· Performs assigned Compliance Transactional and Control Environment testing. · Develops and leverages key relationships with stakeholders that enable collaboration across enterprise.· Reviews operational procedures and quality control logs to validate key compliance and risk controls are in place, up-to-date and tested on a regular basis to properly mitigate the Bank’s risk.· Owns and executes the end-to-end design of new and/or modify test plans, scripts and associated documentation. · Incorporates automation during test development using effective and efficient technologies, where possible.· Summarizes Compliance Test results and shares information with the business unit management team. Provides guidance and possible solutions to mitigate operational, procedural or Compliance discrepancies identified, during testing. · Performs all Spanish related testing scenarios for the Compliance Testing Team.· Completes a minimum of 40 hours of regulatory compliance training annually. Met the prerequisites to take the CRCM exam and currently preparing for the exam.

· Performed quality reviews of exam data released to the FDCI as part of their scheduled annual Compliance examinations.· Uploaded and released to the FDIC the approved Compliance examination data through the FDIC connect portal.· Participated as a stakeholder on all Compliance related issue discussions. When necessary, guided the team to utilize industry best practices and remediation approaches to maximize effectiveness, reduce processing expenses and regulatory risks.· Partnered with the Business Risk Office to develop custom Bank reporting to identify negative trends of Compliance related issues. · Developed, implemented and executed the Bank’s oversight desktop procedures and Road Map associated with the review process of Regulatory Issues, Collateral Materials, SARs and FDIC complaints.· Performed Spanish translation quality assurance support to the Compliance department. On-demand validated the accuracy of Spanish translated materials. · Completed a minimum of 40 hours of regulatory compliance training annually. Also, obtained an ABA certificate in Compliance: Foundational in 2017.

· Streamlined the relationship with “Message Broadcast” a service provider of Voice Response Unit (VRU) and Outbound Auto Dialer services. · Developed the business requirements and coordinated the implementation of new functionality required to support new marketing strategies through the VRU and Outbound Auto Dialer channels. · Developed and executed Bilingual (English/Spanish) Test Plans required to test the system functionality while validating adherence with Privacy and TCPA regulatory requirements. · Coordinated any contractual changes, monitored vendor’s performance and processing standards.· Developed and implemented Message Broadcast’s score card to ensure the vendor’s quality performance was accurately measured.· Owned Message Broadcast’s operational budget. Partnered with the Marketing, Finance and purchasing teams to create an annual budget plan, secured annual funding, tracked expenses and submitted documentation to increase or decrease the annual Purchase Order amount, as needed.· Coordinated with the Accounting department the payments of all monthly services billed to the Bank.· Partnered with the Information Security and Vendor Management teams to ensure the vendor obtained the proper annual certification to handle sensitive (non-public) information released to them to support VRU or Auto Dialer campaigns. · Hosted regular meetings with the vendor to discuss any process breaks, corrective actions and implementation of additional controls to avoid reoccurrences. · Partnered with the Compliance and Information security departments to develop the annual on-site audit plan to ensure key operational and regulatory controls were tested to minimize the risk exposure to the Bank.· Coordinated routing Emergency Preparedness Testing between the vendor and the Bank’s IT department.

· Managed the efforts of cross-functional business units to develop, document and execute complex customer restitution plans to resolve Compliance, operational or systemic issues that negatively impacted customers. · Provided insight and consultative support to the Business Issue Owner on restitution approaches, timelines and compensating controls.· Developed and maintained a project plan, timelines and task list for each restitution effort. · Assigned tasks to stakeholders and coordinated regular discussions with stakeholders to ensure restitution plans stayed on track. When required, escalated restitution plans to senior management for guidance, final approval or prioritization.· Consistently closed the restitution plans within 30-90 business days ensuring all regulatory and operational requirements were satisfied while maintaining a high level of accuracy. · Performed root cause analysis of process breaks and provided guidance to the stakeholders on what possible processing controls to consider to avoid future reoccurrences.

