I have a 28 year background in the banking/financial industry from 1986 through 2014. I have held various roles along my journey in the financial field. Some of those roles include, but not limited to; are extensive knowledge in investigation/testing/auditing accounts for adherence to internal policies and procedures, safety and soundness testing and adherence to regulatory laws. In most cases I worked in a team environment helping my teams to build sound metrics and reporting to stay compliant with those laws. I was a court agent representative on debts that were in default, and worked closely with our corporate teams, the compliance team, and Richmond and Henrico General District Courts. My responsibilities included, preparing routine paperwork, entering results in the databases and several other general clerical duties. I am interested in making a career change and seeking a new challenge. Skills Quick learner Over 20 years experience in investigation/regulation/collection skills Database management Proficient in typing and data entry + 10key Proficient in Word, Excel, PowerPoint, Visio, Adobe, Access, Outlook Assist customers with solutions for solving discrepancies Preparation of routine paperwork and reports Self motivated Attention to detail Organized Dedicated work ethic Experienced in working with confidential information Work Experience Risk Management Agent Capital One, National Association | Richmond, Virginia Banking Audited financial services for Retail and Commercial Bank clients, including claims, debits, specific targeted processes and validating the actions taken were compliant with Federal Regulatory requirements. Some of the responsibilities included but not limited to: Regulations A-Z compliance testing for Retail and Commercial customers. The previous compliance scores were 70% and non-compliant with federal regulations and through investigation and work with my team, we managed to increase the score by 22%. The goal was 100% and 92% was showing a increase in the right direction. Validation to all internal and external policies SOX, FLOOD, HIPPA, compliance testing Safety and Soundness Regulations testing Addressed non-compliant issues in real time with all my customers prior to reporting month end results Uploading monthly results in the GRC database and compiling reports for stake holders and Senior Leadership Checked and rechecked that results were accurate and complete Consistently worked with teammates who are behind to meet the monthly goal Testing of credit and debit customer claims transactions investigating for possible fraud activity, and that adjustments made were within compliance guidelines. Checked results before updating them into the case management system Process Coordinator II Capital One, National Association | Richmond, Virginia Banking Team lead for the ALT Team (Account Level Testing) While this role may seem similar to MCP, it's just the opposite. Where MCP captures issues "after" they have occurred, the ALT Team (Account Level Testing) was tasked with creating metrics that can detect issues "before" they occur. My team and I partnered with I have the right combination of skills and experience for this job. I am a fast learner who can perform a wide range of administrative duties. My track record for being loyal and dependable exceed all expectations. I am self motivated and I try my best to motivate persons working along with me, to increase job satisfaction and productivity. I can assure you that I will be an asset to your organization.
Process Coordinator IICapital One, National Association － Richmond, Va.
12 teams across the enterprise to create the ALT metrics and reporting structure.
Main purpose was to validate intent matches execution My team and I created metrics from the tools database to capture potential issues in real time If issue is discovered, it is immediately addressed to contain and mitigate further damage or further loss of revenue Made recommendations to the businesses on their issues and how to fix them Checked that all results were accurate before month end reports were created Reported results when discovered as well as month end reporting Team Lead for the MCP (Management Control Program) Team.
My team developed metrics for the collections repayment tools.
Making sure repayment tools were compliant with internal and external policies and procedures including Bankruptcy, Deceased, Federal Reserve and OCC Regulations We created new testing and new metrics as required Tracked performance of metrics by testing Created month end reports and supplied results to Senior Leadership All results were maintained in databases for external audits Represented my groups findings in quarterly internal audits and external audits.
Process Coordinator ICapital One, National Association － Richmond, Va.
Team Lead for the first Complaints team in the credit card business.
Our responsibilities included: Partnering with Compliance, Legal and Corporate Complaints team to discuss complaints relevant to credit card transactions Build metrics to measure top complaints Work with the business to solve top complaints and suggest ways to improve Build month end reports to compare increases/decreases in the metric thresholds.
Senior AssociateSignet Bank － Richmond, Virginia
Banking 10 key Data Entry-Entered numerical data into databases in a timely and accurate manner for credits and debits on credit card and installment loan accounts Obtained top performer every month for speed and accuracy Career Highlights Awarded the individual Circle of Excellence award after discovering a systemic error in our return check processing that saved the company over $1.2 million in recovery dollars.
I helped to decrease our score in credit card judgments by 30% by taking customer's into a reasonable repayment plan as apposed to having a judgment on their credit file.
During my tenure as a team leader of 8 agents, my team consistently increased overall dollars collected in the card division between 15-20% which was the highest percentage each month of dollars collected out of 12 other teams.
I was tasked to form a special team called MCP-(Management Control Program) and build compliance metrics around all the collection tools.
As the metrics were completed, and the reporting was in place, the Senior Leadership Team could gain a clear perspective on how compliant our collection tools were compared to state and federal regulatory guidance.
From that stage, my team could make recommendations to the business on how to get back in compliance.
In working with the business, we helped decrease the overall metric rates by 10% which in turn saved the company from potential regulatory fines, negative reputation risk, and loss of revenue.
Out of the 15 metrics, all but 2 metrics hit the 100% compliant scores (meaning no errors) within 12 months.
Previously all 15 metrics were not compliant, and now thirteen were meeting the 100% threshold.
I held this position for approximately 12-13 years.
The next role that Senior Leadership requested me to create was the first Complaints Team in the credit card business.
My primary functions were to create metrics and reporting on complaints received in reference to the credit card business.
To determine our main cause of the complaints and work with the business and Senior Leadership on mitigation plans.
Our top complaint is fee assessments.
My team met and partnered with developers, legal, compliance, corporate complaints team, and IT among others to determine if we could make changes to our current fee program.
By the time I left this role, our late fee was being reduced and floor call center agents had more liberties to waive fees with out manager approval.
Senior Leadership requested me again to begin another new team titled ALT (Account Level Testing).
This role was similar to the MCP role, but the difference is MCP was reactive the metric has already violated a policy or procedure) and ALT was going to be more proactive.
My team had partnered with the same people we worked with on the MCP metrics, but in reverse.
My teams main goal was to work together on creating these metrics to potentially capture issues before they happen.
Our team was sought out by other teams within the company to determine if they could build an ALT process for their specific business.
My last role, was in the Retail Bank part of the company.
In that position the goal was for me to help build metrics for the Bank as I had done on the Card side of the business.
During my time in the Bank area, I implemented new and better ways to test the metrics, and collaborated with the business on a weekly basis on their compliance scores.
By the time I left the company in June 2014, the compliance scores had increased to 90%-99% almost 100%) from lowest compliance scores between 40-45%.
Some College Marketing University Of Richmond － Richmond, Virginia
BPM Certified (Business Process Management)
Learned tools to help in mitigating risk with process improvement techniquesJohn Randolph Tucker High School － Richmond, Virginia
10 key, Banking, Business Process, call center, credit, Data Entry, databases, database, Leadership, Team Lead, team leader, Legal, MCP, enterprise, next, policies, process improvement, real time, reporting, Retail
ABA (American Bankers Association)
Honors & Awards
Circle of Excellence Award