Senior Resolution Specialist & Regulatory Compliance Leader

La Kessa Johnson, MBA

Upland, CA

Contact: 909-***-****

*********@*****.***

SUMMARY

● Strong communication and analytical skills as well as strengthen project management and team building potential, offering an opportunity to increase productivity, and quality.

● Experience in bank regulatory programs and review of complaints and Reg E/ Reg Z disputes

● Excellent time- management skills, excellent verbal, and written communication skills, detailed oriented, with a tremendous ability of multi- tasking

● Ability to problem- solve, review, and analyze data, locate its source, effectively assess risk, identity operational deficiencies

● Experience with Google Suite and Microsoft Offices tools PROFESSIONAL EXPERIENCE

Bank of America (July 2019 – Present)

Assistant Vice President – Senior Resolution Specialist Regulatory Complaints

● Responsible for handling executive level escalations received via fax, email, mail, and phone, as well as complaints received from public officials, CFPB, OCC, and consumer agencies (BBB).

● Resolves all of the escalated issues which may relate to Card, Deposit, and Mortgage products, seeking assistance from POD teammates when product subject matter expertise is needed.

● Responsible for complaints requiring written response that includes drafting of the resolution and acknowledgement letter as well as responding via regulatory portals.

● Strong business writing skills

● Experience with handling escalated customer issues

● Experience using the following systems: Synergy/Lean, and Interact

● Demonstrates the ability to clearly define problems, identify root causes and generate effective solutions across all channels

● Anticipates and takes ownership of customer/client needs and problems, delivering with speed and accuracy

● Works effectively with others by establishing and maintaining positive working relationships built on mutual respect and trust

● Commits to meeting the expectations and requirements of external customers/clients and internal business partners

● Ability to work as an independent researcher

● Understanding of key regulations, such as Reg DD, Reg Z, Reg CC, UDAPP, FDCPA, and TCPA and all risk that impact the bank

● Understanding of AML, KYC, and Customer Due Diligence, Bank of America (July 2014-June 2019)

Officer – Resolution Specialist

Regulatory Complaints

● Analyze financial documents for payment assistance program

● Also address home retention complaints for all programs available (NHRP, MHA, HAMP, Traditional Mod, Forbearance, Short Sale, Deed in Lieu) by following an End-to-End case resolution workflow while maintaining productivity and achieving quality results

● Research predatory lending, fair lending, RESPA, QWR, and other compliance related concerns

● Ensure cases from CEO, State Presidents, Consumer Executives, Regulatory Agencies, Media Relations, Investor Relations, Law Offices, Special Interest Groups and Customer Advocacy Groups are handled promptly and accurately.

● Demonstrate accuracy and completeness in all tasks; produce high quality work while paying attention to detail Bank of America (January 2011-June 2014)

Officer – Mortgage Servicing Specialist Lead

Employee Mortgage Assistance

● Handle more complex situations for high-risk employee executive complaints and Office of the President escalation.

● Propose possible resolution to upper management, but verbally and through written communication.

● Handle escalated calls, from frontline associates, when manager/escalations have been requested.

● Conduct monthly meetings for the FHA investor segment.

● Assign newly escalated loans to my teammates in my manager absence

● Temporarily fill in for manager during leaves of absence or vacation supervising a team of 10-12 associates

● Participates in management meetings/conference calls. Bank of America (January 2009-December2011)

Specialty Servicing Advocate

Default Servicing

● Handle the servicing of all mortgage loans which requires direct contact with the borrowers. Obtaining a credit report, title work etc.

● Ability to manage a pipeline of 100 plus loans

● Basic knowledge of federal lending regulation and guidelines

● Order title to ensure no other liens to negatively impact the home retention options available to the borrower. Discuss options for resolving title issues including, but not limited to the following: vesting issues, tax, child support, and judgment liens.

● Negotiate new modified loan terms, such as term extension, and interest rate reductions

● Postponing foreclosure sale and obtain foreclosure fees and cost.

● Implement the knowledge of several different investors ranging from FHA, VA, SFO, and HFI.

● Handle more complex situations for high-risk executive complaints

● Assists with training and coaching of newly hired associates Wells Fargo Homes Mortgage (November 2003-May 2008)

● Handle all incoming telephone calls, from the completion of foreclosure until REO process has begun.

● Assist customers in pursuing alternatives to foreclosure.

● Assist in the training of newly hired associates by providing side by side coaching.

● Work with borrowers who are in a delinquent status with their mortgage to process loss preventative options within the FHA, V.A, Fannie Mae, and Freddie Mac guidelines.

● Submit request for sensitive bankruptcy issues

● Request payment history, payoff statements, etc.

● Research and request possible foreclosure recession.

● Maintaining compliance that was set by upper management, such as calls per hour, hours on the phone per day and attempts made. All compliance was above avg. at the end of each quarter. EDUCATION AND TRAINING

California State University San Bernardino – Bachelor of Arts – Business Administration Southern New Hampshire University- Masters- Business Administration La Kessa Johnson Resume – Contact 909-***-**** ******@***.***

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