· Delivery of timely/time sensitive reporting to stakeholders and operations.· In-depth knowledge of SCRA regulations and processes.· Assisted in development of SCRA controls and control testing.· Developed process and procedures aligning with quality Assurance KRIs.· Collaborated with cross-functional teams to create procedures and reporting.· Conducted control testing to ensure regulatory compliance.· Utilized SQL, Snowflake Database, Sales Force, Tableau, Enterprise Worklist daily. · Managed all intake requests for new or updated requirements. · Provided guidance and support to business partners, including interpreting data on all reporting and process related issues.

· Research and resolve discrepancies to maintain accuracy and compliance.· Identified gaps in processes and built procedures to close gaps.· Work with stakeholders to get new processes/procedures implemented.· Assisted Processors with complex questions and exceptions.· Assisted Escalated Members by providing resolution-based solutions.· Research data for trends and reporting to leadership.· Develop and maintain Call flows· Provided reporting on ERT related calls including volumes, dispositions, frequent calls. Developed weekly reporting parameters for ease to transfer to new owner.· Created product training, feedback sessions, and promotions for Consumer Lending.· Coached Member Service Representatives based on GROW Model. · Filled in for Management with all management roles. · Created content modules for all USAA sites. · Provided support for Consumer lending new hires and up skill classes. · Initiated and executed projects to support business initiatives/strategies

· Conducted AML investigations and due diligence on high-risk accounts.· Identify suspicious activities and potential money laundering risks.· Assisted in preparation of suspicious activity reports. (SAR)· Assisted in the development of internal procedures for collecting and remediating membership.· Conducted red flag reviews and red flag training. · Managing workload Outbound teams. Workload management consists of loading work into Enterprise Work List, managing volumes, assigning & creating templates for users. · Built out forecasting/capacity plan for current, back book populations and future business as usual projects to include dept shrinkage Average handle times. · Executing reporting using multiple sources (SAS, SQL, worklist, Dash, etc) to report to leadership and other stakeholders daily. · Hiring of internal contractors from start to finish. Including interviews, training, and working with various 3rd party agencies.· Understanding multiple data sources and how to read/understand data and report issues, concerns, opportunities to stakeholders.