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Click here or scroll down to respond to this candidateCandidate's Name
Street Address * EMAIL AVAILABLE * PHONE NUMBER AVAILABLEExperienced People and Process ProfessionalCOMPLIANCE CUSTOMER SERVICE EDUCATION STRATEGY RISK MANAGEMENTTHIRD PARTY MANAGEMENT COMPLAINTS DEICharismatic leader and goal achiever with strong people and operations management, educational, and organizational skills. Highly driven and focused on results and client growth. Superior analytical, presentation and relationship management skills. Customer-focused and performance driven. Exceptional interpersonal and communicative skills that build relationships, confidence, and leadership in others, while interfacing positively with people from diverse backgrounds. Proven history in negotiations, change management, problem solving, productivity enhancement, and risk assessment. Positively affected cultural changes in several positions. DEI certificate. Experienced in the following laws and regulations: FinCEN, Dodd-Frank, FDCPA/Collections, Fair Lending, UDAAP, FCRA, SCRA, US Patriot Act/OFAC, TCPA, ECOA/Reg B, FACTA, TILA, AML/BSA, EFT Act, and Privacy Act.Professional ExperienceInnova Solutions AUG 2023 MAY 2024Customer Support SpecialistProvide quality customer service and support BNYMellon BTS Customer Service Department including phone interaction, problem resolution, and account transaction processing in a timely manner. Provide product knowledge and technical assistance, respond to customer inquiries, and escalate situations as appropriate.State Farm Insurance Agency SEPT 2022 DEC 2022Senior Licensed Insurance RepresentativeUtilized a customer-focused, needs-based review process to educate customers about insurance options; Developed leads, scheduled appointments, identified customer needs, and marketed appropriate products and services.Brandywine School District MAR 2022 AUG 2022Instructional Paraeducator - KindergartenAssisted the teacher in establishing and maintaining a classroom environment conducive to learning; Assisted in the supervision and monitoring of students through assigned duties, i.e., hallways, lunchroom; ensured appropriate conduct during these periods. This position was eliminated for the 2023-2024 school year.Flagship Credit Acceptance - (Chadds Ford, PA) JULY 2014 FEB 2017LOAN SERVICING ORGANIZATION DEALING IN SUB PRIME MARKET SPACEDirector of ComplianceDeveloped and implemented the Companys Compliance Management System (CMS) which included directing each element: Senior Management & Board Oversight, Compliance Program, Vendor Management, Compliance Training, Independent Audit, Complaint Management, and Culture/Reputation. Managed by creating end-to-end project tasks including management, compliance, vendor, education, audit, complaints, and business readiness.Managed operational compliance of the applicable federal and state laws and regulations having a significant impact on the operations or strategy of the Company with a staff in multiple locations and states that included senior compliance analysts, compliance analysts, and a Regulatory Statistical Analysis associate.Supported the Chief Compliance Officer in assigned areas especially developing, revising, documenting, and implementing operational policies and procedures as well as testing effectiveness of the P & P and maintain frequent reporting of risks, results, and trends. Organized enterprise document library of P & P.Partnered with senior management to prioritize and implement opportunities identified and remediation required resulting from monitoring and testingRemained abreast of, organized, and reported industry changes, corporate objectives, and laws & regulations affecting all functional areas of the businessesOrganized and facilitated monthly Regulatory Compliance Committee meetings which included analysis of high-risk areas and issues including recommendations to remedy based off the performance of the CMSDirected the required regulatory compliance training program for enterprise, 1,100 people, via Learning Management System. Organized LMS platform requirements via by streamlining all tasks for team associates. Responsible for customizing courses, course identification by associate level and department, all tracking and metrics for management, scheduling courses, course delivery to associates, rollout year-end roll-over of courses, new associate set up, and attrition maintenance.Call Center Services Inc - (Wilmington, DE) MAY 2012 FEB 2013LOAN SERVICING ORGANIZATION DEALING IN SUB PRIME MARKET SPACEcustomer support managerRecruited specifically to change the culture of the company and create more visibilityManaged Customer Support operations for two products in Payday Loan industry. Customer Support included Customer Service, Loyalty & Retention, Compliance, and Collections departmentsManaged daily operations for customer service and collections with focus on quality and behavioral management through reporting metrics and balanced feedbackRolled out and managed Facebook website page for the product Magnum Cash AdvanceDirected the collections back-end processing of debt management accounts, accounts sent to third party collection agencies, as well as the charge-off process for both productsCompany closed.MDA Lending Solutions - (Wilmington, DE) JAN 2009 APR 2011LOAN SERVICING ORGANIZATION DEALING IN SUB PRIME MARKET SPACEmortgage valuations operations supervisorManaged a team of appraisal processors with high performance results within USPAP and Dodd-Frank regulations; Created original incentive program for processors and implemented changes to program with workflow optimization.Applied Card Systems - (Glen Mills, PA) APR 2007 APR 2008LOAN SERVICING ARM FOR APPLIED BANK, A SUBPRIME CONSUMER LENDERAVP collection strategies and operational risk management department managerFacilitated process improvement reviews for executive managementMBNA America Bank, N.A. - (Wilmington, DE) JAN 1994 AUG 2006NATIONS LEADING AFFINITY CREDIT CARD ISSUERAVP quality department section manager - complaintsManaged a team of specialists who responded to the Office of the President customer complaint letters; Managed their efforts, relative to customer contact, complaint research and resolution, peer and management editing, letter formatting, distribution, and mail processing; Created reporting and identified trending issues to create training modules for affected associates and departments.Additionally, managed the MasterPiece Program, the company idea program submitted by employees. Ideas were researched and recommended for implementation with monetary reward.AVP compliance analyst and managerManaged the Collections departmental operational risk management; Managed compliance managers in five regional offices, ensuring consistency and compliance with all policies and procedureseducation specialist and facilitatorCreated and facilitated developmental and technical training for management in five regional Collections officesexecutive assistant to senior executive vice presidentReported directly to an executive manager of the Senior Operating Committeesection managerPrevious positions included 30 and 120-day Collections Manager, Estate Unit Manager, Credit Assistant Manager, Credit Decline Review Specialist, and Credit AnalystKey AccomplishmentsCreated DEI Program for Bellevue Community Center as VP of the board of directorsObtained Property & Casualty Insurance License with State Farm Agency 2022Certified as an Instructional Paraeducator with Brandywine School District 2022DEI Certified from USF, Muma College of Business 2021Awarded Top Performing Team status on multiple occasions and Manager of the Year during tenure at MBNARedesigned specialist incentive structure to emphasize quality measurement and increase productivity at MDA LendingCreated regulatory guidelines for Collections and trained approximately 5,700 people at MBNARecognized an opportunity to increase revenues by finding a $1.5 million reduction in fraud losses and $65 million in loss avoidance at MBNAEducation & Training CoursesB.S. in Mathematics Education (Deans List)Minor in Computer ScienceFerris State University, Big Rapids, MICertificate of DEI from USF, Muma Business CollegeDale Carnegie Course: Leadership and Public SpeakingCommunity EngagementBoard VP of Bellevue Community Center 2016 CurrentAmerican Financial Services Association (AFSA) Committee Member 2015 2017Making Strides against Breast Cancer 2012United Way contributor 1994 2011Advisor for DE Scholars Advisor Program, MBNA 2000 2004MBNA Education Foundation: Walk for Education 1998 2005Independent Living (Carelink) 1997 2000Big Brothers/Big Sisters 1994 1995Delta Zeta, Alumnus |
