Derron Johnson Email & Phone Number

Plano, Texas, United States

• Key player in migrating Auto Finance users to a new enterprise-level application, ensuring compliance with organizational risk management standards through role and profile creation.• Demonstrated in-depth understanding of business strategies, products, services, and risk profiles, fostering collaboration and active engagement with internal clients and cross-functional teams.• Identified, assessed, and managed a range of risks, including emerging risks and regulatory focus areas, while implementing robust processes and procedures for risk control.• Provided independent guidance and advice, promoting collaboration among risk, compliance, operational risk, and other business support functions.• Engaged actively in second-line risk assessment and effectively communicated and escalated risk management issues to senior leadership and executive management.• Analyzed data to proactively identify risks and trends, stayed updated on evolving regulatory environments, and actively contributed to risk forums while enhancing risk management practices.

Westlake, Texas

• Established new accounts (Online & Paper applications) daily and sends out NIGO emails when applicable for accounts we cannot establish.• Monitored TSCPPQ and resolve RPO CHK items.• Assisted new hires with online new account setup questions and issues during their training.• Gain proficiency in additional operational processes as department needs require.• Regularly multi-tasked in multiple processing systems.• Working knowledge of Fidelity applications preferred (FBSI, Xtrac, MyWorkspace).

Plano, Tx

• Managed application risk for Capital One’s Home Loan Servicing division daily.• Started with a high-risk exception rate of 85% and in time changed this metric to 98%.• Created access application information for specific job functions in collaboration with Managers, Directors, and VP’s. By creating specific applications lists by job function it helped expedite access submission and ensure all needed applications were granted.• Reviewed application access annually to ensure current access was still valid while also going over any new access that may be needed.• Manager of access related projects across several lines of business; Point of Contact for application access. Served as an Administrator for several applications.• Assessed user’s individual application access for specific job functions.• Removed access for users no longer a part of line of business for audit purposes.• Delegate for several managers to help approve access for their direct reports.• Developed a process to manage internal phone numbers for associates. This process helped eliminate the risk of providing duplicate phone information for current and new employees.

Plano, Tx

• Submitted access requests daily for associates in Home Loans.• Ran shared mailbox full time, ensured access requests assigned to team for submission.• Ran daily term report to remove Avaya phone access / vendor access no longer needed.• Ran new hire report which advised of any new hires, transfers or contractor conversions within Home Loans.• Handled escalated requests sent from manager regarding access. Researched issues regarding specific access requests.

Irving, Tx

• Evaluated Customer Service/Small Business inbound calls from customers.• Ensured bank employees followed internal procedures.• Provided feedback on randomly picked calls for each month.• Assisted with evaluating calls for other team members if help was needed to complete end of month quotas.

Plano, Tx

• Fulfilled loan closings for customer applications via phone, internet, and branch.• Served as main point of contact during the loan process for customers.• Built loan documents for customers.• Participated in testing for new online application tool before its launch; Helped to ensure that new processes or applications introduced were implemented correctly and were not missing information needed for the loan process.• Was responsible for several reports pertaining to the department; Supported quality control for department.• Was a mentor to a former document team member who transitioned into the fulfillment position.

Irving, Tx

• Processed loan applications that were submitted via the internet.• Manually resubmitted loan applications; Due to system limitations, team would resubmit loan applications to internal system to complete the application process.• Assigned new loans to Sales Fulfillment Bankers.• Fielded phone calls related to loan applications submitted by customers.• Corrected regulatory errors on applications submitted by phone and internet to comply with government regulations of fair lending.

Irving, Tx

• Acted as front-line contact for customers regarding all aspects of banking needs and concerns.• Managed customer calls effectively and efficiently in our fast-paced call center environment.• Provided accurate information in accordance with company guidelines.• Performed account maintenance and customer requests in a timely manner.• Routed customers to the correct department if I was not able to fully assist.• Cross trained in online banking cases to help our case team when they needed assistance.