Denise Unruh Email and Phone Number

Instrumental in the coordination and direction of USAA’s Export Control Program. Identify compliance and risk issues for IT as new laws and regulations are implemented. Offer recommendations to our IT business partners to help them make project related decisions when new laws or regulations impact their operations. I lead and motivate cross-functional team members in strategy development and implementation of compliance solutions. I frequently interact with compliance stakeholders and regulatory agencies. I build partnerships within other teams and organizational units. I also develop action plans for advancing compliance, risk and governance initiatives. I identify compliance and risk opportunities and offer potential solutions. I work with our business partners and enterprise stakeholders through the problem resolution process during reviews of new or existing laws/regulations. In addition, I provide compliance and risk input on business action plans, projects or operational requests. I advise executive management on issues and make project-related decisions when necessary. I brief executives within the organization on how their business must adapt to changes in the industry to sustain a competitive advantage and maintain compliance. I continuously serve as the primary resource for cross-functional team members on escalated issues of a unique compliance nature. I serve as the technical expert, providing direction to others on complex issues, and mentoring team members. I coordinate and respond to regulatory requirements and examination requests.

Responsible for managing the bank's compliance program for AML/BSA/OFAC and previously managed the deposit compliance program. In this capacity I review laws and regulations applicable to BSA/AML and OFAC and assist the bank in complying with regulatory requirements. I provide subject matter expertise to ensure compliance with regulatory guidance which pertains to BSA/AML and OFAC. I also perform compliance risk assessments as assigned, which have included BSA/AML/OFAC, Real Estate, Consumer Lending, Tax Reporting and Deposits. Lead assessment teams for several compliance assessments to include Deposit, BSA/AML/OFAC and Tax Reporting. I prepare information for examiners during regulatory exams in regards to BSA/AML and OFAC as well as Regulation O (reporting of Insider loans). I manage and mitigate compliance risks for the bank by serving as a subject matter expert for various enterprise projects. I coordinate and compile pre-examination documentation such as reports, manuals, and written procedures to deliver to auditors and/or examiners. I perform data analysis to determine current compliance risk and then identify new compliance risks. I present findings and dashboard reports to all levels of executive management and work with their staff on action plans to correct or mitigate compliance risks. I evaluate audit and examination findings and coordinate responses to such. I track and implement recommendations from audit or examination findings. I develop plans and coordinate implementation of changes required by new or amended laws and regulations. Conduct compliance specific training for enterprise business partners on an adhoc basis to include OFAC, Regulation O and Data Incident/Privacy training. Coordinate annual review/revision of all board approved bank policies. Review and write compliance related bank procedures. I also review and analyze financial training documents and select marketing materials to ensure compliance and regulatory requirements are met

Researched and analyzed regulatory insurance issues in relation to claim handling procedures. Provided written responses to state regulatory agencies regarding claim specific issues and ensure USAA's compliance with state insurance departments. Served as a liaison between the regional claims offices and the state regulatory agencies. Served as a member advocate in the resolution of escalated member and federal/state regulatory and consumer agency communications regarding inquiries, compliments and complaints directed to all management levels, senior executives, and President of P&C. Provided support to all management levels, including executive management in the research and resolution of escalated members written and telephone requests, complaints and compliments. Effectively communicated, both written and orally, the resolution to the member and governing authorities. Educated members on USAA products and services in support of USAA's mission and objectives. Responsible for analyzing and identifying root cause of complaints and developed/recommended action plans for improvement. Presented findings and dashboard reports to Prepared executive summaries and/or written correspondence in response to member's issues. Ensured compliance with USAA Corporate branding guidelines, member service standards, and regulatory agencies. Provided service to member accounts and process transactions as needed. Provided training, coaching and mentoring to newly hired analysts.

Received and recorded incoming auto loss reports, secured recorded statements which included specific information regarding injuries, verify policy coverage and discuss claims process. Investigated and negotiated bodily injury automobile claims as well as determined liability facts and damages. Provided prompt and efficient claims service to customers. Contacted repair facilities to ensure repairs and rental handled timely and accurately in accordance with company guidelines. Handled special investigation (SIU) files, recognized liability exposures and analyzed coverage questions. Negotiated liability decisions to equitably settle vehicle damage claims in accordance with state regulations/laws. Efficiently managed files and monitored current workload. Maintained good phone availability minimizing voicemail messages. Provided quality member service which helped contribute to Central region's Customer Service Satisfaction goal.

Began claims career as an Associate Adjuster I in September 2003 and was promoted to an Associate Adjuster II by July 2004. As an Associate Adjuster I, would receive and record incoming auto loss reports, secure recorded statements, verify policy coverage and discuss the claims process. Investigated and evaluated non-injury automobile claims with the terms and conditions of the policy contract applicable to liability facts and damages. Provided prompt and efficient claims service to customers. Contacted repair facilities to ensure repairs and rental are handled timely and accurately in accordance with company guidelines. Handled special investigation (SIU) files, recognized liability exposures and analyze coverage questions. Negotiated liability decisions to equitably settle vehicle damage claims in accordance with state regulations/laws. Efficiently managed files and monitored current workload. Maintained good phone availability minimizing voicemail messages. As an Associate Adjuster II, processed first party medical bills, explained first party medical coverage's to members and utilized the MBA payment utility program, Concentra. While handling first party claims I provided training, file handling guidance, and coaching/mentoring to other claims personnel.

Edited and proofread all ads, newsletters and brochures and performed quality audits on all marketing materials before sending out for the final printing. Reviewed marketing materials to ensure compliance with applicable regulatory and legal requirements. Designed an internal employee survey and analyzed results. Assisted in the research and writing of the Credit Union's first policy and procedure guidebook. Developed a Strategic Marketing Plan for the largest federal credit union in the Clear Lake area with assets over $500 million. Organized and collected data for the organization's 3-year Strategic Plan. Conducted market research and provided statistical analysis of data. Developed and designed marketing campaigns for specific products and services which increased the Credit Union's Field of Membership by 3%. In charge of writing, editing, and layout of Launchpad (a bi-monthly children's newsletter).