Project Manager
Resume:
ALBERT RIOS
********@*****.***
Accomplished, results-driven, Project Manager with over 20+ years of Finncial Industry experience in Project Management, Consumer Regulatory Oversight and Directives, Compliance, Risk, IT, and Business User interface. I have proven ability to identify Borrower experiences and capture market opportunities to accelerate expansion, regulatory adherence, increase revenues, and improve profit contributions in a variety of distribution channels. I have managed a portfolio of Borrower/Consumer escalation and experience projects with excellent results adhering to budget, business requirements and deliverable dates. Additionally, I have excellent interpersonal skills and abilities to communicate and collaborate effectively with co-workers at all levels.
AREAS OF EXPERTISE
Project Management, Policy Execution, Consumer Compliance Oversight (AML, CCPA, BSA, HMDA, GDPR), Risk Management, Regulatory Policy Execution, Strategic planning, Default Servicing, Financial Analysis and Planning
EXPERIENCE AND ACCOMPLISHMENTS
USAA Bank, San Antonio, TX (6/1/2018 - Current)
Senior Project Manager, SME Consultant for HELOC servicer
Assessed and recommended remediation gaps within the HELOC portfolio
Assessed IT application / User requirements for remmediation
Assessed adherence to regulatory guideline along with remediation recommendations
Assessed Compliance within Divison on consumer privacy (AML, SCRA, HMDA, UDAAP, GDPR) along with remediation recommendations
Recommend strategy for existing HELOC product
Fannie Mae- Servicing Guide (Project Simplify) McLean, VA, (04/18 - 05/18)
Senior Project Manager, SME Consultant for Risk assessing conflicting Servicing Guide policy to CFPB
Assessed and recommened with borrower benefit a “White Paper” Policy regarding initial inspections for property preservation
Assessed conflicting Servicing Guide policy to CFPB
Seeked policy simplification FBO within servicing guide with increase risk appetite
Simmons First National Bank, Pine Bluff, AR; (07/17 - 04/18)
Director of Loan Operations, Consumer Loan Servicing portfolio, specializing in:
Auto Loan, Real Estate Loans, Consumer Default Servicing, Consumer Loan Call Center.
Developed Staffing model and gearing ratio to support and justify added staffing for increased volumes through merger and acquisition of acquired Banks within operating departments.
Consolidated four acquiring banks reducing staffing by 34% while operating 7% under budget.
Consolidated 13 HELOC programs into 4 products to facilitate standardizations and program consistency with IT and Business owners.
In an Agile environment, created “User Stories” based on the requirements from Loan Ops and acquiring banks.
Created Enterprise approved branding model for process maps and document procedures
Administered Compliance within the Loan Ops Divison on AML, SCRA, HMDA, UDAAP, Reg O, General Data Protection Regulation
Established consumer loan call center for non-relationship borrowers to handle servicing to include renewals, change in term transactions and payoffs on HELOC and HEL.
State Regulator (DFS-NY) (4/15-06/17)
Senior Project Manager Consultant via Consent Decree
Appointed Operational Monitor for(Ocwen) on NMS, DOJ, CFPB deficient findings, including:
oThe installation of its Loan Default platform (Back-in-the-Black)
oThe implementation of the HAMP consumer decommissioning project.
oDetailed testing of the Company’s escrow function, focusing on issues with the greatest potential to affect the borrower experience adversely:
Escrow Analysis
Insurance
Taxes
Loss Drafts
Flood / Wind
Cashiering
Consult in developing remediation plans that meet government expectations and criteria for SPOC for consumer benefit
Assess Compliance on Consumer Privacy, AML, BSA, Reg O, HMDA, SCRA
Assessed PMO disciplines and methodologies within a hybrid environment with emphasis on IT and audit of enhanced policies and controls for Default Servicing
Provide 3rd party assessment of remediation to regulators on Default Servicing Customer Experience
Assess Correspondence Operations on new initiatives to enhance the borrower experience, including:
oexpanding the website to share more information
oreviewing scripts with the Call Center to ensure borrowers are given accurate information and issues are escalated
orewriting remaining letters in a customer-centric format
oexpanding the data glossary to the enterprise
Bank of America - Dallas, TX (2011-2015)
Group Sr Project Manager, Policy Execution, Default Service Customer Relations
PMO developed and managed Level 2 AG support through Client Coverage Model managing 65+ associates (senior managers, line managers, process engineers and underwriters) covering Banks’ investors/audited portfolios from a Risk & Control Framework perspective
Delivered the Loss Mit Exceptions Handling project on time and within the agreed acceptance criteria in a hybrid methodology environment as they attempted to transition to an Agile Methodology.
