Title:Roysel Mendez

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Name: Roysel Mendez

Address:

City: Tampa

State: FL

Zip/Postal Code: 33543

Country:

E-mail: abpsa0@r.postjobfree.com

Primary Phone:

Background

Most Recent Job Title: VP - Loan Services

Most Recent Employer: HSBC

Career Level: Executive (SVP, VP, etc.)

Availability or Timeframe: Immediately

Authorized to work in the US: Yes

Security Clearance:

Do you have transportation: Yes

Over 18: Yes

Education: Bachelors

Languages Spoken: English, Spanish

Job Preferences

Desired Salary: Open

Willing to Relocate:

Desired Job Titles:

Desired Job Types: Employee

Work Status: Full Time

Desired Shifts:

Desired Travel: 25%

Category: Banking/Finance, Customer Service, General Management and Administration,

Operations

Company Size:

Company Type:

Industry: Banking / Finance

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Copyright c 1997- Lee Hecht Harrison, Inc.

Roysel Mendez

30641 Piercefield Ct.

Residence: 813-***-****

Wesley Chapel, FL. 33543 Cell: 813-***-**** abpsa0@r.postjobfree.com

SUMMARY

Accomplished Senior Manager with over 11 years in the consumer finance industry seeks a

position where strong interpersonal and communications skills along with an innate ability

to mentor and develop others in the current global business environment. Reputation as a

strategic thinker, analytical, and resourceful. Expert in establishing rapport with

internal and external business partners. Recognized for achievements in remediating audit

findings, improving overall operating efficiency, and the ability to effectively manage

multiple projects to conclusion.

Making Decisions

Reorganization/RIF

Managing Projects Bilingual

Developing Strategy

Developing Procedures Analytical

Negotiating

Implementing

PROFESSIONAL EXPERIENCE

HSBC, Brandon FL 2004 - Present

Vice-President, Loan Services (2008-Present)

Responsible for the direction and oversight of the Loan Services Payment Processing

department and the activities of 4 direct managers and 40 line level on shore and off

shore employees. Ensure timely and accurate application of payments received via a variety

of methods to customer mortgage loan accounts, service and performance levels are

attained, and operational risk is mitigated.

Reduced operational budget 30% by spearheading several global outsourcing initiatives to

India, as well as, lead the training and integration of several functions to New York and

Chicago to reduce payroll expenses for a save of 13 FTE.

Effectively led a project that focused on the revision of over 300 department procedures,

process flows, and user manuals to ensure a successful internal audit.

Reduced and maintained out of standard rates below 1% consecutively for 9 months.

Coordinated and successfully lead a project team to resolve a systemic issue that

impacted 33K customers with a financial impact to the organization of $15 mm.

Recipient of the Leadership Medallion.

AVP, Operational Risk (2007-2008)

Partnered with various functional areas to ensure operational soundness through the

mitigation of current operational risks, new risk identification and recommendations for

system and/or process enhancements.

Conducted risk-based assessments (i.e. RESPA, TILA, FCRA) targeting processes that

represented the greatest amount of risk to the organization thereby increasing the number

of passed internal audits.

Partnered with Operations Managers to ensure policy comprehension and procedural

adherence, coordinated the drafting and publication of several hundred internal procedures

to align with local, state, and federal laws.

Developed several tools to track the progress and remediation of tasks and deliverables

to ensure audit findings were remediated within a timely manner.

Roysel Mendez Page 2

Policy and Compliance Manager

(2005-2007)

Audited the activities of assigned operational area(s) to ensure compliance with

applicable internal policies and procedures and external state and/or federal regulations.

Managed all phases of the risk assessment process. Produced detailed reports on federal

and statutory regulations to keep senior management apprised of the level of risk,

findings, and operational issues.

Analyzed reports for suspicious and unusual patterns of activity.

Facilitated discussions with senior management to develop plan on mitigating business,

operational, and technical issues and control weaknesses.

Assistant Policy and Compliance Manager

(2004-2005)

Managed a unit of Compliance Officers tasked with resolving highly escalated complaints

and/or issues filed with various regulatory agencies such as the Office of the Attorney

General, Office of the Comptroller, Office of Thrift Supervision, and other federal/state

agencies.

Communicated with various departments and state government relations departments to

ensure timely resolution of complaints filed with the state and/or federal regulating

offices (i.e. Attorney General, Office of Thrift Supervision).

Established productivity and quality metrics to assess the timeliness and accuracy of

work completed.

Decreased complaint response turn-around-time by 40%.

Capital-One Financial, Tampa, FL 19982004

Executive Response Committee (

2003

2004)

Resolved issues relating to customer accounts including confidential and sensitive

customer account issues that escalated to the executive offices, senior management, and

federal or state regulatory agencies through negotiation with attorneys, consumer

protection agencies, and customers.

Partnered with Media Relations and Corporate Counsel to mitigate headline risk to the

organization by quickly and efficiently negotiating issue resolution for the customer

and/or regulatory agencies to completion thereby preventing consumer legal action.

Enhanced existing policies and/or procedures as a result of complaint data.

Operations Manager

(19992004)

Responsible for leading a team of up to 25 Supervisors that responded to and researched

a variety of complex and escalated customer inquiries via phone and/or in writing.

Increased productivity 15% by reducing overall call handling time.

Maintained and exceeded quality and productivity standards for 6 consecutive months

through innovative training and development techniques and monthly call monitors to ensure

compliance with Visa and MasterCard guidelines.

Customer Relations Supervisor

(19992002)

Managed and coordinated the daily operations of a unit of 12 Customer Relations

associates to ensure high operating efficiency and quality customer service.

Provided customer relations associates with feedback based on review of work

accuracy, productivity reports, and monthly monitors.

Developed motivational tools for team including various incentives to increase sales

by 25% and promote call efficiency.

Roysel Mendez Page 3

EDUCATION

Bachelor of Science (BS),

Business Management University of Phoenix, Tampa, FL 2005

TRAINING

Strategic Communication - 2005

Strategic Negotiations - 2006

School of Mortgage Banking 2006

ORGANIZATIONS

Junior Achievement, Sponsor

AWARDS

Circle of Excellence Award Recipient 2004

Leadership Medallion - 2010

COMPUTER SKILLS

Microsoft Office Suite: MS Word MS Excel MS PowerPoint MS Outlook

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