Compliance, Complaints, Customer Service, Education, DEI, Vendor Manag

Kathleen M Harder

**** ******** ***, **********, ** 19806 * *********@*******.*** * 302-***-****

Experienced People and Process Professional

COMPLIANCE • CUSTOMER SERVICE • EDUCATION • STRATEGY • RISK MANAGEMENT

THIRD PARTY MANAGEMENT • COMPLAINTS • DEI

Charismatic leader and goal achiever with strong people and operations management, educational, and organizational skills. Highly driven and focused on results and client growth. Superior analytical, presentation and relationship management skills. Customer-focused and performance driven. Exceptional interpersonal and communicative skills that build relationships, confidence, and leadership in others, while interfacing positively with people from diverse backgrounds. Proven history in negotiations, change management, problem solving, productivity enhancement, and risk assessment. Positively affected cultural changes in several positions. DEI certificate. Experienced in the following laws and regulations: FinCEN, Dodd-Frank, FDCPA/Collections, Fair Lending, UDAAP, FCRA, SCRA, US Patriot Act/OFAC, TCPA, ECOA/Reg B, FACTA, TILA, AML/BSA, EFT Act, and Privacy Act.

Professional Experience

Innova Solutions AUG 2023 – MAY 2024

Customer Support Specialist

Provide quality customer service and support BNYMellon BTS Customer Service Department including phone interaction, problem resolution, and account transaction processing in a timely manner. Provide product knowledge and technical assistance, respond to customer inquiries, and escalate situations as appropriate.

State Farm Insurance Agency SEPT 2022 – DEC 2022

Senior Licensed Insurance Representative

Utilized a customer-focused, needs-based review process to educate customers about insurance options; Developed leads, scheduled appointments, identified customer needs, and marketed appropriate products and services.

Brandywine School District MAR 2022 – AUG 2022

Instructional Paraeducator - Kindergarten

Assisted the teacher in establishing and maintaining a classroom environment conducive to learning; Assisted in the supervision and monitoring of students through assigned duties, i.e., hallways, lunchroom; ensured appropriate conduct during these periods. This position was eliminated for the 2023-2024 school year.

Flagship Credit Acceptance - (Chadds Ford, PA) JULY 2014 – FEB 2017

LOAN SERVICING ORGANIZATION DEALING IN SUB PRIME MARKET SPACE

Director of Compliance

Developed and implemented the Company’s Compliance Management System (CMS) which included directing each element: Senior Management & Board Oversight, Compliance Program, Vendor Management, Compliance Training, Independent Audit, Complaint Management, and Culture/Reputation. Managed by creating end-to-end project tasks including management, compliance, vendor, education, audit, complaints, and business readiness.

Managed operational compliance of the applicable federal and state laws and regulations having a significant impact on the operations or strategy of the Company with a staff in multiple locations and states that included senior compliance analysts, compliance analysts, and a Regulatory Statistical Analysis associate.

Supported the Chief Compliance Officer in assigned areas especially developing, revising, documenting, and implementing operational policies and procedures as well as testing effectiveness of the P & P and maintain frequent reporting of risks, results, and trends. Organized enterprise document library of P & P.

Partnered with senior management to prioritize and implement opportunities identified and remediation required resulting from monitoring and testing

Remained abreast of, organized, and reported industry changes, corporate objectives, and laws & regulations affecting all functional areas of the businesses

Organized and facilitated monthly Regulatory Compliance Committee meetings which included analysis of high-risk areas and issues including recommendations to remedy based off the performance of the CMS

Directed the required regulatory compliance training program for enterprise, 1,100 people, via Learning Management System. Organized LMS platform requirements via by streamlining all tasks for team associates. Responsible for customizing courses, course identification by associate level and department, all tracking and metrics for management, scheduling courses, course delivery to associates, rollout year-end roll-over of courses, new associate set up, and attrition maintenance.

