Experienced Collections & Compliance Leader, 10+ Years

Experienced collections and compliance professional with 10+ years in financial services, including Citibank and Bank of America. Skilled in high-volume collections (100+ calls daily), regulatory compliance, and issue resolution across banking and credit products, with proven success recovering delinquent balances up to $3,000 and maintaining 75–85% resolution rates.

Experience

Compliance Analyst Officer – Citibank (Citi) – Jacksonville, FL

October 2022 – March 2024

Reviewed 15–20 compliance reports daily to ensure adherence to corporate policies and regulatory standards

Created and maintained detailed issue logs, tracking root causes (system vs. employee) and corrective actions

Monitored existing compliance issues and partnered with internal teams to resolve 75–85% within target timelines

Conducted compliance training sessions and supported cross-departmental audits

Collaborated with partners to investigate and resolve escalated cases

Compliance AML Execution PPP – Citibank (Citi) – Jacksonville, FL

September 2021 – October 2022

Assisted clients with PPP loan needs via inbound and outbound calls and email, ensuring timely and accurate resolution

Performed in-depth investigations to identify root causes of escalations, using all available resources (phone records, documentation, account notes, actions)

Authored professional case summary responses for senior leadership, legal, and compliance teams; defended resolution outcomes and recommended improvements

Collaborated cross-functionally with Executive Response Unit, Legal, Compliance, Bankruptcy, and Fraud teams to resolve cases within strict service-level agreements

Supported unit managers by managing daily and monthly caseload reports; acted as SME to peers and bankers on compliance issues

Escalation Specialist – C05 – Citibank – Jacksonville, FL

June 2020 – September 2021

Investigated and resolved escalated customer inquiries and complaints, ensuring compliance with federal and state regulations

Managed high call volumes, averaging 100+ inbound and outbound calls daily to resolve credit card and line-of-credit delinquencies

Negotiated payment arrangements and advised customers on repayment strategies, maintaining an estimated 80% contact-to-resolution ratio

Processed late fee waivers, updated bankruptcy status on accounts, and documented all actions to maintain accurate records

Delivered empathetic, professional service, balancing client needs with company policy while meeting productivity and quality metrics

Collection Specialist – C04 – Citibank – Jacksonville, FL

February 2019 – June 2020

Managed high call volumes, handling 100+ manual and auto-dialed outbound calls daily to resolve delinquent credit card accounts

Negotiated payment arrangements and created repayment plans based on customer financial conditions; maintained strong customer service and compliance with FDCPA guidelines

Monitored accounts for compliance with established payment plans, flagged non-compliances, and used skip tracing techniques to locate hard-to-find debtors

Recovered delinquent balances, including individual recoveries of up to $2,000–$3,000

Trained and mentored new team members, creating SOPs to improve onboarding and efficiency

Consistently met or exceeded performance goals while maintaining professionalism and empathy during negotiations

Collection Agent – Citibank – Jacksonville, FL

January 2017 – February 2019

Managed high-volume outbound and inbound calls, averaging 100+ calls per day, to resolve delinquent credit card accounts

Negotiated payment arrangements and created customized repayment plans based on customer financial conditions, maintaining compliance with federal and state regulations

Consistently met or exceeded monthly performance and recovery goals, including individual recoveries up to $2,000–$3,000

Trained and mentored new team members on scripts, systems, and collection strategies to improve efficiency and results

Processed immediate payments, set up drafts, and maintained accurate documentation in client systems to ensure compliance and support interdepartmental access

Loan Officer – Bank of America – Jacksonville, FL

March 2016 – October 2016

Originated, reviewed, processed, and closed a variety of loan products including mortgage, education, personal, and home equity lines of credit

Submitted and prepared loan applications for underwriting; analyzed credit histories and debt ratios to assess feasibility and recommend approvals or denials

Advised clients on loan options, repayment strategies, and financial requirements, translating technical information into clear terms

Reviewed and edited loan agreements for accuracy and compliance; maintained strict confidentiality of client and bank records

Performed online property appraisals to determine available loan amounts and monitored loan pipelines to track application status

Collection Agent – ERC – Waycross, GA

January 2013 – November 2013

Managed high call volumes in a call center environment, handling 100+ outbound and inbound calls daily to recover delinquent credit card accounts

Negotiated repayment plans and located hard-to-find debtors using skip tracing and other techniques, ensuring compliance with fair debt collection practices

Processed payments, updated accounts, and maintained accurate records to support interdepartmental access and review

Created and implemented a standard operating procedure (SOP) to train new collections staff, improving onboarding and consistency

Consistently met or exceeded recovery goals, including individual recoveries of $2,000–$3,000 on delinquent accounts

Promoted customer satisfaction through professional, empathetic service while protecting company profitability

Education

Bachelor of Arts in Social and Criminal Justice

Ashford University - San Diego, CA

Skills

Compliance & Regulatory: AML, BSA, USA Patriot Act, Risk Management, Investigations, Regulatory Research

Collections & Financial Operations: Negotiation, Debt Recovery, Fraud/Anomaly Analysis, Transaction Monitoring

Data & Analysis: Data Integrity, Detailed Analysis, Research Tools

Training & Leadership: SOP Development, Team Training, Policy & Procedure Improvement

Technology: Microsoft Excel/Word (10+ yrs), Call Center & Skip Tracing Systems

Soft Skills: Critical Thinking, Customer Service, Active Listening

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