· Participated as a business Subject Matter Expert in Bank-wide projects that included regulatory disclosures or operational changes with impact to the telemarketing call flow or scripting templates used by Aegis (Off-shore Telemarketing vendor) hired to capture incoming credit card application information through the telephone. · Hosted conference calls with the vendor to define business requirements, project plans and cost estimates.· Secured the appropriate approvals to cover programming expenses.· Developed and executed the Test plan to ensure the vendor accurately satisfied the Bank’s programming requirements. · Created and submitted programming specifications and instructions to build custom telemarketing scripting to handle inbound calls from consumers solicited for a credit card application through Direct mail, but selected to complete their application over the telephone. · Performed random credit card application test calls to validate telemarketing scripting and customer experience was delivered as expected. · Documented the department’s operational procedures and workflows. · Cross-trained all new employees joining the department while providing side-by-side training for a minimum period of 30 days. · Hosted training sessions for the department’s staff whenever significant operational changes were implemented.

· Improved the relationship with a service provider hired to capture and upload Home Equity Application data into the credit system.· Ensured key processing controls were in place to maintain a high level of input accuracy.· Met with the vendor to review performance and quality score cards.· Developed quality control reporting and discussed processing breaks and jointly implemented and tested new approaches to avoid reoccurrences.· Created the business requirements and work-plans for the execution of the quarterly Direct Mail (DM) Home Equity loan marketing campaigns. · Facilitated weekly meetings with stakeholders to ensure deliverable tasks were documented and completed by their due date to avoid any slippage of the targeted mail drop date.· Coordinated the development and approval process of the DM creative materials in accordance to regulatory, Mail vendor and Post Office requirements.· Released to the Mail vendor approved creatives and processing instructions. · Performed quality print press checks for English and Spanish marketing materials. · Tracked marketing campaign performance and partnered with Marketing to develop new targeting strategies to increase penetration. · Compiled and distributed to senior managers weekly and monthly reporting for the Collections Department.

· Worked with the Legal department and the Privacy Officer to define privacy disclosure changes. Streamlined the implementation of these changes Bank-wide while performing the necessary quality and processing control checks. · Principal stakeholder responsible for defining the high level business requirements for a system called PAWS implemented to capture and track the delivery date of the initial and annual privacy notices. This systemic solution granted the ability for customer service associates to capture at an account and/or relationship level a customer’s information sharing needs.· Partnered with the Legal department to develop the account selection criteria to deliver the annual privacy notice to qualifying customers. Coordinated the annual disclosure delivery process Bank-wide through existing outgoing communication channels to reduce expenses. · Implemented a reconciliation process to help identify annual privacy notice delivery exceptions which were handled through a stand-alone direct mailing. · Consistently partnered with the IT department to develop the business requirements needed to maintain or enhance the PAWS privacy repository. Developed and executed the corresponding User Acceptance Test (UAT) plans required to validate the integrity of any system changes. Also, developed the data requirements needed to create and upload test account data into the test region to support the UAT testing efforts.· Completed a minimum of 40 hours of regulatory compliance training annually.

· Lead one professional to assist ensuring regulatory requirements, departmental procedures and Bank-wide revenue goals were accurately satisfied. · Maximized the credit card relationship with 34 Credit Unions on the East Coast which represented $500 million in outstanding loans. Increased new account production by 5% through different marketing strategies. · Frequently met with the credit union’s Senior Management team to discuss the credit card program performance, results and new products and services. · Partnered with the Legal department to ensure all training materials and/or credit card disclosures shared with the credit unions met the regulatory requirements. · Facilitated on-site education of credit card features, best cross selling practices and servicing agreements. · Partnered with the Sales and Legal departments to renegotiate or terminate contractual obligations, as needed. · Improved the issuance of the quarterly royalty compensation payments.· Streamlined the implementation of pricing changes ensuring all marketing materials were produced, delivered and disclosed by their corresponding due date. · Regularly tested the credit unions’ take one applications, membership newsletters and web-sites for regulatory disclosure adherence. · Addressed the resolution of escalated issues or complaints reported to the Bank by these credit unions. Evaluated the information and coordinated the resolution with the appropriate business unit. When necessary, escalated issues/complaints to senior management to obtain expedited or exception processing.· Reduced the credit card production expense by $85,000 annually through the introduction of Ultra-graphic card designs instead of full custom cards.

