Molly Wall Email & Phone Number

Remote

Dallas, Texas

Dallas, Texas

Dallas/Fort Worth Area

As the Process Manager for Customer Complaints Advocacy program in the Home Equity Originations' Command Center, I was responsible for designing and managing a well-managed, unassailable complaints management process to meet customer expectations for exceptional complaint handling and relationship restoration, while adhering to regulatory and compliance governance requirements. I achieved the company's highest sigma lean certification level within 4 months of taking on the role, and managed the business through 3 internal audits and 4 regulatory exams, with zero findings or MRAs.

Plano, Tx

I managed the business relationship, performance, and business risk/contract compliance of Capital One's largest third-party repossession vendor, with a $6.5+ Million annual spend portfolio. As the preferred subject matter expert in loss mitigation, loan servicing and vendor management, I was the primary point of contact for advising, consulting on, and pressure-testing operational process/policy/technology changes. • Identified and remediated an assignment logic error that saved over 15% of the monthly budget for operational expenses• Raised funds exceeding $360,000 in the 2015 Capital One Annual Golf Classic to benefit The Boys and Girls Club and Samaritan Inn• Took over as the product manager for a proprietary third-party compliance management platform• Partnered with platform developers to design, test and improve system functionality to maximize user experience, in addition to vetting contract compliance data for 100+ third-party service providers