check
• Processes all Reg E claims and sent client documents that are needed to help with investigation
• Provide expert guidance to our clients when fraud occurs to them with assistance to clients with inquiries, concerns, and requests for information.

• Operates independently to process UFO/Overdraft, force pays on checks and ACH, force returns on ACH debits
• Process requests such as: cashier checks, account linking, and RPS contribution from RM (Relationship Managers), FC (Financial Centers) and Citigold clients
• Callbacks to Citigold client to confirm requests if necessary.

• Researched, analyzed, and resolved complex customer inquiries.
• Documented detailed reports of all escalations and resolutions.
• Assisted in training new escalation specialists on procedures and processes.
• Worked closely with other teams to identify trends in escalated cases.