Heidi Watson Email & Phone Number

Manage oversight, administration, execution, and support of the Fair Lending and Responsible Banking programs for the Retail Payment Solutions (RPS) line of business, which includes credit and prepaid cards. Specific to the applicable products and services RPS offers, works with the business lines in developing and maintaining strong internal controls and reporting for fair lending and responsible banking matters. Coordinate with other groups including Corporate Compliance and Legal to ensure the effective implementation and ongoing performance of the program.• Advise/guide/partner with RPS related business line management in the development of fair lending risk controls including monitoring approaches and result reporting protocols.• Assist in various RPS related risk assessments, investigations, remediation plans, project plans, and analyze RPS practices in the context of industry or regulatory events.• Manages oversight, administration, execution and support of the Fair Lending and Responsible Banking Programs for the business line. This includes assisting the business in designing, developing or enhancing appropriate controls, policies, procedures, processes, reporting and training programs in support of the program. • Keeps informed of new and pending Fair Lending and Responsible Banking related laws and regulations, guidance and other legal and regulatory developments which directly affects the RPS business practices and works with affected areas to ensure appropriate compliance. • Participates in exams, audits, testing, risk assessments as deemed necessary to assist in material requests and any corrective action or risk mitigation measures resulting from such reviews.

Partnered with the assigned Line(s) of Business and other Risk/Compliance/Audit professionals to create, implement, and maintain an effective risk management framework. Participated in projects and/or activities that ensure compliance with applicable federal, state and local laws and regulations. This position played a key role in analyzing state law requirements, identifying gaps in Business Line controls, and working with Business Line partners to implement solutions that support compliance. Identified, responded and/or escalated risks as appropriate. Served as a functional liaison between the Line of Business and the Lines of Defense.• Ensured that new and existing strategies were fully vetted from a compliance perspective, which included regulatory compliance, reputational risk mitigation and a fair customer experience.• Reviewed and provided guidance on Office of the President complaints to ensure that any identified problems had been fully addressed and, if applicable, remediated.• Advised the business how to correct and remediate issues that have been identified through internal or external sources in a way that ensured that the customer is made whole.• Provided business line training on regulatory compliance in a way that’s readily understood by the audience.

Interacted and advised the business areas on compliance with laws and regulations associated with consumer lending. Developed overall strategy and policy for legal and regulatory compliance as well as executed day-to-day processes for ensuring compliance.Facilitated and provided guidance on compliance risk to the businessProvided the business support on the application of all compliance requirements.Reviewed and edited letters sent to customers in response to detected internal issues that affected customer’s accounts. These letters would explain what transpired in a way that the customer was made aware of the issue and resolution while mitigating any potential litigation risks.

Worked with multiple lines of business to ensure strategies were on target and that all deadlines were met.Set up a cross-functional team to plan and implement new creative/messaging for a combined Welcome and Embossing Package, resulting in an $8 million annual saving and additional clarity for the customer.Compiled a list of known consumer touchpoints across the company, collected samples, and presented findings of improvements to Senior Brand Management.Worked with Production Services and the creative teams to shorten the production schedule and remove unnecessary steps.

Planned media strategy and purchased advertising for the Recruitment and Deposits groups.Negotiated advertising contracts to ensure that we were maximizing the advertising budget.Provided media strategy options per proposed campaign to maximize client’s acceptance and spending levels.