Customer Service Management

Jennifer D. Welch

Email: ********@******.***

Address:

City: Beaumont

State: TX

Zip: 77703

Country: USA

Phone: 832-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Detail-oriented E xaminer who adapts seamlessly to constantly evolving examination processes and technologies, with 16 years experience applying financial and managerial compliance practices.

Educational Background:

High School Dipolma from Calvary Seminary College of Biblical Studies and P, Houston TX 1/2001 to 6/1997 (Business Administration and Finance)

Job History / Details:

Summary

Detail-oriented Examiner who adapts seamlessly to constantly evolving examination processes and technologies, with 16 years experience applying financial and managerial compliance practices.

Highlights

Auditing methodology

Income statement audits

Analytical reasoning

Account reconciliations

Data management

Operations management

Results-oriented

Process implementation

Risk management processes and analysis

Self-motivated

Training and development

Change management

Accomplishments

Auditing Procedures

Knowledge of planning techniques, test and sampling methods involved in conducting audits.

Engaged in ongoing training in the examination process.

Knowledge of policies, procedures, and regulations through regular review, and data contained in the Exam Manual.

Researched exam styling and methodologies for proper work paper, and write-up summary assessments.

Auditing

Conducted fieldwork audits in accordance with the CFPB methodology and Examination pronouncements for Large Bank and Non-Bank entities.

Conducted Supervisory Scope Summary for several Large Bank institutions for overall complete assessment of the institution.

Documented Areas covered include: HMDA and CRA, Regulation Z, and Regulation H, Deposit Operations, Compliance Management Systems, Fair Credit Reporting Act, Fair Lending, as well as Complaints, and Defined Products and Services.

Helped to develop Fair Lending and Enforcement Training School Documentation for the CFPB to be implemented to all examiners, including: mock payroll stubs, tax returns, and job applications as well as completing mock loan applications, determining debt to income ratio, and finance charge results. I also helped to re-create existing templates from the FRB and FDIC to be utilized by the CFPB.

Researched and documented loan modification and foreclosure processes for mortgage servicing targets that focused on GSE and Non GSE home loan modifications, with transactional testing completed that resulted in a Full Scope Examination due to deficiencies found during review.

Have conducted two Non-Bank examinations with emphasis on GLBA, ECOA, Regulation Z, UDAAP, and Fair Lending, as well as conducted transactional testing on loan files and interviewed institution personnel for compliance with policies and procedures, Management and Board oversight, the Compliance Management Program, Training, Monitoring and Corrective Action, Consumer Response processes, and Compliance Audit.

Documented results of Non-Bank examinations Objectives including: Compensation practices, Fair Credit Reporting Act, Regulation E, Sustained use, FDCPA, Vendor Management, and Consumer Complaints.

Experience

September 2011 to 11/5/2012 12:00:00 AM

Consumer Financial Protection Bureau Washington, D.C.

Examiner

With minimal supervision conducts very complex examination work, and develops, presents, and discusses examination findings, recommendations, and required corrective actions with depository institutions and non-depository consumer financial services company's ("regulated entities") senior management. Specific Duties include the following:

Evaluate adequacy of the regulated entity's compliance program, including policies, procedures, controls, staff expertise and training.

Conduct reviews to determine that the regulated entity does not have unfair, deceptive, or abusive acts or practices.

Conduct fair lending reviews (i.e. reviews loan samples for compliance with fair lending laws and ECOA to determine if the regulated entity is illegally discriminating in it's treatment of customers).

Present findings and recommendations to board of directors and or senior management of the regulated entity and the CFPB to convey results of the examination.

Conducts Full/limited reviews of mortgage loan modification and foreclosure processes, to assist in determining the scope of mortgage servicing, focus on GSE and Non GSE modifications. Requests walk-through of the Department Management Operations with particular interest in: Customer Service, Collections, Loss Mitigation, Quality Assurance, Fulfillment, Foreclosure/Process Management, and Transactional Testing and Loan sample requests.

June 2009 to September 2011

U.S. Treasury Office of the Comptroller of the Currency Houston, TX

Customer Assistant Specialist/Consumer Response

Expertise in both receiving and processing verbal and written consumer complaints, referrals, inquiries, and training. Analyzed case correspondence to determine any potential regulatory violations, and responded to the consumer via written correspondence upon completion of case analysis. Responsible for educating consumers of various regulatory banking laws and bank processes to prevent future occurrences, as well as extensive knowledge of Financial Banking Laws, and Federal Regulations.

April 2006 to June 2009

BBVA Compass Bank, N.A. Beaumont, TX

Assistant Branch Manager III

Manages all aspects of Customer Service, Operations, and the banking center's Teller Work Force. Ensures the highest quality of customer service is delivered within the banking center while sales support for all banking center promotions and sales of retail bank products and services are provided. Ensures banking center is in compliance with all applicable State and Federal Laws, Regulations, and both bank policies and procedures.

April 2002 to April 2006

Wells Fargo Bank, N.A. Houston, TX

Service Manager II

Managed the Teller Service function to ensure prompt and efficient transaction processing, and the generation of sales through quality referrals. Primary duty was the management and direction of work for a minimum of 8 Full Time Equivalents through the establishment of sales and service goals. Created, Trained, and Coached a successful service and referral team. Responsible for effective staff salary administration, and compensation awards. Responsible for scheduling staff efficiently to maximize resources and achieve service and sales goals, as well as ensure compliance with Federal and State Regulations, Audit, and Operational guidelines.

May 1997 to April 2002

Bank of America, N.A. Houston, TX

Teller Manager I / Training Assistant

Responsible for Commercial Deposit window and Teller Services production. Trained on customer services functions including account analysis, customer history reconciliation, Cash Drawer and Vault reconciliation, problematic error resolution, Sharp Machine balance and reconciliation, as well as staff scheduling and Management Resolution. Responsible for training and staff comprehension of Federal and State Regulations and guidelines, as well as internal controls and procedures.

Education

1997 Calvary Seminary College of Biblical Studies and Principles Houston, TX

Bachelor's Degree Business Administration and Finance

Calvary Seminary College of Biblical Studies and Principles

Emmanuel School of the Bible

1100 N. Main Street

Houston, TX 77008

Dr. Barbara Wright

Bachelor's Degree - Finance

Associates Degree - Business Administration

Affiliations

Leadership Development Program - Coen-Brown Series - 2001

Leadership Development Program - Coen-Brown Series - 2007

Business Service Class Certification - Wells Fargo Bank

Teller Certification - Lee College 1996

Customer Service Management Certification - Lee College 1996

Stage Series 7 License certification - 2007

Customer Service Sales and Service compliance - Coen Brown Series - 2007

10-Key, Data Entry

Notary Public State of Texas - Exp. 2013

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