o Utilized deep knowledge of relevant state and federal laws and industry best practices to review completed dispute claims investigated by FinTech companies and advise clients on compliance issueso Reviewed escalated cardholder complaints for compliance issues

o Provided ongoing analysis of compliance issues to increase customer satisfactiono Used a variety of compliance systems to analyze and solve complex business problemso Led daily meetings with VPs and project managers to address open compliance issues:o Provided input for deliverables, gathered and incorporated feedback from business SMEs o Guaranteed adherence to project governance framework, procedures, and controlso Maintained project timeline to track progress against the project plano Tracked resource utilization and updated resource plan with appropriate allocation

o Identified areas of opportunity for the company to request and disclose information regarding disputes communications to customers that could help with investigations more robustly and potentially save the company an undisclosed amount annually; Successfully influenced leadership team to make changeso Led daily meetings with division vice presidents on open ticket issues to speed up resolution and lessen negative impacto Reviewed resolved disputes to ensure complianceo Oversaw comprehensive review and update of training materials:o Reviewed and improved training materials to ensure consistency, accuracy, and compliance (Reg E/Reg Z), including protecting consumers from UDAAPo Created agent FAQ to provide consistent customer communications on a variety of topicso Revised job aids for dispute analysts to ensure accurate processing of chargebacks and merchant response

o Researched and resolved customer disputes regarding electronic transactions, including ACH, Credit Card, Debit Card, ATM/PIN, and Internet Banking/Bill Pay, ensuring compliance with regulations E and Zo Responsible for issuing provisional credits, processing chargebacks, processing letters, and handling incoming re-presentments and arbitration cases

o Investigated “card present” (Retail) and “card not present” (iTunes) disputeso Update disputes for tax status to support tax postings for period/quarter endo Reclass abandoned property credits to reissue checks to customers

o Promoted from Disputes Team to bring Reg E SME to the Customer Experience Team to help diffuse customer escalations amongst various incoming matterso Promoted from Disputes Team to bring Reg E SME to the Customer Experience Team to help diffuse customer escalations amongst various incoming matters Researched and resolved Better Business Bureau, CFPB and FDIC complaints resulting in an “A” rating for the company while reducing multiple complaints through response analysis o Performed root cause analysis of escalations and complaints to identify the source of their occurrence to recommend policy and process improvements company-wide to reduce recurring issues o Diffused and resolved complex and time-sensitive regulatory agency complaints impacting the business, focusing on increasing Net Promoter Scores and improving Customer Satisfaction survey resultso Identified a process gap in another department that negatively impacted customer experience and drove complaints, and convinced leadership to change the process, leading to an increase in customer satisfaction scores and a decrease in the number of complaints o Identified errors in the dispute investigation process that resulted in a 4% increase in a successful dispute claim conclusions and improved the overall customer experience. o Worked in conjunction with Fraud and AML-Compliance Teams to ensure the protection of cardholder accounts and mitigate risk, including protecting consumers from UDAAP

o Analysis of staff performance which resulted in annual savings of $600,000 for our outsourcing contract with the service provider Kaiser Permanente. Avoided costly penalties through analysis of available data and adherence to contractual compliance.o Drove process improvements internally and externally to decrease conference call volume by 90%. o Led a four-month special project to perform ticket reviews of staff performance on 9,000 additional tickets.