Experience

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  Commercial federal bank

  Oct 2001 - Dec 2005

  Customer service representative

  Provided high quality customer service by meeting the needs of customers in an efficient and friendly manner. Identified sales and cross-selling opportunities. Performed routine office and clerical duties. Maintained operational quality and standards. Acted as the customers' first "point-of-contact" for the bank.● Exceeded sales goals and maintained operational quality in accordance with the company’s policies, procedures, and controls while performing routine office and clerical duties. Show less

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  Bank of the west

  Dec 2005 - Aug 2010

  Customer service manager

  Responsible for customer service/sales; maintaining the integrity of branch operations, and managing the branch operations staff. Performed complex customer service duties and ensure a high level of efficiency.● Enhanced internal controls and demonstrated a thorough understanding of policies and procedures. - Achieved two ‘perfect’ internal branch audit scores.● Surpassed customer service and sales goals while maintaining the integrity of branch operations and mentoring branch operations and sales teams. - Ranked 97% or better in Customer Service on a quarterly basis. - Ranked among the top eight of 28 regional managers for four consecutive quarters in regard to branch production, referrals and customer service. Show less

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  Communityamerica credit union

  Aug 2010 - Mar 2016

  Responsible for supporting the credit union's compliance program by providing proactive compliance-focused expertise to the organization. Additional responsibilities included performing research and interpreting laws and regulations, planning and conducting assigned compliance reviews in accordance with the results of Compliance Risk Assessments, preparing and communicating written reports to all levels of management, and reviewing marketing materials for compliance.● Interpreted emerging regulatory requirements impacting credit union operations and consistently communicated new developments to all levels of staff and management.● Periodically tested compliance in areas identified by an annual Compliance Risk Assessment, and provided assistance to address areas of non-compliance.● Equipped employees with knowledge and resources to perform job responsibilities in compliance with laws and regulations through in-person consultations and an intranet resource library. ● Reviewed all marketing promotions and materials for compliance with advertising regulations.● Collaborated with Employee Development to create effective compliance tutorials and e- Learning programs for credit union employees.● Regularly educated the credit union on laws and regulations through a monthly newsletter, a regulatory road-map, and alerts. Show less Responsible for supporting both the credit union's legal affairs and compliance departments, and providing proactive compliance-focused expertise to the organization. In supporting these goals and efforts, additional responsibilities included serving as legal and compliance liaison to the organization, monitoring and summarizing legislative and regulatory actions; management of the credit union's contract management system; and general management of legal workflow for credit union matters.● Administered the credit union’s Contract Management System, Vendor Due Diligence Program, and corresponding reporting.● Improved efficiency of the Complaint Management Program by tracking and drafting responses to resolve complaints forwarded to the credit union by the MCUA, MDCU, MOAG, or BBB, as well as escalated complaints reported directly by members to senior management.● Interpreted and communicated Missouri and Kansas statutes to provide guidance and mitigate risk relating to Trusts, Power of Attorney documentation, Garnishments and Levies, Fiduciary accounts, and the Uniform Commercial Code.● Drafted official rules, and reviewed sweepstakes and contest promotions. Show less

  • Compliance Analyst

    Feb 2014 - Mar 2016

  • Legal and Compliance Consultant

    Feb 2011 - Feb 2014

  • Financial Services Specialist

    Aug 2010 - Feb 2011
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  Meritrust credit union

  May 2016 - Sept 2017

  Compliance manager

  Responsible for overseeing the administration of credit union's Bank Secrecy Act Program, Vendor Management Program, contract reviews, and Compliance Program by providing proactive compliance-focused expertise to the organization. Additional responsibilities included performing research and interpreting laws and regulations, planning and conducting compliance reviews , preparing and communicating written reports to all levels of management, and reviewing marketing materials for compliance.• Maintained a thorough understanding of state and federal laws and regulations affecting the organization’s compliance, and proactively monitored and communicated developing trends and changes in regulatory laws, rules, and regulations as they relate to business strategies. • Lead and supervised two individuals on the compliance team. Trained, developed and coached individual and team performance.• Performed monitoring reviews to test compliance on products and services, and provided assistance to address areas of non-compliance. • Administered the organization’s Overdraft Program and ensure implementation of policies and management for the overdraft software program.• Analyzed and reported overdraft account activity as well as coordinate with internal departments to provide superior service to account holders while abiding regulatory and risk management guidance. Show less

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  Communityamerica credit union

  Oct 2017 - Oct 2019

  Senior compliance analyst

  Responsible for implementing a compliance management program with an emphasis on consumer lending while assisting in the day-to-day management of compliance with all consumer protection laws. Actively served as a key compliance resource by tracking current and pending laws and regulations affecting the financial services industry, identified outstanding compliance issues by conducting compliance reviews, and assisted affected business units in implementing changes to product and services and policies and procedures in a manner that supported compliance but also promoted the organization’s strategic initiatives.● Directed compliance department and credit union in all federal banking compliance regulatory matters, with emphasis on consumer protection laws.● Ensured marketing advertisements, documents, projects, processes, and product initiatives complied with regulatory requirements and credit union policies.● Motivated consensus by understanding the underlying team and operational dynamics while facilitating productive and cooperative team environments across business units.● Developed and participated in action plans for advancing compliance initiatives and resolving outstanding compliance issues to ensure proper implementation of business and regulatory requirements.● Proven ability to support multiple strategic initiatives across consumer deposit and lending business units and meet challenging deadlines.● Reviewed and assessed risk and controls related to third-party servicers (ie- Debit Card Error Resolution, Overdraft Protection Program, and HMDA), policies and procedures, and new products and services by conducting regular compliance monitoring reviews and the Annual Compliance Risk Assessment.● Performed HMDA data integrity reviews and managed validity and quality error reports from HMDA reporting software; conduct transaction testing to ensure accurate HMDA reporting and identify potential systematic errors to prepare LAR for the annual report. Show less

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  H&r block

  Oct 2019 - now

  Compliance program manager, financial services