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Customer Service Sales

Belleville, Michigan, 48111, United States
January 11, 2017

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***** *********** ***** **********, * I 48111 313-***-****


Compliance Specialist with strengths including logical and creative thinking, innovation and attention to detail. Extensive knowledge of creating, managing, analyzing and extrapolating data. Professional committed to ensuring compliance with financial regulations and laws at both the federal and state levels; accuracy, quality and process improvements. Self-motivated, reliable and well-organized professional. Demonstrated written and oral communication skills and a talent for building trusting relationships. These attributes are easily transferable to any team leadership and/or business operational responsibilities.

Risk Analysis

•Created a risk assessment system to identify potential risk of third-party vendors as well as other business partners

(approx. 150 vendors); conducted extensive background checks via LexisNexis; developed questionnaire to vet third-party vendors

•Maintained an internal audit system designed to monitor the company’s operations (Funding, Credit, Collections and Customer Service) to ensure compliance with Fair Lending practices (interest rates, late charges and other fees as applicable)

• Reviewed loan documents to assure compliance including but not limited to: loan applications, contracts, correspondence (specifically related to collection letters), marketing materials, and company website

Compliance Assurance

•Maintained a high level of awareness and knowledge of regulatory compliance requirements for the sales finance industry by keeping abreast of constant changes in the Federal and State laws and regulations by attending conferences, webinars, seminars, and by reviewing content through various Compliance periodicals. State and Federal documentation prepared utilizing the Nationwide Mortgage Licensing System (NMLS) as well as documentation required by various revenue, taxation and banking state agencies

•Maintained ongoing research to stay informed of constant changes in state and federal collection laws with regard to the Collection Industry and sales finance companies (TILA-RESPA, CFPB and UDAAP regulations)

•Reviewed and approved courses for Compliance training created by third party vendor; created quick exams to evaluate application of course content to job responsibilities. Monitored employee progress for completion of Compliance training courses

Client Relations

•Collaborated with CEO and legal counsel to mitigate compliance risks related to licensing and registration in states where company conducts business (24 states); prepared paperwork for new and renewal of registration and licensing for sales finance companies

•Utilized interpersonal written and oral communication skills to resolve conflicts between department managers within different areas of the same division to identify and eliminate duplication of processes

•Coordinated and facilitated supervisor meetings to review, finalize and approve changes in policies and procedures. Met with Quality team members and supervisors to develop strategies to implement and communicate changes to staff

Operations Management

•Revised Operations Manual to include detailed description of all phases of company operations (Funding, Customer Service, Collections, and Accounting) to ensure compliance with Federal and State laws and regulations

•Developed Customer Compliant log to track types of complaints, manner of complaint resolution and number of days to resolution (avg. of 20-30 complaints per month)

•Automated annual bank annual review process resulting in reduced man-hours (approximately 80-120 hours), physical

filing space and reduction in paper by creating process electronically while maintaining data security and integrity

•Assisted with the implementation of new loan software

Professional Experience

Position Date Employed Employer Location

Compliance Specialist 7/2015-11/2016 VFS Services, Inc. Taylor, M I

Credit Specialist III 6/2011-07/2015 Comerica Bank-Financial Institutions Group Livonia, M I

Policy & Procedures Analyst 11/2008-07/2009 Comerica Bank-Customer Contact Center Auburn Hills, MI

Policy & Procedures Analyst 01/2006-03/2008 Comerica Bank- Loan Center-Compliance Auburn Hills, M I

Documentation Analyst 07/2004-01/2006 Comerica Bank-National Dealer Services Detroit, M I

Credit Specialist III 11/1995-07/2004 Comerica Bank-National Dealer Services Detroit, M I

Educational and Professional Development

Educational Training:

• MBA – Davenport University – Grand Rapids, MI - expected graduation date – Fall 2017

• Graduate Certificate – Entrepreneurship – Eastern Michigan University, Ypsilanti, MI

• MSA – Public Administration – Central Michigan University, Mt. Pleasant, MI

• BSA – Organizational Administration – Central Michigan University, Mt. Pleasant, MI

Software Training:

• Microsoft Office Suite 2013 Excel, Word, PowerPoint, Outlook, Publisher and Project, Adobe Acrobat X Pro,

Windows 10, and 8.1, DCORR, DEALS (loan and risk rating systems), RiskOrigins (loan risk rating system); CIM and GOLDTrack (loan systems), FileNet, HOGAN and AFS, and SNL Financial (financial data repository)

Other Training:

• Masters of Diversity – Comerica Bank – Silver Level


• AFSA - American Financial Services Association, member since 2015

• Compliance W eek, member since 2015

• SCCE - Society of Corporate Compliance and Ethics, member since 2016

• SW CRC – Southern Wayne County Regional Chamber, member since 2016


• Central Michigan University Alumni – 2008-Present

• Awarded Central Michigan University Off-Campus Programs Endowed Scholarship for Graduate Students


• Comerica Loan Center – Trust and Empowerment Task Force Committee – Participant & Facilitator – 2007

• THAW (The Heat and Warmth Fund) – Volunteer – 2007, 2009-2010

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