Consumer Community Banking - Risk - Product Team

Student Loans - Collections and Recovery - Two CFPB Consent OrdersMember of ~700 person Issue Management team resolving customer-impacting issues within CFPB consent order deadlines, spanning technical fixes to procedural enhancements; team manager, then individual contributor. ● Individually responsible for 8-12 concurrent customer-impacting issues, immediate team owns 40-60 active issues at a time● Analyzed datasets of 10,000+ customers weekly for various consent-order harm types including: inaccurate credit reporting, misapplied payments and improper interest accrual● Aligned with 4-6 stakeholder groups (operations, legal, compliance, technology, etc.) to present all key findings, solutions and financial remediation for approval

● Responsible for credit reporting processes and accuracy with four credit bureaus, across six products and 350,000+ loans for near-prime lending product● Accountable for optimizing call center operations, ensuring effectiveness, efficiency, and compliance across 200+ agents, servicing 350,000+ customers, handling ~100,000 calls and emails monthly● Managed ~150 first line of defense SQL controls

Accountable for collections portfolio performance and business strategy of the near-prime online lending product. ~60,000 pre charge-off and charged-off loans, across six products, with 40-60 internal collections agents.● Managed relationships, strategy and quarterly compliance reviews with four third-party collection agencies and two-three debt buyers● Executed monthly debt sales totaled $1MM+ monthly, over 1,000-5,000 accounts, with two debt buyers, using SQL and Python

Global role simultaneously supporting business and operations strategies across four brands:● Responsible for call center financial budget over four business lines, 12 departments and 600+ agents● Created call center staffing model, proactively identifying hiring needs, within 5% margin for error● Stood up call center workforce management software (WFM) with internal/external IT and engineering teams, reducing manual time spent on WFM by 30-40%

Global role supporting operations strategies across four business lines and twelve departments:● Automated KPIs and financial reporting using SQL and Tableau-equivalent reporting software, achieved 60% reduction in stakeholder reporting efforts● Analyzed call center processes and data, championed new efficiency metrics with stakeholders to highlight gaps, updated procedures/training materials, achieved 15-20% reduction in call handle times

Reviewed 100-150 online credit card transactions daily for fraud using risk data from credit bureaus, achieved accuracy rates over 95%

Risk Analyst: ● Reviewed 20+ near-prime online applications daily for fraud and affordability risks using various credit reports and vendor data● Analyzed segments of 25-75 defaulted loans monthly, across four products, then updated fraud rule sets with engineering teams, reduced defaults by 10-15%Underwriting Analyst:● Evaluated financial documents and credit bureau data for ~40 near-prime online loan applications daily, across two products, 46 states, with loan amounts up to $35K