Melissa Hanson Email and Phone Number

A senior-level professional responsible for leading and managing an internal audit function, overseeing the assessment of risks, internal controls, and governance processes by conducting audits, identifying areas for improvement, and communicating findings to senior management to ensure compliance with regulations and enhance overall business operations.

Oversee risk taking activities within the Consumer and Custom Mortgage Servicing front-line units and across the Enterprise, providing independent second line of defense assessment and effective challenge of risks. • Engaged in streamlined and repeatable processes related to Risk Assessments, Training, Policy Management, Independent Monitoring and Testing, Risk Control Self-Assessment, Scenario Analysis, Identification and Reporting of Risk and Issues, Risk Metrics and Appetite, Regulatory Inventory and Change Management, and Operational Loss Analysis (ILD/ELD).• Interface with external Regulatory Agencies, Government/Private Investors, Legal and Corporate Audit partners.• Manage day to day operations for 20+ employee located across the United States and India.

Directly responsible for managing external and internal examinations for Mortgage and Vehicle Servicing; including change implementation associated with concerns cited by regulatory agencies in the form of Matters Requiring Attention (MRAs)and supervisory recommendations. Exam activity is inclusive of CFPB, OCC, FRB and other federal agencies, state examinations, Government and private Investors, rating agencies (Moody, Fitch ans S&P), independent testing by PwC, internal Audit and Compliance and Operational Risk. Resolution of each concern includes: gap analysis, corrective action planning, change implementation, control enhancements, sustainability post implementation and a closeout exam with the applicable regulatory agency.

Directly responsible for managing and implementing change associated with concerns cited by regulatory agencies in the form of Matters Requiring Attention (MRAs)and supervisory recommendations. Cross functional areas include: mortgage a vehicle servicing operations, consumer vehicle collections, enterprise fraud, complaint management and oversight in compliance and operational risk. Resolution of each concern includes: gap analysis, corrective action planning, change implementation, control enhancements, sustainability post implementation and a closeout exam with the applicable regulator.

Directly responsible for a team of associates whose purpose is to execute regulatory impact and gap analysis on new Federal, State and Investor regulatory requirements and process defects. End to end project assessments throughout implementation include: current state, corrective action planning, control implementation and sustainability post implementation. Perform control impact assessment across all regulators / governing bodies and all line of business processes for new regulatory requirements and incoming issues, break fix and remediation plans including self identified, compliance identified, risk identified and audit identified issues.Partner with line of business leaders during solution and fix based conversations to ensure remediation activities satisfy compliance requirements.Act as a Business Control SME to ensure action plan execution includes key controls and post implementation sustainability with established performance tolerances.

Directly responsible for management and oversight of the National Mortgage Settlement performance within Bank of America to ensure continued compliance of terms associated with Loss Mitigation processes. Performance management includes: all associated NMS Enforcement Metrics, measureable CTQs for non-enforcement metric terms, documentation to support non measureable terms and defect remediation.oEstablished dashboard performance reporting and routines with Line of Business Executives, Risk, Compliance and Legal.oDeveloped centralized tools and document repository for Reference Material, Line of Business and Independent Review Group testing as well as Remediation Projects.oEstablished key routines with the Independent Review Group to evaluate monthly testing defects, provide rebuttal documentation to refute findings and finalize Work Papers for the outside NMS Monitor.oExecuted a reconfirmation exercise to gather evidentiary documentation to support Bank of America compliance with NMS terms associated with Loss Mitigation processes.

Directly responsible for a team of Project Managers whose purpose is evaluate Risk and Compliance with internal Bank of America Policy, Investor Guidelines, State/Federal Legislation and Government sponsored programs for Default Servicing. Execution of end to end project development includes creation of the project charter, future state process, facilitation of remediation plans, control plan development and sustainability validation.o Established cross functional support team with Subject Matter Expertise in Collections, Loan Modification (Hamp and non-HAMP), Reverse Mortgage, State Legislation, State Mediation, Foreclosure Referral, National Mortgage Outreach and Business Analytics and Reporting across multiple investor segments including FNMA, FHLMC, GNMA, various non-GSE, FHA, VA and USDA.o Expanded Issues Tracking tool to support additional Lines of Business, multiple integrations executed in 2011 and 2012.o Developed robust Demand and Capacity Management models for Intake and Remediation for new initiatives.o Integrated Business Control Processes with partner groups such as Bankruptcy, Litigation, Short Sale, Deed in Lieu, Fees and Audit Prep to ensure end to end issue remediation.o Established key routines and tollgates for Issues Management with supported Lines of Business, Risk, Compliance, Audit and Legal

