Echo Roark

Background

About Echo Roark

I am an experienced Financial Risk & Operations Senior Analyst who is a poised, competent, & personable business professional with demonstrated ability to provide high-value service, coaching & development, and detailed analysis. My goal is to ensure the success of my team through quality assurance reviews, development of job aids, mentoring & providing valuable feedback on areas of improvement while communicating roadblocks status updates to team management. I have 10 years prior customer service experience, 7 of which were served in an Executive Escalations analyst position specializing in complex credit & credit card complaint analysis resolution & business opportunity identification. I then transitioned into Anti-Money Laundering Risk Analysis, with a focus in KYC policies and client reviews; primarily centered on high-net-worth client profile reviews and detailed transactional analysis to mitigate financial and reputational risk. I acted as a Subject Matter Expert (SME), providing pre-check reviews & coaching to designated teams within the department. I enjoy helping others learn & grow, while also supporting larger initiatives with involvement in Employee Network Groups, community groups, and community service, I was previously an Event Management Co-Chair of the Citi Florence Women's Network Steering Committee. As a highly motivated & self-managed individual that is well versed in high-demand environments, I have experience in working directly with Senior Leaders, Bank Executives, & as an acting liaison for regulating government agencies. I am a competent & personable business professional with a demonstrated ability to identify customer needs & provide high-value customer satisfaction while also acting in the company’s best interest. I have been recognized with Citi's Global Top NPS award for receiving the top 5% customer satisfaction globally. I was a member of the 'Compliance Alliance', as a peer compliance coach. I have had the pleasure of being part of LEAN projects, Procedural reviews, training development, and a home office deployment. I am well communicated in both written and verbal format and am proficient in MS Office Suite including SharePoint and Teams. I am also well versed with the Google Suite of Office products. I have a strong desire for growth and am actively pursuing a Google Project Management Certification.