Evaluate existing processes using interviews, workshops, document analysis, process maps, task and workflow analysis. Identify strengths and areas for process improvement, establishing links between business strategies and improvement initiatives.

Provided oversight of various teams to prevent, detect and mitigate compliance, regulatory and reputational risk.• Performed policy and procedure reviews to ensure compliance with policies, procedures, laws and government regulations.• Performed targeted reviews focusing on a specific task within a line of business to ensure compliance with policies, procedures, laws and government regulations.• Attended conference calls for new products/services or changes to existing products/services to ensure the bank stayed in compliance.• Reviewed customer complaint logs and flagged potential fair lending and UDAAP concerns to ensure early detection of potential concerns.• Reviewed and responded to customer complaints received from the CFPB, Federal Reserve Bank, State Attorney General’s Office, Department of Justice, etc…• Reviewed marketing materials for fair lending and UDAAP concerns to ensure marketing materials were not published containing potential fair lending and UDAAP concerns.

Managed successful quality assurance and lien perfection teams, focusing on efficiencies and increasing quality metrics. • Provided necessary supervision to staff of 21 onsite employees to ensure daily goals were met while maintaining quality standards.• Provided support and supervision to staff of 51 offsite vendor employees to ensure daily goals were met while maintaining quality standards.• Held staff meetings to ensure the department was working at an optimum level.• Held monthly one on ones with staff to discuss work performance on an individual level.• Leveraged strong relationships with department managers to positively effect change within the division.• Wrote and presented annual performance reviews including merit increases, ensuring employees were accurately compensated for their performance while maintaining the established budget for the division.

Managed successful vehicle title processing department, focusing on the accuracy and timeliness of the work performed to ensure vehicle title work was filed within time constraints.• Provided necessary supervision to a staff of 11 onsite employees.• Managed a staff of 5 employees in Pharr, TX remotely.• Held quarterly one on ones with staff to discuss work performance on an individual level.• Maintained procedures, making updates when necessary and publishing them on the E-library to ensure current procedures were available for internal and external audit requests.

Reviewed departmental procedures and performed detailed reviews of the work performed. Worked with various levels of management to implement updates to departmental procedures and to correct any errors identified during the audit review.• Carried out independent appraisals of division operations, evaluating efficiency, effectiveness and compliance with policies, procedures, laws and government regulations.• Prepared and communicated intent to audit and coordinated efforts to ensure necessary resources were available and identified for an effective audit.• Documented and reported findings of internal audits to department and division managers.• Worked with department managers to update and/or implement procedures when gaps were identified.• Monitored systems and procedures while working with available resources to develop and recommend course of action to improve processes and performance.

Oversaw and maintained daily workflow within the department to ensure service level agreements were met.

Released liens on mortgages, UCC’s, and vehicle titles