Directly responsible for a team of Project Managers whose purpose is evaluate Risk and Compliance with internal Bank of America Policy, Investor Guidelines, State/Federal Legislation and Government sponsored programs for Default Servicing. Execution of end to end project development including: creation of the project charter, future state process, facilitation of remediation plans, control plan development and sustainability validation.oEstablished cross functional support team with Subject Matter Expertise in Collections, Loan Modification (Hamp and non-HAMP), Reverse Mortgage, State Legislation, State Mediation, Foreclosure Referral, National Mortgage Outreach and Business Analytics and Reporting across multiple investor segments including FNMA, FHLMC, GNMA, various non-GSE, FHA, VA and USDA.oExpanded Issues Tracking tool to support additional Lines of Business, multiple integrations executed between 2011 and 2013.oDeveloped robust Demand and Capacity Management models for Intake and Remediation for new initiatives.oIntegrated Business Control Processes with partner groups such as Bankruptcy, Litigation, Short Sale, Deed in Lieu, Fees and Audit Prep to ensure end to end issue remediation.oEstablished key routines and tollgates for Issues Management with supported Lines of Business, Risk, Compliance, Audit and Legal

Interacts with and influences senior leadership of Servicing Organization and key business partners. Provides leadership and input to mid-size and large projects relating to corporate change initiatives that impact the Servicing Division. Leads ongoing initiatives for Loan Modification Team. Projects have: 1) major influence on the quality and timeliness of products/services, and/or impact the financial performance of the business.2) require cross-divisional coordination, communication, influence and negotiation. Responsible for analyzing present state (operations, process, reporting, systems, etc.), developing alternative future-state approaches and facilitating implementation. Responsible for in-depth data and process analysis as well as reporting and presentations for executive leadership and key stakeholders.

Directly responsible for the management of a multi-level organization whose purpose is to manage settlements, workouts, restructures, bankruptcy and litigation accounts both directly and through third party vendors.o Structured complex individual compromise settlements, workouts, restructures, litigation, and bankruptcy cases.o Automated key reporting and system functionality to increase capacity levels, productivity and trending analysis.o Implemented business control environment – Control testing, process maps and procedures, which resulted in successful SOX, ARR, OCC and FDIC audits.o Distressed asset sales for deficient accounts to third parties.o Project management for system conversions, program rollouts and work realignment.

Directly responsible for a team of liquidation specialists whose purpose was to manage settlements, workouts, restructures, bankruptcy and litigation accounts on complex loans in excess of 500K. Additionally, responsible for a team of operation analysts, whose purpose was to support functions relating to the overall liquidation processes.o Structured complex individual compromise settlements, workouts, restructures, litigation, and bankruptcy cases.o Vendor Management, including on-site audits, risk assessments and detailed account analysis.o Budget analysis, forecasting losses and recoveries, capacity modeling, and portfolio trending.o Restructured key operational processes to increase efficiency and productivity.o Developed control environment for operational processes using key automation and system enhancements.o Established detailed continuity of business plans.

Directly responsible for the management of a team of liquidation specialists whose purpose was to manage a portfolio of late stage delinquency accounts qualifying for settlements, workouts, restructures, bankruptcy and litigation accounts.o Developed generalist training modules to increase efficiency and productivity.o Developed business requirements for key department reporting.o Created monthly risk review analysis to determine recoveries, losses and potential risk.o Compliance and control development and testing to identify potential risk and corrective action.o Employee guidance with complex restructures, settlements, workouts, litigation and bankruptcy.

Directly responsible for case management of a portfolio of late stage delinquent accounts qualifying for restructure, workout, settlement, litigation or bankruptcy. o Developed automated workflow functionality for newly acquired portfolios.o Automated accounts payable and receivable processes to increase productivity.o Consolidated pre/post recovery efforts to reduce risk and liquidation curves. o Developed new hire training documentation.

Managed bankrupt accounts, adverse claims, and early/late stage delinquent wholesale customers by analyzing delinquency trending and enhancing collection strategies. o Developed communication methodology for delinquency trending to key business partners.o Automated adjustments, charge offs, quality reviews and delinquency trending to increase productivity.o Facilitated internal sessions with support teams for process improvements to increase efficiency and reduce delinquency. o Recognized for reducing delinquency by more 60% in 90+ delinquency and down to 2% in overall 30+ delinquency through process improvements, automation and employee development.

Managed Private Label account servicing team responsible for billing, equipment service, system outages and new product availability. o Developed processes and utilized corporate training facilities for implementation of new procedures on multiple A/R platforms.o Worked with IT/Development to create business requirements for key system enhancements.o Approved charge off requests, adjustments and quality reviewso Recognized for exceeding service standards of national major accounts.

Handled inbound calls for customer care and provided services such as new equipment orders, feature availability, service activation and problem resolution for Private Label accounts such as LDDS and SBC Global