Bianca Williamson, Bs Email and Phone Number

• Plans and conducts risk-based internal audits of loan servicing and collections, including, but not limited to, customer service, payment processing, collections, repossessions, remarketing and recovery collections, to determine compliance with applicable state and federal laws and regulations and company policies.• Assist the Chief Compliance Officer in the development and implementation of a comprehensive compliance program.• Investigates customer complaints and disputes and assists the Compliance Department in receiving, logging, monitoring and resolving consumer and customer complaints and inquiries from regulatory agencies and the Better Business Bureau.• Strong knowledge of laws and regulations pertaining to loan servicing, debt collection and motor vehicle repossession, and other state and federal consumer finance laws.• Experience as an internal consumer finance compliance auditor or as an external consumer finance compliance examiner for a regulatory agency.• Report findings of internal file audits to the Chief Compliance Officer with recommendations for corrective action if required.• Notifies the Chief Compliance Officer and other supervisors and managers of violations of compliance policies and procedures for corrective action.• Communicate with all employees in applicable departments concerning compliance-related matters.

• Utilized an electronic system for assessing client grievances alleging consumer protection violations.• Responded to documented grievances including, but not limited to, sales, service and finance by investigating allegations.• Acted as a liaison between clients, the company’s in-house legal department and other third parties such as the Better Business Bureau and federal regulatory agencies.• Expert in the FCRA and other reporting regulatory agencies and consumer protection laws.• Ensured compliance among company departments in accordance with CFPB and FCRA laws.• Acquired vast knowledge in the credit reporting resource guide to ensure compliance with reporting on consumers.

• Drafted settlement letters for clients upon project completion.• Utilized basic systems and reference materials to ensure client resolution. • Independently identified and resolved service issues that could potentially drive a negative brand impact.• Prepare, process, and maintain proper legal documentation and records that support business needs.• Assessed claims, damage, and unforeseen expenses to ascertain client retribution.

• Performed revisions to outdated instructional materials and assessments using adult learning principles and strategies.• Prepared and facilitated training classes for new hires in areas of contact center operations, product knowledge, and customer service.• Translated business requirements into learning requirements.• Developed and enhanced refresher course training and facilitation materials for up to 20 associates in a training environment. • Administered weekly feedback regarding new hire performance to ensure positive progression.

• Negotiated warranty claim benefits, contracts and indemnity for clients and business partners.• Client correspondence utilizing various communication avenues to provide client support relevant to potential violations. • Collaborated with vendors, merchants, and manufacturers to execute project completion for clients.• Western Division liaison appointed to nullify ambiguity among stores, warehouses, and all respective business partners.

• Delegated daily tasks and supervised entry-level employees.• Mandated employee schedules and facilitated new hire training.• Remedied workplace conflicts, completed payroll, and ensured daily customer satisfaction.• Provided training and supervision of all Sales Associates and Secondary Front End Supervisors on all front-end policies and procedures.• Coordinated immediate pre-screening of all applicants by store management.