Sara Quaintance - CIA, CRCM

Experience

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  Wells Fargo Financial

  Oct 1995 - Jul 2001

  Branch Manager

  • Managed branch operations to ensure achievement of goals (including loan growth, bad debt, loan delinquency, and expense control)• Responsible for recruiting, hiring, training, and motivating all branch personnel, ensuring the availability of management candidates, and supporting employees in the achievement of individual goals• Established and maintained strong servicing relationships with franchised auto dealerships• Serviced auto account customers including payment processing, account questions, payment arrangements, collection, and advanced collections Show less

• 

  Wells Fargo

  Jul 2001 - now

  Serve as the Business Aligned Compliance Officer (BACO) providing independent risk management regulatory compliance oversight for ATM Strategy & Vendor Solutions (ASVS) within Operations· Ensure applicable major compliance requirements are accurately assigned to ASVS processes and business areas via the regulatory change management process and process mapping exercises· Engage and enhance Issue Management process· Provide consultation, and credible challenge, on regulatory related issues via the issue management process by driving thorough root cause analysis to support effective and sustainable corrective action plans· Drive complete and accurate regulatory risk assessment of issues by consulting with impacted cross business BACOs for various lines of business· Monitor issues throughout the issue management lifecycle· Credibly challenged existing business’ Issue Management processes resulting in improved identification and enhanced review of incidences for issue determinations· Conduct regulatory compliance risk assessments as part of Third-Party Risk Management program· Liaise with testing and validation teams to provide business process information and consult on compliance risks of business processes· Build, and maintain, professional working relationships with business leaders, control partners, and cross business compliance officers to ensure compliance risks are understood and effectively controlled Show less New Business Initiatives (NBI) Program (New Product and Services Risk)· Served as the Consumer Banking NBI program owner· Managed the NBI process for all Consumer Banking lines of business to ensure: o Well documented risk assessments with appropriate subject matter expert engagemento Assessments approved in a timely manner to prevent delayed product launcheso Risk rating appropriateness and adequacy of supporting documentation· Oversaw implementation of business program and procedure changes to align with Corporate Policy· Coordinated with corporate, control executive, and business level stakeholders across all Wells Fargo businesses to identify and assess risks introduced by NBIs· Built and maintained relationships with key NBI stakeholders to ensure appropriate and timely engagement in the NBI risk assessment process as well as support resolution of any credible challenges· Incorporated multiple corporate risk type requirements into NBI processes· Communicated with all levels of management to provide product information, address questions or concerns, and secure required approvals· Partnered with corporate NBI risk management team to develop and implement enhanced program framework· Developed and evolved Consumer Banking NBI program and processes· Implemented new group level committee for working group review and approval process· Created tools and training to support new program implementation and changesIssue Management· Served as interim program owner of Community Banking Issue Management process – reviewed issue submissions for clear and accurate issue descriptions and thorough root cause analysis to drive effective and sustainable corrective action plans· Contributed to the development of line of business tools to improve issue management research, documentation, and lifecycle flow· Led work stream to develop Root Cause Analysis template Show less Large Project Liaison• Served as the regulatory compliance and operational risk subject matter expert on numerous large projects including Borrower Communication, Third Party Service Provider risk assessment, Consent Order Real Estate Lookback Review, and Escrow Team process redesign• Conducted extensive research to understand all related regulatory compliance requirements, operational risks, business processes, products, and systems for groups included in projects• Created appropriate testing or monitoring of processes with key risks to evaluate adequacy of controls at the time of process implementation• Conducted on site audits to understand and confirm procedures and processes were being followed as designedCustomer Contact Support• Served as the primary compliance resource for all WF Home Mortgage customer service call centers• Conducted risk gap analysis to ensure all key risks and MRs were identified and appropriate controls were in place• Completed Compliance Activity Reviews to ensure Major Requirements were effectively addressedBorrower Communication Project• Served as regulatory compliance contact for all Borrower Communication project work streams• Identified and communicated key regulatory and reputation risks associated with current state and future state processesThird Party Service Provider – Performing Servicing Program• Drafted a compliance review program for Third Party Service Providers (TPSP)• Created a TPSP Heat Map to capture opportunities for TPSP oversight• Completed extensive research into OCC Guidelines and WF TPSP Policies to identify key risks and opportunities in coverage Show less • Served as the Compliance Liaison for Credit Card, Debit Card, Education Loans, Personal Credit Loans and Home Mortgage audit teams • Tracked regulatory testing completed within different auditable units to identify inconsistencies in testing, reporting of results and gaps in coverage• Developed and maintained a repository of compliance related training resources to refer auditors for preparation of regulatory testing• Served as a resource for compliance related questions throughout line of business audits• Continually monitored regulatory environment in order to prepare for upcoming changes within lines of business • Led line of business audits - prioritized areas of risk via risk assessments, developed effective test steps to ensure accurate reporting results and allow for root cause analysis, compiled results and reported findings to all levels of management Show less Compliance Reviews• Conducted reviews of consumer loan branches to identify high risk issues and evaluate compliance with federal and state specific regulations• Conducted thorough root cause analysis to develop effective corrective action recommendations for managementCompliance Training• Served as primary trainer of new Compliance Analysts• Proposed, created, and oversaw the Compliance Training Teamo Developed effective and consistent compliance related training for all Compliance Analysts to deliver to all consumer branch employees nationwideo Developed effective training presentations to meet the challenges created by geographically diverse audiencesConduct Risk Oversight• Participated in the development of a sales conduct oversight compliance programo Created a sales practices test to measure team member product knowledge and understanding of appropriate solicitation effortso Developed guidance for conducting research into customer complaints related to inappropriate or fraudulent sales practiceso Provided credible challenge regarding sales incentive programs• When warranted, investigated code of ethics and fraud allegations levied against employeeso Investigated allegations against employeeso Interviewed employees involved in allegations using J. Reid Techniques and partnering with internal investigatorso Worked with Employee Relations and senior managers to provide all relevant information necessary for HR termination decisionso Coordinated with law enforcement agencies when legal action against employees was requiredMisc• Led and participated in centralized compliance reviews of Puerto Rican subsidiaries• Participated in regulatory compliance reviews of Reliable Finance including assessment of repossession activities, bankruptcy processes, life of account processes, etc.• Participated in due diligence reviews of real estate loan portfolios pending acquisition Show less

  • Lead Compliance Officer

    Jul 2019 - now

  • Compliance Consultant

    Jan 2015 - Aug 2022

  • Operational Risk and Compliance Consultant

    Jan 2012 - Jan 2015

  • Auditor in Charge

    Jun 2010 - Jan 2012

  • Compliance Analyst

    Jul 2001 - Jun 2010