Operational Risk Customer Service
Resume:
Lisa Sapiro
Mesa, AZ *****
**********@*****.***
Compliance Officer
Knowledgeable and capable professional with over 20+ years of management experience which include 20 years of experience in the mortgage banking industry. Responsible for managing the development, implementation and monitoring of a risk-based program for a business area with moderate to high risk to identify, assess and mitigate operational risk that arises from inadequate or failed internal processes, people, systems or external events. Proven track record in process improvement, troubleshooting, customer service, and team building. Skills include: Financial Analysis Customer Satisfaction Time Management Microsoft Office Teamwork Customer Experience Contact Center Operations Training and Development (HR) Analytical Skills Change Management Work Experience
Lead Business Execution Consultant
Wells Fargo-Chandler, AZ
March 2018 to November 2023
Lead cross-functional teams to strategize, plan, and executive a variety of programs, services, and initiatives.
• Perform assessments on Operational Risk Events through fact finding and solve complex issues.
• Collaborate and consult with members of the business execution team to drive strategic initiatives. Influence, guide, and lead less experience consultants with the United States and India.
• Reviewed strategic approaches and effectiveness of support function and business performance
• Exercised independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business
• Reviewed and analyzed business organizational systems and navigation to anticipate change impacts while ensuring full understanding of project impacts and comprehensive engagement strategies.
• Created and implemented change strategies and plans that maximize stakeholder adoption and minimize resistance, driving adoption and proficiency of change within the Operational Risk Assessment organization.
• Ensured compliance with the Enterprise Change Management policy.
• Maked decisions in highly complex and multifaceted situations requiring solid understanding of business groups functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
• Maintained compliance risk expertise and consulting for projects and initiatives with moderate to high risk, over multiple business lines
• Provide change management support to business functions across the Operational Risk Assessment organization, including Technology, Governance and Controls, Operations, Policies, Procedures, Reporting and lead onboarding of new business functions (e.g., Loudspeaker).
• Exercised independence in all work efforts and decision making with ability to lead others and self through root cause analysis to identify a problem statement, analyze trends and associated risks/benefits to possible solutions, come to reasonable recommendations through partnership and consensus building across business functions, and present findings for decision and approval to all levels of leadership. Control Officer
Wells Fargo-Chandler, AZ
February 2012 to March 2018
Managed a group of ORC’s that maintain the Internal Risk Assessments (IRA’s) to be compliant with all requirements established by Servicing Operational Risk Management IRA Program (SORM), for all front-line risk in servicing.
· Detailed Business Areas (DBA’s) within the Customer Contact and Default Decision
(CC&DD) space
· Evaluated all processes, risks, controls, and opportunities to strengthen overall compliance to corporate requirements, and identified process improvements.
· Created framework of requirements to enable a complete understanding of how effective the controls are at managing risks within the Servicing organization for management to make informed decisions.
· Analyzed risks associated with manual processes to better understand level of risk exposure resulting from those manual processes and identify opportunities to enhance or create controls to mitigate risks more effectively.
· Experienced with creating and maintaining operational or compliance risk assessments.
· Reported findings and make recommendations to management and appropriate committees
· Collaborated and consulted with peers, colleagues and managers to resolve issues and achieve goals. Quality Assurance Manager
Wells Fargo-Chandler, AZ
January 2007 to February 2012
Managed, coached, and trained Quality Monitors and Analysts. Advised subordinates on complex issues, and problems relating to process development.
· Developed and implemented a comprehensive quality assurance program resulting in a 25% increase in customer satisfaction.
· Organized team plans and managed quality control testing for approx. 200 members across several departments, bolstering interdepartmental integration of process.
· Provided direction to the business on developing corrective action plans and effectively managing regulatory change
· Reported findings and make recommendations to management and appropriate committees
· Monitored the reporting, escalation, and timely remediation of issues, deficiencies or regulatory matters regarding compliance risk management.
· Managed the Front Line's execution and challenges appropriately on compliance related decisions
· Made decisions and resolve issues to meet business objectives
· Interfacde with Audit, Legal, external agencies, and regulatory bodies on risk related topics Customer Service Manager, Call Center Customer Service Representative, Call Center
Wells Fargo
March 1999 to January 2007
Mortgage call center director
Education
Bachelor of Science in Social Work
University of WI - Milwaukee, WI
Skills
• Change Management
• Process Improvement
• Risk Management
• Business Analysis
• Root Cause Analysis
• Financial Analysis
• Quality Assurance
• Analysis Skills
• Business Requirements
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