Validated User Stories based on the requirements gathered from all the stake holders.
Coordinated with systems partners to finalize designs and formalize requirements Utilized Story.
Designed and implemented Underwriting, SPOC, and Attorney General Escalation centers to support customer-facing initiatives on 47,000 tickets with 24-hour SLA. Initiative impacting approximately 2,800 underwriters and customer support staff: monthly avg. 1,743 tickets
Responsible for policy reviews of program procedures, job aids, customer letters, marketing materials in adherence to Bank policy, OCC, CFPB, DOJ, Treasury Directives, GSE Servicing Announcements, HUD Mortgagee Letters, Regulations, 2013 Reviews: 3,979 Policy Documents
Oversee policy and compliance control implementation of division-wide mandate by Federal Gov’t, private label securities and secondary market investors, HMDA, BSA, AML
Partner with Business Controls Executive, Loan Mod Executives, Office of the President Escalations, HR, Program Management SVPs, Change Management, TSY Stakeholder SVPs across enterprise to standardize make-up and responsibilities of all enablement functions
Manage engagement with external investor and regulatory entities providing responses, production metrics and implementation plans for effective program deployments
Launched single system of record to manage, track, and report on change within mortgage servicing, ensuring executive leaders have visibility to resource usage, realistic project timeliness, technology requirements and underwriting sign-off authority
Responsible for enterprise forensic analysis on Bank policy/strategic lean and coordination with controls group for implementation
Fannie Mae/ Compugain - Dallas, TX (2009-2011)
Consultant, PMO / Senior Business Analysts - MHA Servicer Integration
Lead SME for the Net Present Value-Mortgage consumer Waterfall model
Business analysts in Operations, Data Analytics, Investor Reporting groups within MHA framework
Engagement Manager to two Banks (U.S. Bank and JPMC) in the US Treasury’s Consumer Foreclosure Prevention Program; Advising executives of risks, establishing program benchmarks, facilitating regulatory discussions and interpreting policy mandates
Conducted frequent on-site reviews with client executives managing program readiness, risk assessments, portfolio gap analysis, policy adherence, underwriting standards, data mapping, vendor management and effective consumer engagement modeling
Presented material findings to U.S. Treasury’s Home Preservation Office, FHFA, and MHA-Compliance
Partnered with institution’s executive communications team to resolve borrower escalations
In conjunction with senior management, developed project plans and executed project deliverables, articulating goals, allocating resources, and managing workflow
Security First Funding Corporation, Williamsburg, Virginia; (1989-2009)
Operating Officer
Managed sales and operational oversight to 5 office locations with a staff of 60. Originating FNMA/FHLMC, VA, FHA (T1’s) with an eye towards audit, financial, and consumer compliance, resulting in over 18 years of financial reporting with stellar Commonwealth over site with NO fines or supervisory probation.
Risk Management and Loss mitigation specialty with subcontracting:
oloan portfolio management
oforensic underwriting and scoring
oloan recovery and workout
onon-performing assets
Bank of America - San Francisco, California (1985-1989)
Director of Operations Bank of America Real Estate Group
Implemented and managed operational oversight to 54 external units staff of 300+ new hires within the External Loan Production of Bank of America; Realtor Sales, Wholesale, and Builder Sales
Audit and compliance; established, monitored, and performed audit testing criteria for the 54 units
Personnel; established centralized hiring, along with monitoring performance objective for 28 different employee positions, start-up budgets, variance monitor and reporting with division consolidation.
Underwriting; subject matter experts, providing uniform interpretation to the banks consumer UW criteria and guidelines
Training; new hire orientation to bank consumer regulatory requirements, job objectives and requirements
EDUCATION
CALIFORNIA STATE UNIVERSITY AT LOS ANGELES - Los Angeles, California
Bachelor of Science in Finance
Advanced Management Systems, Production Dynamics, First Class Certificate
Presbyterian Church (U.S.A.) Christian Educator Instructor
2018 Simmons Bank Certified on BSA, AML, HMDA, CPA, UDAAP
California State Polytechnic University, Pomona, California; Instructor
oHuman Resources
oStrategic Management
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