Responsible for co-leading complex Customer Remediations throughout the Target Operating Model (TOM).Provide credible challenge to the Customer Remediation related Issue and associated Corrective Actions to ensure that customer impact has been fully resolved.Ensure that customer impact is cared for within the Customer Remediation requirements and obtain approvals from from Operations leaders, line of business leaders, Control, Compliance, and Legal.Responsible for ensuring accurate documentation for various Customer Remediation documents to be reviewed throughout the remediation lifecycle, to include post validation testing by Internal Audit or Independent Testing & Validation (IT&V).

Responsible for managing multiple employees consisting of Quality Assurance Analyst 2, 3, & 4.Managed the Credit Quality Assurance Policy (CQAP) program and ensured policy adherence. Co-managed the Process monitoring testing program and ensured regulatory, policy, and procedural adherence through quality control testing.Recommended policy and procedural updates based on exceptions, findings, and observation identified during quality assurance testing. Escalated and presented recommended testing enhancements through the formal Change Management process.Escalated and presented issues identified during quality assurance testing to Operations Effectiveness Team (OET) leaders, line of business leaders, Control, Compliance, and Legal.

Responsible for managing a team of employees consisting of Quality Assurance Analyst 1, 2, and 3.Co-managed a quality assurance program consisting of reviewing employee call recordings for multiple lines of business and products, to include Retail collections, Credit Card collections, Personal Lines & Loans collections, Overdraft Collections & Recovery, Student Loan collections, Legal Remedies COE, Bankruptcy COE, Rewards Management portfolio, and Third Party Agency collections.Lead the Consumer Collections & Servicing (CCS) complaints calibration effort to ensure understanding of the Complaints Management policy.Recommended policy and procedure enhancements based on aggregate quality assurance finding and observation related data.Advised employees on complex issues and problems where expertise is required to interpret policies, guidelines, or processes.Responsible for creating and maintaining quality assurance standards.

Managed a team of 6 to 12 employees focused on the collection of Retail and Co-branded consumer accounts.Monitored employee metrics to identify trends and areas of opportunity.Reviewed employee call recordings to identify potential risk, and if identified, coach the responsible employee accordingly.Managed the department helpline and assisted employees with problem solving various issues.Facilitated the Retail collections department quality assurance calibration program to ensure consistent scoring between management.Created various reports for management to assist with identifying areas of opportunity and recommending risk mitigation strategies.Conducted and monitored various line of business audits to ensure line of business compliance and mitigate potential risk.Assisted Learning and Development leaders with the facilitation of new hire orientation and transitioning to the Retail Collections business.Conducted Team Lead, Collector 1, Collector 2, and Collector 3 interviews and made hiring decisions.Facilitated weekly team huddles that focused on department updates, call monitoring violation trends, employee recognition, team metric performance, and personal development.Facilitated the monthly Retail complaints calibration and presented recent updates, to include quality assurance observations and reviewed identified call recordings as a group.Responsible for submitting procedural updates and department reminders.

Responsible for the account resolution line and assisting employees with problem solving various issues.Monitored employee statistics and identified areas of opportunity.Reviewed and scored employee call recordings to ensure that department guidelines were being adhered to.Facilitated employee team huddles by presenting policy updates, procedure updates, and promoting team building activities.Utilized various collection applications, to include ECaR, FDR, Hogan, and CBP.Provided exceptional customer service to the account holder during the collections process.Mentored new employees during training and after transitioning to the collections floor.