Melissa Sherman Email & Phone Number

United States

Oversee execution of regulator enforcement actions for timely and successful lift. Deliver progress reports to regulators and our Board of Directors.

Fort Worth, Texas, United States

Leader within the Sales Practice Project Management Office (PMO) supporting Sales Practice exams and MRA (Matters Requiring Attention) remediation. Assumed leadership of the team in December 2018 and led the transition from project to program, including an expansion of scope from Sales Practice to Conduct. Responsible for the strategy and execution of this program to empower leaders and sellers; monitor key processes and controls; detect and escalate conduct risk; and collaborate on the remediation or enhancement of processes and controls. Also responsible for the strategic direction of the Complaint Review Unit, which reviews consumer complaints for allegations of potential employee misconduct behaviors and escalates them for investigation. Leads consumer and small business related conduct work with regulators.

Fort Worth, Texas, United States

Owned remediation of cross consumer issues identified by audit, risk, and business, including Severity 1 issues. Member of transformation team during the 2015 Financial Center operating model enhancements, responsible for design and nationwide implementation of market realignments and changes to job codes, which required alignments to financial hierarchies, role based system access, and exception entitlements. Assigned to Contact Center demand management activities in 2016 driving identification and migration of transactions from agents to self-service execution.

Fort Worth, Texas, United States

FLU liaison for Card, Deposit, and Home Loans to Global Regulatory Relations and prudential regulators. Maintain consistent, effective and timely communication; ensure appropriate protocols are followed; proactively identify regulatory areas of focus; and cultivate positive regulator relationships. On site facilitation of OCC, Fed, and CFPB examiners during field visits.

Fort Worth, Texas, United States

Melissa joined Countrywide Home Loans in 2006 working in Privacy Compliance for Home Loans Servicing. She moved into Bank of America's Home Loans & Insurance Privacy Event Manager role in 2008 and built a program to manage all consumer privacy events occurring within or impacting mortgage or insurance products. Her work in this role lead to a promotion to Vice President and a new role as a Privacy Program Manager to provide end-to-end Privacy risk oversight and consistent process execution across the division.

Melissa started her career as a paralegal and spent 13 years as a senior paralegal for Farmers Insurance Company’s in-house counsel office supporting the Dallas/Fort Worth metroplex. Across her 16 years as a paralegal, her experience included defense litigation, compliance oversight, Department of Insurance complaint responses, and claims consultations. She developed leadership skills as President of local and statewide paralegal associations, and Commission Chair of the Texas Board of Legal Specialization-Legal Assistants Civil Trial Exam Commission.