Call Center Services Inc - (Wilmington, DE) MAY 2012 – FEB 2013

LOAN SERVICING ORGANIZATION DEALING IN SUB PRIME MARKET SPACE

customer support manager

Recruited specifically to change the culture of the company and create more visibility

Managed Customer Support operations for two products in Payday Loan industry. Customer Support included Customer Service, Loyalty & Retention, Compliance, and Collections departments

Managed daily operations for customer service and collections with focus on quality and behavioral management through reporting metrics and balanced feedback

Rolled out and managed Facebook website page for the product Magnum Cash Advance

Directed the collections back-end processing of debt management accounts, accounts sent to third party collection agencies, as well as the charge-off process for both products

Company closed.

MDA Lending Solutions - (Wilmington, DE) JAN 2009 – APR 2011

LOAN SERVICING ORGANIZATION DEALING IN SUB PRIME MARKET SPACE

mortgage valuations operations supervisor

Managed a team of appraisal processors with high performance results within USPAP and Dodd-Frank regulations; Created original incentive program for processors and implemented changes to program with workflow optimization.

Applied Card Systems - (Glen Mills, PA) APR 2007 – APR 2008

LOAN SERVICING ARM FOR APPLIED BANK, A SUBPRIME CONSUMER LENDER

AVP – collection strategies and operational risk management department manager

Facilitated process improvement reviews for executive management

MBNA America Bank, N.A. - (Wilmington, DE) JAN 1994 – AUG 2006

NATION’S LEADING AFFINITY CREDIT CARD ISSUER

AVP – quality department section manager - complaints

Managed a team of specialists who responded to the Office of the President customer complaint letters; Managed their efforts, relative to customer contact, complaint research and resolution, peer and management editing, letter formatting, distribution, and mail processing; Created reporting and identified trending issues to create training modules for affected associates and departments.

Additionally, managed the MasterPiece Program, the company idea program submitted by employees. Ideas were researched and recommended for implementation with monetary reward.

AVP – compliance analyst and manager

Managed the Collections departmental operational risk management; Managed compliance managers in five regional offices, ensuring consistency and compliance with all policies and procedures

education specialist and facilitator

Created and facilitated developmental and technical training for management in five regional Collections offices

executive assistant to senior executive vice president

Reported directly to an executive manager of the Senior Operating Committee

section manager

Previous positions included 30 and 120-day Collections Manager, Estate Unit Manager, Credit Assistant Manager, Credit Decline Review Specialist, and Credit Analyst

Key Accomplishments

Created DEI Program for Bellevue Community Center as VP of the board of directors

Obtained Property & Casualty Insurance License with State Farm Agency 2022

Certified as an Instructional Paraeducator with Brandywine School District 2022

DEI Certified from USF, Muma College of Business 2021

Awarded Top Performing Team status on multiple occasions and Manager of the Year during tenure at MBNA

Redesigned specialist incentive structure to emphasize quality measurement and increase productivity at MDA Lending

Created regulatory guidelines for Collections and trained approximately 5,700 people at MBNA

Recognized an opportunity to increase revenues by finding a $1.5 million reduction in fraud losses and $65 million in loss avoidance at MBNA

Education & Training Courses

B.S. in Mathematics Education (Dean’s List)

Minor in Computer Science

Ferris State University, Big Rapids, MI

Certificate of DEI from USF, Muma Business College

Dale Carnegie Course: Leadership and Public Speaking

Community Engagement

Board VP of Bellevue Community Center 2016 – Current

American Financial Services Association (AFSA) Committee Member 2015 – 2017

Making Strides against Breast Cancer 2012

United Way contributor 1994 – 2011

Advisor for DE Scholars Advisor Program, MBNA 2000 – 2004

MBNA Education Foundation: Walk for Education 1998 – 2005

Independent Living (Carelink) 1997 – 2000

Big Brothers/Big Sisters 1994 – 1995

Delta Zeta, Alumnus

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