Quality Assurance Entry Level

Elisa Blanco

San Antonio, TX, ***** +1-726-***-****

**********@*****.***

A proficient and versatile Analyst with over 20 years’ experience in the financial industry which includes retail banking, credit card services, Real Estate Product Pricing, Conduct Management as front line of defense and Quality Assurance. Versed in applicable audit processes and procedures. Entry level experience as an AML KYC Compliance Analyst which includes the following core competencies: Anti-Money Laundering Risk Assessments, Sanction's screenings for Small Business Accounts, and Compliance and Regulatory Reporting. Conducted due diligence searches in various third-party and internal databases. Implemented and maintained appropriate KYC and enhanced due diligence compliance standards in compliance with internal controls and government regulations such as the USA Patriots Act and Bank Secrecy Acts standards to prevent risk.

EXPERIENCE

Apple Card Specialist May 2023 - Jul 2023

Goldman Sachs Alorica, San Antonio, TX

· Listened and responded to customer requests and forwarded necessary information to superiors.

· Followed all company policies and procedures to deliver quality work.

· Received inbound customer calls related to the Apple Card by Goldman Sachs

· Built strong relationships with customers to increase retention and loyalty.

· Assisted customers with questions and inquiries to provide information regarding credit card accounts.

· Processed recurring automated payments and credit card payments. AML KYC Operations Associate Analyst - Officer Jul 2022 - Jan 2023 CITIGROUP, San Antonio, TX

· Conduct reviews of client account activity, statements, internet research, and client profile information

· Conduct background checks/intelligence/customer research/transactional analysis

· Conduct regulatory and sanction screenings as well as review domestic consumer cases and support complex periodic review processes

· Escalate unusual activity to the Financial Intelligence Unit (FIU) and assist with escalating potential risks

· Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

· Complied with internal controls and government regulations.

· Completed daily logs for management review.

Quality Assurance Analyst May 2021 - Jan 2022

Randstad US LLC, San Antonio, TX

· First Line of Defense in helping Conduct Management mitigate risks to ensure Wells Fargo is not exposed to regulatory action, fines, and reputational damage

· Initiated evaluations of customer allegations by following the Allegations Management life cycle

· Follows all policies and procedures, related to Allegation Management life cycle in accordance with internal practices and regulatory requirements

· Utilizes and maintains various business systems, applications, and tools

· Proved successful working within tight deadlines and a fast-paced environment by adhering to critical Service Level Agreements

Quality Assurance Specialist II Aug 2019 - Jun 2020 USAA, San Antonio, TX

· Under minimal supervision, performed first-level quality reviews of business processes, such as call/ contact monitoring, testing or other evaluations to be used as internal controls reported to CoSA Management, Enterprise Partners, and Executive Leadership

· Assisted team in conducting quality evaluations for accuracy, compliance and consistent execution of internal processes and state regulations to mitigate risk and protect brand and reputation

· Acquired and applied a maturing knowledge of the regulatory landscape to ensure proper compliance with laws and internal processes are followed

· Assists with preparing and developing audit result reports

· Identifies and manages existing and emerging risks and ensures these risks are effectively identifies, measured, monitored, and controlled

· Participated in the planning, execution, and delivery of quality assurance initiatives

· Provides quality support and guidance to process areas and affiliates through personal interaction and various methods of communication

· Utilizes and maintains various business systems, applications, and audit tools. Business Controls Specialist II Apr 2018 - Aug 2019 USAA, San Antonio, TX

· Provided centralized operational support for the business unit through internal process review, quality audits, and testing to ensure operational risks are appropriately identified and controls are working as designed

· Performed specific targeted testing and monitoring of designated processed and transaction activity as stated within the standard operating procedures (SOPs)

· Tests business processes and controls, identified gaps within processes, tracked error trends and documented results in the appropriate operational system

· Maintained familiarity with internal processes and an awareness of changes to update processes

· Partnered and engaged with Enterprise Risk Management, Investment Business Advisors, and Management to address issues identified in the testing and monitoring of processes

· Ensured quality standards were established in accordance with internal practices and regulatory requirements

· Applied developing knowledge and supports the design, assessment and/or administration of quality assurance programs, practices, and policies

· Reviewed data for process improvements and efficiencies and made recommendations to improve policy and procedures

· Used quality methods and tools to identify, analyze, and improve business solutions. Quality Assurance Advisor II Jan 2016 - Mar 2018

USAA, San Antonio, TX

· Cross trained in over 5 different quality assurance audits which includes routine and complex transactions

· Assisted in the development and implementation of Quality Assurance processes which were used to ensure risks associated with the line of business were effectively identified, measured, monitored, and controlled

· Assisted operational areas with validating data, identifying trends, and recommending changes to processes, procedures, policies, and training needs

· Made recommendations on measurements and process improvements utilizing best practices and ensures coaching and training resources met quality objectives. Secondary Marketing Specialist Apr 2011 - Aug 2016 USAA, San Antonio, TX

· Product Pricing and Concessions

· Team Subject Matter Expert for Communications, Operational Procedures and MSR Training

· Reviewing and updating operational procedures as needed from Unifi system to Cadence

· Developing on boarding training material for all new Member Service Representative (MSR).

· Training and quality control of the new MSR production

· Training of existing MSRs of complex processes within the team

· Processing and executing concessions request from business partners

· Responsible for accurately and efficiently entering loan information required for locking, relocking, modifying, and extending mortgage commitments and has some exception authority

· Analyze and audit reports to include quality control

· Developing rate sheets including rates, pricing, and adjustments

· Validate rates and provide price quotes for rates not published on rate sheets

· Communicate rate changes; processes lock extensions; re-locks, rate lock transfers; resolves pricing discrepancies and confirm change in pricing in correlation to changes to loan data

· Assists inbound callers with pricing questions and procedures

· Provide support and assistance to business partners via all channels of communication

· Confirm, track, and archive trades executed by Capital Markets EDUCATION

High school diploma

Aug 1996 - May 2000

South Texas High School for Health Professions, Mercedes, TX SKILLS

Anti Money Laundering, KYC, Bank Secrecy Act, Risk Management, Financial Risk, Due Diligence, Innovative, Written and verbal communication, Quality Assurance, High risk account reviews, Investigative and Research, Investigative and Research

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