Quality Assurance Client Service

RAYMOND L. BUCK

St. Louis, Missouri

314-***-**** ************@*****.***

SUMMARY

Dynamic and results-oriented compliance and management professional with over 25 years of experience in credit collections, client service, and regulatory compliance. Proven expertise in leading compliance and quality assurance teams, ensuring strict adherence to federal, state, and industry regulations. Skilled at managing high-stakes audits and fostering cross-functional collaborations. Lead high-performing teams, and build strong stakeholder relationships. Ready to leverage my extensive experience to drive results and exceed organizational goals.

EXPERIENCE

Credit Control LLC., Saint Louis, MO

Compliance Manager, October 2023 - Present

●Lead compliance and quality assurance teams across multiple locations, enhancing performance metrics and improving service quality for high-profile financial clients.

●Develop and implement robust compliance practices, resulting in a reduction in non-compliance incidents.

●Drive cross-functional collaboration with Operations and Client Services to ensure all client deliverables exceed compliance standards.

●Facilitate comprehensive audits, partnering with internal and external auditors, ensuring thorough preparation and adherence to regulatory requirements.

●Assign and manage responsibilities for team members, ensuring effective resource allocation and fostering a culture of coaching and development to empower staff for success.

●Guide the development and utilization of performance dashboards to drive team accountability and optimize operational efficiency.

●Leverage the Callminer speech analytics system to enhance team performance and ensure compliance, translating data insights into actionable strategies for improvement.

St. Louis Fire Department, Saint Louis, MO

Contract Compliance Officer, 2016 - 2023

●Primary liaison for EMS billing, interfacing with billing agencies, insurance companies, and healthcare entities to resolve billing and compliance-related issues.

●Maintained and monitored contracts and legal documentation, continuously updating compliance practices to reflect current technology and consumer standards.

●Led training initiatives to enhance compliance competencies across the EMS staff, with a focus on HIPAA and industry-related guidelines.

●Collaborated with billing company account managers, ensuring all benefits applications, audits, and revalidations met HIPAA Standards, and coordinated internal and external audits to maintain regulatory compliance.

Citi Group, Saint Louis, MO

Homeowner Support Specialist, 2010 - 2016

●Analyzed client default cases to recommend and execute resolutions, including collections, short sales, loan modifications, managing high-volume casework while maintaining a 95% weekly contact rate.

●Served as a trusted advisor on regulatory requirements, facilitating strategic support for business units in adhering to government-mandated laws and regulations.

●Conducted detailed reviews of HUD statements and collaborated with real estate agents to ensure compliance with investor guidelines before finalizing loss mitigation packages.

●Cultivated strong working relationships with legal, vendor, and third-party stakeholders to streamline client interactions and uphold compliance standards.

Loan Research Specialist, 2005 - 2010

●Resolved operational bottlenecks to ensure timely loan processing, verifying file originality and accuracy, and facilitating underwriting prioritization through daily reporting for the Correspondent Lending Channel.

Blockbuster Inc., Saint Louis, MO

Assistant Store Manager, 1998 - 2005

●Managed daily store operations, focusing on customer service, excellence, staff training, and inventory control in a high-paced retail environment.

EDUCATION

Bachelor of Science in Management, Cum Laude

Maryville University, St. Louis, MO

●Emphasis in Management and Leadership

●Minor in Psychology

CERTIFICATIONS

Certified Compliance and Mortgage Specialist: Credentialed under the National Mortgage Licensing System (NMLS) through Citi Group, reinforcing expertise in federal mortgage compliance standards.

Certified Ambulance Coder: Certified through the St. Louis Fire Department, ensuring in-depth knowledge of healthcare billing and HIPAA compliance.

TECHNICAL PROFICIENCIES

Compliance & Analytics: CallMiner, Balto, Artiva, FACS

Data Management & Reporting: Microsoft Office Suite (Excel, PowerPoint)

Workflow Optimization: LaserPro, Cosmos, Mainframe, Livevox

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