Crystal Hill

Experience

• 

  U.S. Bank

  Dec 2005 - now

  - Serves as the first/central point of contact as a Compliance/FaRB SME to Business Line partners regarding Compliance Requirements and how to comply- Collaborate with Business Line partners to ensure the risks and control suites in the Enterprise Compliance Risk Assessment and the FaRB Risk Assessment are accurate and adequate- Participate in Issue Vetting discussions to ensure applicable risks are identified and risk mitigation plans are adequate- Provide support and seek out creative solutions during examination, audit, and testing activities- Engage Business Line partners during Product Risk Management work to provide robust risk support,identify applicable risks, and evaluate risk mitigants Show less •Regional lead for all CRA related matters for the CAE Team (each consultant will be aligned with a CAM geographic region) and other key stakeholders •Responsible for the annual completion of self-evaluation and performance context •Lead CRA meetings with Business Line leadership to drive Business Line accountability for CRA performance goals and provide guidance on how to address identified gaps in performance•Work extensively with internal partners throughout the company to provide strategic guidance on CRA performance and assess community credit needs•Drive business line accountability for performance goals, including root cause analysis & corrective action•Consult on the creation of policy, procedures and provide training for internal partners on CRA related matters•Participate in regulatory examinations and/or internal audits as requested. Show less • Establish, implement, and manage a company-wide program designed to provide strategic guidance and support to Business Lines and Community Affairs Managers related to CRA performance, training, ongoing self-evaluation, and risk recommendations.• Lead a team of CRA Strategy Consultants in the development of comprehensive and effective CRA strategies and outreach. Includes providing consultation on products, programs, and services to ensure activities that demonstrate U.S. Bank’s leadership, innovativeness, and complexity in serving low-and moderate-income communities are effectively highlighted in self-evaluations and exams. • Consult with internal stakeholders, including Business Line Chief Risk Officers, Business Line Managers, and Community Affairs Managers, leading discussions to identify community needs, root cause analysis for identified CRA performance weakness, and advising on CRA Action Plans and Community Affairs Market Engagement Plans.• Lead CRA meetings with Business Line leadership to drive Business Line accountability for CRA performance goals and provide guidance on how to address identified gaps in performance.• Produce regular written reports and presentations, including but not limited to the CRA goals and performance, CRA self-evaluation, and performance context reports. Ensure the CRA Program Office is exam ready throughout the exam cycle and provide oversight related to CRA performance and exam management.• Maintain and oversee procedures and adequate controls in related areas of responsibility and participate in regulatory examinations and/or internal audits. Show less Fair and Responsible Banking Manager that provides leadership guidance on escalated complaints and provide subject matter expertise on Unfair, Deceptive and Abusive Acts and Practices (“UDAAP”), Fair Lending laws, such as Equal Credit Opportunity Act (ECOA), Fair Housing Act (FHA) and Home Mortgage Disclosure Act (HMDA), and related consumer protection laws and regulatory guidance as it applies to consumer lending and non-lending products and services.• Assist with identifying root cause issues and ensure corrective action plans are implemented.• Keep abreast of UDAAP and fair lending related laws and regulations, guidance and other legal and regulatory developments. • Experience in consulting with complex regulatory matters, enforcing requirements, negotiating desired outcomes, and reporting issues and trends to management • Create and provide regulatory training on UDAAP, Fair Lending, and Elder Financial Exploitation• Review escalated complaints and provide guidance on Elder Financial Exploitation allegations Show less A Fair and Responsible Banking Compliance Representative that reviews complaints and provide subject matter expertise on Unfair, Deceptive and Abusive Acts and Practices (“UDAAP”), Fair Lending laws, such as Equal Credit Opportunity Act (ECOA), Fair Housing Act (FHA) and Home Mortgage Disclosure Act (HMDA), and related consumer protection laws and regulatory guidance as it applies to consumer lending and non-lending products and services. • Assist with identifying root cause issues and ensure corrective action plans are implemented.• Keep abreast of UDAAP and fair lending related laws and regulations, guidance and other legal and regulatory developments. • Consult in complex regulatory matters, enforcing requirements, and reporting issues and trends to management Show less Manage a staff of 18 employees and oversee the day to day operations in the only Customer Care Unit in U.S. Bank which consist of 1 Assistant Manager, 3 Team Leads, and 14 Research Specialists. Effectively manage perform to ensure we meet our monthly Service Levels. Provide continuous coaching to staff to maximize productivity. Maintains a good understanding of business line function, needs, and changes. Evaluates performance of staff. Makes recommendations regarding promotions, salary, and other staff actions. Guides and manages staff; answers questions; provides management direction and scheduling to meet established goals. Demonstrates the skills, behaviors, and attitudes consistent with the strategic objectives and values of the organization. In addition, I evaluate and manage our Regulatory Complaint process to ensure they are responded to in a timely manner as well as accurately while minimizing risk to the bank. Furthermore ensure they are reviewed by the appropriate Subject Matter Expert if keywords are identified that my trigger a Regulatory Concern or Violation. Show less In addition to the duties listed below. Serve as a back-up manager to my department manager. Supervise a team of 15 in the Customer Care Unit. Perform monthly Service Quality on work completed by Specialist I’s. Responsible for ensuring all requests are accounting for and preparing this information for the department manager. Handle escalations from customers or managers in the Call Center in 7 different sites and branch offices. Partake in decision making on issues that impact the department. Has extensive knowledge various different product and procedures throughout U.S Bank. Show less Responsible for importing daily work and ensuring work is batched to Specialist I’s. Perform extensive research and create responses to Regulatory Complaints from the Better Business Bureau, Office of the Comptroller of Currency, Consumer Financial Protection Bureau, and Attorney General Office. Answering questions that are asked by Specialist I’s. Conduct side by side coaching to Specialist I’s. In addition to research we I also work on special projects like care calls and participating various focus groups. Show less Supports the Contact Center with customers’ requests that involve an escalation or details that would involve additional back office support, correspondence, or require more detailed research follow up. Creates and administers customer written correspondence on behalf of US Bank for customer and non-customer requests that are received through the mail, fax and email. Supports the phone operations (Contact Center) when volumes require additional specialists to take phone calls. Acts as a liaison between the Contact Center and Processing Support Operations for process improvements for a better customer experience by analyzing and coaching to errors received in the Customer Care Unit (CCU). Ensures all documentation and requests comply with established policies procedures, and regulations, including, but not limited to Privacy Policies, Information Security. 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  • Compliance Risk Consultant - Business Banking

    Nov 2024 - now

  • CRA Strategy Consultant

    May 2023 - Nov 2024

  • CRA Strategy Consultant Manager

    Sept 2022 - May 2023

  • Fair and Responsible Banking Complaints Compliance Manager

    Mar 2017 - Sept 2022

  • Risk Compliance Specialist

    May 2015 - Mar 2017

  • Operations Manager

    Dec 2013 - May 2015

  • Assistant Manager

    Jul 2012 - Dec 2013

  • Customer Care Specialist II

    May 2012 - Jul 2012

  • Customer Care Specialist I

    Apr 2007 - May 2012

  • Call Center Banker

    Dec 2005 - Apr 2007