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senior associate operations service lead cfpb liaison resume example with 9+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary
A respected, detailed-oriented leader with 10+ years of success in leading projects and teams in the financial services industry. Successful in negotiation and strategy execution in preparing organizations for change management. Experienced in all phases of research, business controls, quality analysis, and compliance. Known for my ability to develop relationships, execute effective communication, and provide valuable consultation to stakeholders creating buy-in that will assist your company in exceeding its goals.
Skills
  • Microsoft Office Suite
  • Quality Assurance
  • Supportive Project Management
  • Business Reporting
  • Resource Optimization
  • Employee Development
  • Research/Root Cause Analysis
  • Compliance
  • Stakeholder Engagement
  • Auditing
  • Salesforce CRM
  • SharePoint
  • Key Strengths
  • Excellent People Skills
  • Written/Verbal Communication
  • Tactical and Timely Execution
  • Team/Consensus Building
  • Program Implementation
  • Leadership, Integrity, Objectivity
  • Detail Oriented
  • Problem Solving
  • Organized and Proactive
  • Client Service Orientation
Experience
SENIOR ASSOCIATE OPERATIONS SERVICE LEAD/ CFPB LIAISON, 05/2020 - 11/2022
C2fo Limited Prairie Village, KS,
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Managed and improved quality metrics by identifying learning gaps with my staff and implemented process improvement plans
  • Served as a subject matter expert on research and analysis of client accounts
  • Leveraged internal and third-party resources to provide effective business solutions
  • Analyzed, queried, and extracted data sets according to defined vendor requirements for reporting and risk assessment
  • Identified items for remediation and provide recommendations for improvement, regulatory compliance, and tracked client experience in Salesforce
  • Provided daily metric updates to internal staff via control reports, and facilitated client meetings to provide updates on deliverables
  • Developed and maintained relationships with internal and external partners leading to acquisition of further business and increased revenue
FINANCIAL RELATIONSHIP MANAGER, 03/2018 - 04/2020
BBVA Bank City, STATE,
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Fostered relationships with commercial clients and provided on-site financial literacy classes for their staff
  • Provided risk analysis on lending options, identified needs and trends, and provided customized investment solutions
  • Executed Quality Analysis reviews for client applications
  • Acquired new clientele while maintaining a portfolio of more than 30 clients
  • Identified potential fraud to mitigate loss and assisted with account reconciliation
  • Prepared confidential communications and ensured the integrity of the information
  • Remained abreast of consumer financial and regulatory laws: FDCPA, UDAAP, SCRA, SAR, CTR, BSA, AML, KYC
COMPLIANCE DEFAULT REPORTING ANALYST, 08/2011 - 11/2016
JP Morgan Chase City, STATE,
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Assist customers with resolving their early-stage default, including establishing default reasons, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure through coordinating with various default areas Effectively service, resolve and document escalated customer issues Self-manage follow-ups to ensure timely resolution and assist teammates with their follow ups Exceed accordance with company policies/procedures and state/federal laws by upholding over 95% quality scores
  • Identified gaps in processes and implemented procedural updates
  • Utilized data from MIS to create reports and audit system functions by tracking software and data issues
  • Audited Government Sponsored Enterprises and utilized Underwriting workbooks
  • Provided compliance guidance for existing products and services, and decision support to resolve compliance issues
  • Provided cross functional training for staff while serving as single point of contact for a designated list of clients
  • Utilized SharePoint to provide a streamlined source for staff updates and assigning daily work queues to offshore staff
  • Provided issue resolution for Executive office CFPB complaint cases while working with Legal to draft final resolution letters to the homeowners references, recommendation letters & other accomplishments - available upon request
  • Resume: Jessica Claire
Education and Training
Associates of Arts: , Expected in 01/2024
-
Tarrant County College - Fort Worth, TX
GPA:
Status -
for Professional Excellence Certificate: , Expected in 01/2015
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University of Texas - San Antonio,
GPA:
Status -
Accomplishments
  • ITIL4
  • Lean Six Sigma Green Belt Training
  • Accomplishments
  • Successfully coordinated development of a new employee resource group with focus on diversity and inclusion

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Resume Overview

School Attended

  • Tarrant County College
  • University of Texas

Job Titles Held:

  • SENIOR ASSOCIATE OPERATIONS SERVICE LEAD/ CFPB LIAISON
  • FINANCIAL RELATIONSHIP MANAGER
  • COMPLIANCE DEFAULT REPORTING ANALYST

Degrees

  • Associates of Arts
  • for Professional Excellence Certificate

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