· Established annual departmental goals to support the overall company’s objectives. Lead the efforts of 11 professionals to ensure departmental goals were achieved or exceeded. · Completed a minimum of 10 hours of Human Resource related training annually. · Partnered with the Compliance department to monitory the department’s self-audit scopes, testing scenarios and results. Ensured self-audits were performed monthly to validate existing controls were functioning as expected. When warranted, additional controls were implemented to minimize any regulatory or reputational risk to the Bank. · Maximized a $3 million dollar operational budget and prepared any documentation required to address any variances on a monthly basis. Assisted the department’s finance analyst prepare the required documentation to submit the department’s budget requirements for the upcoming year. · Streamlined the relationship with several paper supply vendors, ensuring contractual, pricing, quality and service level standards were accurately satisfied. Performed vendor on-site quality checks and regularly discussed new technology or materials and process improvements.· Partnered with the Purchasing department to prepare and sent out annual “Request for Purchase” bits for all paper supplies required to produce the outgoing card carrier packages. · Documented the department’s operational procedures, corporate policies and workflows ensuring they were approved by the Compliance department and updated regularly to keep them consistent with operational practices. · Reduced printing expenses ($230,000) annually through the elimination of duplicate information disclosed in the Card Carrier and Welcome Packages. · Reduced postage expenses ($350,000) annually with the removal of all duplicate inserts included in different card carrier packages.

· Reviewed and approved Bank-wide internal procedures associated with the handling of physical credit cards to ensure risk control requirements were satisfied. · Performed Bank-wide risk control assessments to make sure key controls were functioning as expected. · Performed on-site audits of the internal Bank credit card fulfillment shops in Delaware and Texas to validate appropriate controls existed to safeguard the integrity of each credit card handled, embossed and mailed.· Travelled to regional offices to provide risk control training.· Reviewed vault count audit results to ensure all credit cards stored in the Bank’ vaults were accounted for. Validated reconciliation documents were accurate and any out-of-balance conditions were effectively explained and documented.· Assisted in the development and execution of the annual on-site audits of the credit card manufactures. Validated their operational controls, physical controls and system accesses were adequate. · Performed on-site audits of Jetsort’s presort operational facility to ensure the credit card package mixing requirements with other companies’ 1st class mail were satisfied to minimize fraud exposure. · Partnered with USPS staff to jointly perform on-site inspections of the security and operational procedures for handling the presorted mail they received in the Harrisburg, PA Hub from the Bank’s presort vendor and the incoming or returned mail sorted in the Wilmington, DE Hub. · Completed a minimum of 40 hours of regulatory compliance training annually.

· Lead 8 professionals to handle and track incoming merchant applications through the credit decisioning and merchant account set up processes while ensuring compliance with all regulatory requirements and internal processing standards. · Partnered with Human Resources to develop and implement a compensation incentive plan focused on measuring the payout amount based on measurable factors, such as quantity and quality of applications processed each month per individual’s grade level.· Completed a minimum of 10 hours of Human Resource related training annually.· Developed and facilitated training for the Sales team relating to the merchant application workflow, documentation requirements and processing standards.· Lead a process improvement team to implement operational enhancements that simplified the application handling process and reduced the internal processing standard from 30 to 20 business days. · Performed and implemented operational and procedural changes as needed. Ensured self-audits were performed monthly to validate existing controls were functioning as expected. · Developed and implemented an Account Clearing House (ACH) validation process to automatically trigger an ACH test transaction when a deposit account was connected to a merchant account. The ACH transactional test helped confirm the accuracy of the checking account and bank routing information provided by the merchant before they started to process Visa/MasterCard transactions.

· Performed the physical inventory of the Bank’s merchant fulfillment equipment and paper supplies. Weekly, reconciled the inventory and coordinated supply reorders to maintain the correct level of stock on hand at all times. · Frequently met with merchant suppliers to discuss and address any billing, handling or quality related questions or concerns. · Optimized several blanket Purchase Orders with multiple merchant acquisition suppliers. Reviewed invoices for accuracy, coordinated payment through Accounting and monitored General Ledger entries and budget expenses.· Built an inventory database using the Informix platform. The database helped the department accurately track in real time all Point of Sale (POS) credit card terminals being purchased from vendors, sold to merchants or returned to the Bank for a refund or exchange. · Programmed MasterCard/Visa POS terminals and shipped them to merchants as part of their welcome kit and provided on-site training, as needed.· Partnered with VeriFone to develop a step-by-step “How to Use” POS manual for VeriFone Tranz-330 and XL terminals. VeriFone submitted copy rights for this manual and awarded me co-author rights, when the manual was published exclusively for the Bank merchants.