Nichole Williams Email and Phone Number

Compliance Advisory support for Strategic Partnerships; responsible for conducting initial compliance due diligence assessments for newly identified third parties, partnering closely with business owners to mitigate regulatory risk, and providing continuous compliance monitoring and oversight support for on-boarded strategic partnerships.

Compliance advisor for digital products and strategies (mobile and web), including digital account opening; Online Banking; Intelligent Automation; Robotics Processing; Open and Connected Banking; Client Journey, and Voice of Client.

Responsible for designing a Compliance Program that complied with Enterprise policy requirements and effectively identified and assessed regulatory and compliance risks within the Consumer business. - Successfully consolidated the heritage Mortgage and Consumer Compliance Programs; compared compliance frameworks for both businesses, identified framework gaps and inconsistencies; and led the effort to implement a consistent compliance program. - Identified opportunities to streamline the 2017 Compliance Testing Calendar while driving consistencies and ensuring adherence to Enterprise Compliance Testing Policies; assessed test frequencies according to risk levels, consolidating testing where appropriate, and transitioned the 2017 Mortgage Compliance Test Calendar into the Enterprise Risk Testing framework. - Partnered with Enterprise Risk Testing to scope testing, develop test scripts, and deliver results to business owners on over 30 compliance tests. - Led efforts to create the annual compliance test plan and compliance training needs assessment for 2018 using a risk based approach.

Responsible for the organizational ownership, accountability, and oversight for end to end Complaints Governance across Consumer & Community Banking, consisting of over 250k complaints a month across 7 internal lines of business and over 600 external vendors. Responsibilities also included Complaint Audit and Exam Readiness Coordinator and Complaints Policy Owner (Consumer Banking and Chase Canada).• Partnered with Controls, Compliance, Legal and LOB Senior Leaders to successfully exit Complaints MRA; Evidenced supporting documentation across 6 work streams for KEYS and Audit review; Ensured line of business adherence to firm-wide Complaint Policy & Standards • Built sustainable model for the operational execution of a process using analytic tools to scan 22mm recorded phone calls and 300k written communications per month to find customer complaints• Developed Voice and Text Optimization plan/NEC Capture Strategy which provided the ability to redeploy over 80 FTEs across 7 lines of business and improved the accuracy of the NICE Voice complaint capture process from 37% to 49%; improved the capture of non-escalated text complaints by eliminating ineffective data sources (eliminating over 16k duplicate complaints monthly) and enhancing taxonomy (improving accuracy rate from 38% to 64%)• Re-engineered/Developed Target State Operating Model for centralized Regulatory Text Mining team which improved controls and Executive Office SLAs• Completed Spanish complaints current state assessment, identified gaps, and built Spanish Non-Escalated Text complaint model across CCB, leading to Chase’s placement as Industry Leader• Improved Regulatory Themed complaint reporting, ensuring consistent logic across reporting themes• Coordinated and documented responses for complaints management in relation to SCRA and ADA Operations Audits; Complaints Management lead for Card Collections CFPB Exam

Served as Compliance Advisory lead, partnering closely with operations to successfully mitigate regulatory risk; provided expert advice on regulatory compliance matters including risk assessments, issue management/remediation, and control reporting/enhancements.• LOB Compliance lead for the SCRA, Collections Litigation, and Sworn Documents OCC Consent Order work streams; reviewed and approved all work stream documents presented to OCC • LOB Compliance lead for all remediation and customer correction activities; provided regulatory guidance and approved over 50 remediation efforts/correction activities• Provided Compliance support for activities including audit and external exam preparation, the review and approval of staff training materials and operating policies/procedures to ensure regulatory and JPMC global compliance requirements were achieved• Completed transactional testing spanning across servicing, collections, originations, and third party servicing for all in-scope consumer regulations • Developed monitoring and test plans for Outside Service Provider Management Team to ensure effective oversight and controls were established for Outside Service Providers

Responsible for monitoring and testing controls established for processes within Student Loans.• Developed and executed over 10 test plans that measured the effectiveness of controls for Chase Student Loan processes• Participated with Risk, Compliance, and Corporate Audit to coordinate reviews and develop more effective test plans• Partnered with business owners to complete bi-annual control self-assessments and documented issues and action plans within Phoenix• Developed process maps for bankruptcy and charge off processes to transition these functions from MS to IN; identified and resolved 3 process breaks which improved the efficiency of the processes and redeployed 1 FTE

Responsibilities included managing Call Quality Program, Customer Satisfaction Program, project management, process analysis, and vendor management.• Implemented internally staffed call quality program to replace previously outsourced function. New program increased process consistency and reduced annual operating expense by $200k• Developed first time Customer Satisfaction Survey Program for Student Loans• Managed relationship with third party vendor that supported the contact center quality program• Led audit preparation activities, acting as a liaison between the business and corporate audit, documenting and providing responses to audit findings; resulted in Satisfactory audit rating