Sales Life Insurance

SANDRA GOULD-MORAIS

Brooklyn, NY ***** · 917-***-**** · ************@*****.***

EXPERIENCED BANKING PROFESSIONAL INTERNAL BRANCH AUDITOR

Dedicated, self-motivated customer-centric financial services professional with extensive expertise in outstanding customer service, product sales, problem resolution, loss mitigation, risk assessment and auditing. Excellent communicator, fully bilingual English/Spanish, strong written, listening and interpersonal skills, strong leadership capabilities, comfortable with team collaboration or working independently and attuned to understanding diverse audiences and interacting with all levels of management.

Critical Thinker Solution-Focused Customer Service

Reporting & Analytics Detail Oriented Regulatory Compliance

Strong Relationship Builder Internal Auditing Effective Time Management

PROFESSIONAL EXPERIENCE

Popular Bank, New York, NY 2017-2021

Licensed Sales and Service Banker

Successfully acquired and expanded new and existing relationships, provided products and services based on customers’ financial needs, resulting in maintaining bank’s goals and increasing profitability.

Conducted sales activities to include pro-actively engaging clients, helping them to understand changing financial environments and introducing various bank products appropriately.

Effectively executed financial transactions in accordance with bank policies and procedures, ensuring regulatory compliance consistently.

Responded to customers’ inquiries, regarding account maintenance and ensured customer knowledge of features and offerings.

Maintained and adhered to knowledge of policies and procedures, ensured security of banks’ and client’s assets at all times.

Introduced new and existing clients to digital banking options and new products and service alternatives.

Served in Managerial capacity, ensured efficient operational flow in absence of management.

Citibank, North America, New York, NY 2004-2016

Senior Branch Internal Auditor

Responsible for providing independent assurance assessments on corporate governance risk utilizing standard audit methodology.

Liaised with the Global Consumer, Retail Bank, and other vital business segments to validate adherence with organizational standards and local regulatory statutes, ensured overall understanding and compliance.

Managed all aspects of audit the review process: timeframe, operating costs, staffing, documentation and reporting and provided practical, appropriate solutions to high risk and control issues.

Collaborated with business groups to develop and implement Corrective Action Plans for identified Compliance and Regulatory issues deemed to have reputational risk; validated and tested sustainability of management’s corrective action plans and provided follow up actions to improve new and enhanced controls.

Identified and documented non-adherence with established security standards via Closed Circuit Television (CCTV).

Successfully fostered a culture of pro-active risk awareness and identification within the business by partnering with branches and other business segments.

Applied extensive knowledge of systems, internal policies and procedures to identify process deficiencies and define better operational controls.

Utilized extensive knowledge of internal policies and procedures to enhanced the systemic functionality of the Audit Information Management Systems (AIMS) and collaborated with Project Managers on testing and corrections, resulting in 30% minimization of errors detected.

Citibank, North America, New York, NY

Assistant Branch Manager, Operations Manager 2002-2003

Assisted and trained bankers with the on-boarding of new clients; reviewed consumer and commercial processes, ensured compliance with “Know Your Customer” due diligent policies and procedures and provided practical recommendations for remediation of identifies issues.

Maintained operational soundness of Branch, monitored and implemented better controls.

Managed a staff of 10 tellers, effectively coached and motivated sales staff on maintaining high audit assessment ratings and consistently attaining Financial Center goals.

Received an outstanding audit assessment rating for overall understanding and adherence to operating policies and procedures (2003).

Citibank, North America, New York, NY

Business Professional Analyst & Consumer Personal Banker 1999-2001

Effectively built and managed a diverse portfolio of business and consumer clients, delivered exceptional service and responded to account inquiries in a timely and professional manner.

Executed relevant financial transactions for clients in accordance with service quality standards and within established policies and procedures.

Awarded highest achiever ranking in Midtown Manhattan Division, for outstanding on-boarding business performance.

Received Letter of Recommendation for “Exceptional Service” provided as an Account Executive.

Technology

Microsoft Office Excel Word Power Point Outlook

Licenses/Certifications:

New York State Life Insurance License

Certified Anti-Money Laundering Specialist (CAMS)

Education :

SUNY Empire State College, Brooklyn, NY

Bachelor of Science in Business Administration (to be completed in-2021)

Kingsborough Community College, Brooklyn, NY

A.A.S., Business Administration

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