Conduct audits to ensure Policy and Procedures are being followed. This includes correspondence, payments and Bank requested reviews. Conduct testing on updated programs to make sure meeting expectation. Manage a staff of 14 Agents on an actively growing internal audit department.

Inbound and Outbound Collections experience, monitored calls for quality assurance, subject matter expert in Back-End processing, attended project calls that impacted the Operations Support Department, Business liaison for Off-Shore team, conducted weekly touchbase calls, drafted and developed procedures, performed training sessions when needed, generated month end reports, handled escalated business issues and concerns from other departments within HSBC, assisted with migrations of functions