PROFILE SUMMARY

Accomplished and result-driven professional with solid years of experience in quality assurance and case management in the financial services industry. Hands-on manager steering a continuous analysis on internal standards, procedures, and regulatory requirements to ensure quality, completeness, and accuracy. Highly adept at identifying and analyzing the escalation process of the organization based on escalation criteria. Proven ability to track and analyze segment/group quality control issues related to the client due diligence and guide to resolution accordingly; escalate as appropriate. High skilled at identifying trends, issues, and root causes and taking actions to remediate to ensure a high level of quality. Works within organizational procedures to minimize operational risk. Relies on strong managerial, communication, and multitasking skills to achieve the organization's goals. Insightful leader with a drive for continuous improvement. CORE COMPETENCIES

• Operations Management

• Quality Assurance

• Leadership and Mentorship

• Graphic Design

• Complex Issues Resolution

• Risk Management

• Documentation and Presentation

• Cross-functional Collaborations

• Case Management

• Customer Service

• Relationship Management

• Complaint Handling

• Due diligence

• Project Management

• Regulatory Compliance

PROFESSIONAL SKILLS

• Highly adaptable with a willingness to monitor performance to identify significant areas of concern and oversees actions necessary to address issues.

• Able to interpret client information in order to identify instances requiring escalation or necessitating further investigation/due diligence.

• Computer proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.) and Adobe.

• Adept at updating and maintaining escalation process records and maintaining compliance with the corporate and regional escalation policies.

• Utilizing reporting to manage and direct the team to maintain client data's accuracy and integrity, including hierarchies and underlying reference data.

• Adhering to all designated time frames, managing workflow to the specified deadlines, and completing responsibilities satisfactorily.

• Proven ability to provide a high level of customer service by understanding the diverse needs of customers to resolve customer complaints.

• Experienced in Compliance Risk terminology and regulations such as Fair Lending, Responsible Lending, ECOA, and RESPA REG X.

• Knowledge in business practices pertaining to Home Lending/Mortgage, Auto, Credit Card, and Personal Loans and Lines.

• • • Aided Highly Demonstrate meet client's other skilled graphic specific exceptional and knowledgeable design requirements. work team ethic, members in graphic compliant as design needed. with and branding video editing guidelines Adobe when Suite designing, software. and effectively manage feedback to Business PROFESSIONAL Accountability Specialist, EXPERIENCE Operational Risk Wells Fargo Bank – Charlotte, NC August 2022 – Present

• Independently conduct regulatory control activities, case assessments and analysis of basic business or operational risk outcomes.

• Independently facilitate decision-making and issue resolution for moderately complex issues while leveraging solid understanding of the business’s functional area or products, operations, and regulatory environment.

• Monitor and challenge deficiencies or regulatory matters regarding risk management.

• Present systematic responses of findings and recommendations to facilitate a thorough resolution to consumer deposit account holders.

• Actively review documentation of escalation matters relating to regulatory adherence, risk mitigation and business policy.

• Analyze and provide independent challenges to regulatory standards and documentation with subject matter expertise.

• Successfully identify patterns and trends and identify opportunities for control improvements and procedural consistencies.

• Support implementation of developed solutions and plans; lead peers and key business partners to meet deliverables and drive new initiatives.

• Work to resolve quality assurance issues to meet business operational objectives. Kalika McCrea

: 4219 Waterford Valley Circle, Charlotte, NC

: 803-***-****

: adz695@r.postjobfree.com

Kalika McCrea 803-***-****

• Participate in calibration focused meetings, internal operational initiatives, and improvement efforts. Senior Quality Assurance Analyst / Operational Risk August 2019 – August 2022 Wells Fargo Bank – Charlotte, NC

• Perform independent quality assurance activity reviews, including the evaluation of high dollar transactions to verify the consistent application of regulatory and internal policy.

• Actively act as a Subject Matter Expert for Consumer Lending policies and procedures for the Enterprise Complaints Management Office.

• Provides effective supervisory activities by coaching and providing case evaluation feedback daily.

• Selected as a Compliance Initial Risk Review and Control Team special project participant.

• Consistently ensure varies risks associated with business activities are effectively-identified, monitored, and resolved based on intake notes.

• Evaluate and determine applicable regulatory flags (including Fair Lending, Responsible Lending, and RESPA) to mitigate regulatory risk and help ensure proper complaint handling for Home Lending products.

• Review Home Lending control reports daily to ensure all indicators, flags are placed correctly.

• Drive change and mitigate risk by making corrections and by updating controls as needed.

• Achieve productivity through managing workload volumes and training needs. Research & Remediation Associate, Resolution Team September 2016 – August 2019 Wells Fargo Bank – Columbia, SC

• Served as the highest escalation and Subject Matter Expert for polices product complaints pertaining to Personal Loans and Lines, Mortgage, Home Lending, Credit Cards, and Small Business Lending.

• Conducted independent research to determine the root cause by utilizing the system and procedural resources to provide written and verbal client responses.

• Conducted training and feedback to onboarding employees as directed.

• Exhibited a high knowledge and understanding of all banking regulations, compliance, policies, and procedures. Client Service Representative

Wells Fargo Bank – Columbia, SC June 2013 – September 2016

• Served as the first point of contact for Wells Fargo Bank Branch members.

• Actively responded to inbound requests pertaining to customer account inquiries and high-end complaints.

• Diligently utilized system resources to identify a resolution and record all interactions within a timely manner.

• Recognized for creating and implementing a performance improvement program to support business objectives. EDUCATION Southern New Hampshire AND University PROFESSIONAL DEVELOPMENTS Expected Graduation: June 2025

• Bachelor of Science, Graphic Design & Media Arts

• GPA: 4.0, The National Society of Leadership & Success Member International Association of Professions - Charlotte, NC Graduated; Mar 2020

• Master Career Coach Certification

Contact this candidate