Experience

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  Reliant Capital Solutions via United States Government Contract

  • United States
  • Financial Services
  • 100 - 200 Employee

  • Compliance Specialist

    • Jul 2019 - Jan 2021

  • Compliance Specialist

    • Jul 2019 - Jan 2021

    Compliance/Complaints Representative: Worked in coordination with the United States Department of Education to assist in identifying and managing risk to the Company. Followed procedures and directives of the Compliance Department and identified and reports potential areas of opportunity across the organization. • Monitor, document, investigate and respond to complaints via Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), United States Department of Education’s Default Resolution Group, (DRG) Federal Document Management Systems (FDMS) and Attorney Generals for all 50 States.• Document investigate and respond in a timely manner to escalated complaints from any source including but not limited to collections floor, email, mail and telephone• Review and audit archived telephone calls using software/tools available including OAISYS, LiveVox and Call Minor• Latitude reports reviewing incoming and outgoing documentation• Use of independent judgement to determine best outcome for the company, determining appropriate outcome for borrower and client.• Provide suggested course of coaching, training or disciplinary action• Enforce and maintain federal security and privacy protocols • Monthly reporting or results to The United States Department of Education• Creation of company response macros and letters to streamline response time for common complaints

  • Compliance Specialist

    • Jul 2019 - Jan 2021

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  Costco Wholesale

  • United States

  • Merchandiser

    • Nov 2018 - Jul 2019
    • United States

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  Client Services Incorporated

  • St. Charles, MO

  • Chief Consumer Advocate

    • Nov 2012 - Aug 2013
    • St. Charles, MO

    Ensured consumers’ experiences were positive, as outlined by regulatory bodies and Company policy. Objectives accomplished by evaluating interactions between credit and collections representatives and consumers, establishing a fair and positive enforcement of regulatory policy • Develop and direct the Consumer Advocacy Department and policies/procedures that are applicable• Implement/Enforce/Review /Recommend disciplinary action on a per-case-basis as needed• Develop/Assess risk on a per Agent basis as it relates to regulator issues and QA call evaluations• Develop, implement and conduct complex training around complex regulatory requirements and key customer service objectives• Partner with Senior Management to analyze data, presented during compliance meetings to share findings and discuss initiatives• Partner with Clients as needed to discuss and strategize as it pertains to compliance and consumer advocacy within the organization• Address Client specific needs through training, as directed by Senior Management to collection staff.• Manage Consumer Affairs department and ensure consumer advocacy is upheld within department• Ensure consumer advocacy and consumer sensitive information upheld throughout web/social media presence

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  Wachovia Securities

  • Marketing Analyst Jr

    • Apr 2008 - Apr 2009

    Serve by assisting Sr. Marketing Analyst with the distribution, administration, and maintenance of daily auction rate securities. (Non Taxable)Update partial order quantities of securities for brokers through Bond One (AG Edwards)Cancel failed auction securities orders through Bond Desk (Wachovia) Send confirmations memos to Wachovia/AG Edwards clients

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  Ceridian Employer Services

  • Team Project Support Manager/Trainer

    • Jan 1996 - Jan 2007

    Project Support Manager– St. Louis, Missouri 1996 to 2007Ceridian Employer Services • Serve as Team Lead and National Accounts Manager for a national payroll processor and employee records management corporation.• Consistently led with most completed projects for over nine years. • Distributed & assigned daily incoming internal/external work orders.• Processed and transmitted payroll & tax files, corrections, new setups, maintains company & employee records databases and tapes.• Processed direct billing and scheduled courier delivery of payroll.• Trained new hires and temporary staff of Project Support Administrators. • Provided technical support and file maintenance for interfacing treasury management services for various accounts including ACH, EFT, Check Reconciliation, Controlled Disbursement, Zero Balance, Sweep and Positive Pay programs.• Collaborated with customer service, account sales executives, external payroll associates and bank treasury management support contacts, and coordinates services with bank, tax departments and central transmission for payroll services.• Assisted with development & implementation of strategic plans & procedures tracks reports and create solutions to enhance customer satisfaction. • Gathered, analyzed, and reported daily/weekly/monthly service statistics. Worked closely with other departments to clarify information and distribute reports. Provide employees with tools to increase employee knowledge by assisting with development and implementation of product-awareness program.

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  United Parcel Service (UPS)

  • Fleet Operations Customer Service Supervisor

    • Jan 1989 - Jan 1996

    Served as Supervisor for an international courier and package delivery service corporation.Implemented and facilitated daily operations for administration support and vehicle detailing departments.Trained/Certified new employees for field services, completed employee performance evaluations/correct action plans, and payroll. Processed/secured daily receivables, transaction reports and COD monies.