Internal Control Analyst

Goal-oriented and results-driven professional with comprehensive experience in all aspects of Consumer Lending, specializing in operational efficiency, risk management, and process improvement. Proven ability to leverage critical thinking and communication skills to enhance business processes and customer experiences. Seeking to apply expertise and an innovative approach to drive efficiency and enhance banking operations.

EXPERIENCE

USAA 2009-2026

Business Advisor (2020-2026)

Served as a Business Advisor supporting effective risk management across various products and experiences within Consumer Lending, most recently on the Controls Execution team. Leveraged process excellence methodologies in the execution of numerous controls and processes, contributing to risk identification and mitigation efforts. Engaged with numerous stakeholders to design, document, and execute controls with a focus on simplification and standardization, ensuring optimal identification, measurement, supervision, and mitigation of risks associated with business activities.

Executed highest volume of manual control iterations for the Consumer Lending department, including the complex Originations portfolio, while consistently meeting all control deadlines and with meticulous attention to detail. Efforts directly led to the team more than doubling the controls executed without increasing staffing.

Designed and documented business process improvements, aligning outcomes with Bank initiatives and Enterprise Risk Management Framework.

Provided comprehensive audit and testing support by participating in walk-throughs and control onboarding and cessation activities- showcasing proficiency in control lifecycle management. This led to an overall increase in the department’s Control Strength Ratings through improved control testing effectiveness.

Led numerous remediation and validation efforts to support highly visible issue management efforts- resulting in timely delivery on Bank-wide critical efforts.

Utilized comprehensive knowledge of Bank operations and applied reporting and analytics to synchronize processes and gauge performance.

Lien Perfection-Consumer Lending Processor (2018-2020)

Responsible for processing lien perfection tasks for consumer loans. This involved identifying and addressing gaps in existing process, collaborating with other stakeholders to enhance procedures, and reviewing/ researching rejected work items to implement improvements and provide coaching. Facilitated calibrations sessions to support the development and effective onboarding of new employees.

Identified numerous gaps in processes, resulting in improved business partnership and collaboration with stakeholders.

Reviewed and researched rejected work items, leading to process improvements and coaching on identified processing errors.

Facilitated calibration sessions to promote the development of newly trained employees through identifying and sharing best practices and other relevant information.

Recognized by leadership on numerous occasions for outstanding work quality and efficiency.

Selected to support additional products- resulting in attainment of service level objectives while maintaining adherence to risk indicators.

Consumer Lending Helpline/ERT-Member Solutions Senior Specialist (2009-2018)

Managed a high volume of customer calls for the Executive Resolution Team, developing and implementing solutions for complex member issues. Played a key role in developing vendor site roadshows and served as a Subject Matter Expert to provide process improvement feedback. Led initiative to incorporate third-party documents into internal systems and collaborated with Enterprise partners on automation projects.

Recognized for effectively managing the highest volume of customer calls for the Executive Resolution Team in 2016.

Developed and managed vendor site roadshow for Originations and Servicing, resulting in a 60% reduction in APP errors.

Led efforts to research and provide process improvement feedback to the appropriate internal partners- resulting in 32 procedure updates.

Led efforts to incorporate third party documents to our internal systems resulting in the consolidation of 79 documents to 31 documents.

Selected to work with Enterprise partners within the Disciplined Execution organization as an Epic manager. Coordinated with Business Advisors and other stakeholders to drive automation within the titling processes.

National Bank of Arizona 2007-2009

Commercial Loan Processor/Administrative Assistant

Facilitated various loan-related transactions and provided direct support to customers and the underwriting team. Responsibilities included processing loan payoffs, Deeds of Release, and Termination of UCCs, assisting customers with financial transactions, submitting loan applications for review, and ensuring the accuracy of loan agreements. Managed all incoming documents for commercial loans to ensure proper receipt and completion.

EDUCATION

Grand Canyon University

Master of Business Administration October 2016

University of Advancing Technology

Bachelor of Arts-Multimedia/Digital Video Production April 2004

CERTIFICATIONS

Lean Six Sigma Yellow Belt November 2017

SAFe 4.5 with Certification June 2018

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