Summary
Overview
Work History
Education
Skills
Timeline
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Shawnet Hendricks

Baltic,SD

Summary

Detail-oriented Compliance and Operations professional bringing 18 years of experience in the financial industry. Focused on maximizing company compliance with applicable laws and standards. Knowledgeable about internal controls, process evaluations and procedural reviews. Focus on improving policies and procedures in all business areas. Hardworking and driven with quality-focused and a proactive approach. Team leader skilled at operating departments efficiently to meet goals.

Overview

18
18
years of professional experience

Work History

Head of Compliance

Lithic, Inc.
01.2023 - Current
  • Managed a team of seasoned compliance professionals including all areas of AML/BSA and Regulatory Compliance.
  • Managed practical action plans to respond to audit discoveries and compliance violations.
  • Monitored compliance with processes, policies, procedures and standards in regards to collection and management of annual contributions from shareholder companies.
  • Provided guidance, advice and training to improve business' understanding of related laws and regulatory requirements.
  • Enhanced accountability and responsibility for compliance by allocating tasks such as assessments, mitigation, monitoring and auditing.
  • Counseled committees and department heads regarding compliance risks and standards.
  • Reviewed company forms, marketing materials and communication procedures for compliance with applicable laws and guidelines.
  • Liaised with executive management, risk, product development, engineering and client success to direct compliance issues to appropriate channels for investigation and resolution.
  • Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
  • Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.

Partnerships Operations Manager

Lithic, Inc.
09.2021 - 01.2023
  • Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines.
  • Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
  • Responsible for relationship management and maintaining day to day operations with Issuing banks, and other 3rd parties.
  • Managed practical action plans to respond to audit discoveries and compliance violations.
  • Provided guidance, advice and training to improve business' understanding of related laws and regulatory requirements.
  • Act as subject matter expert for a number of different areas including but not limited to; Card Operations, Regulatory Compliance, AML/BSA Compliance, Marketing Compliance, compliance with Network Rules, banking requirements and best practices,
  • Reviewed company forms, marketing materials and communication procedures for compliance with applicable laws and guidelines.
  • Function as part of the legal team in terms of ongoing discussions related to program implementation, development, banking and network rules/regulations.
  • Acting member an various internal oversight committees.
  • Consistently identifying opportunities for process improvement.
  • Built and maintain the Quickbase system used to house, track and maintain all BIN, Program and Client information.

AVP, Client Risk Management

The Bancorp
05.2021 - 09.2021
  • Worked directly with the Client Relationship Team on all reported Regulatory and BSA/AML Compliance findings and facilitated remediation efforts including response reporting and overseeing, monetary look-backs as needed.
  • Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
  • Led remediation efforts associated with any issues identified during periodic compliance testing, transaction monitoring, collateral materials, internal audits, external audits, regulatory examinations etc.
  • Maintained the Quickbase system used to track all compliance, operational and other identified issues, updates and resolutions.
  • Provided reporting, feedback and counsel to executive management.

Client Relationship Manager

The Bancorp
09.2018 - 05.2021
  • Assessed client needs and developed plans to adequately address current and future objectives.
  • Worked with clients to address operational and/or compliance related findings.
  • Maintained the Quickbase systems built to operationalize a number of internal processes.
  • Addressed and resolved customer complaints and issues to improve satisfaction.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.

Compliance Manager

Bancorp Payment Solutions
07.2014 - 09.2018
  • Managed, coached and trained a diverse team of individuals from various backgrounds.
  • Cultivated and managed relationships with key clients, internal and external partners.
  • Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls.
  • Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
  • Collaborated with client designers and their editorial teams on marketing and collateral materials.
  • Proofed and approved drafts of all forms of marketing and promotional materials.
  • Collaborated with legal and compliance executives to draft, review and edit legal consumer facing documents.
  • Monitored timelines and flagged potential issues to be addressed.
  • Recommended process and systems improvements such as the replacement of the core marketing system of record.
  • Spearheaded the implementation of the new QuickBase Marketing Application which included building the bank's first client facing portal resulting in increased efficiency and increased client satisfaction.

Operations Control Coordinator

Bancorp Payment Solutions, Sioux Falls SD
10.2012 - 07.2014
  • Controlled various processing dependencies, contacted processors/vendors as needed to assist in a timely resolution of any issues.
  • Monitored the timely receipt of incoming data files, validated file content for completion and accuracy.
  • Established and maintained positive relationships with internal and external clients, handling their incoming calls, troubleshooting issues and determining effective resolutions to issues.
  • Communicated effectively with senior level executives internally and within vendor and client companies.
  • Assisted with the implementation process for new programs, processing platforms and processes to ensure accurate program setup and compliance.
  • Worked closely with the Delaware Affinities and the retail staff, making any requested updates to plastics, monitoring inventory, placing inventory re-orders and coordinating with the processor to complete parameter changes as needed.
  • Coordinated with multiple internal departments to manage day to day operations such as but not limited to: CIP, Reconcilement, Marketing Materials, Transaction Disputes, Fraud Prevention, ACH Operations, Information Technology, Risk Management, Relationship Management.

Operations Analyst

Bancorp Payment Solutions
05.2011 - 10.2012
  • Processed a variety of routine to complex operational tasks on a daily basis including but not limited to: file uploads, card creation requests, account reconcilement, gift card cobrander implementation, call center support contact,  monitor daily reports, technical support for gift card agent banks and user ID creation, maintenance and oversight.
  • Processed legal documents such as levies, garnishments, letters of indemnity, asset verifications.
  • Actively identified opportunities for and assisted with the creation of process improvements to increase efficiency and accuracy.
  • Worked seamlessly with internal and external partners to provide superior service while meeting a variety of project deadlines.
  • Coordinated with various internal departments to complete multiple daily functions or to resolve issues in a timely manner.
  • Answer inbound calls from customers as well as potential and current clients.

Inbound Sales Specialist II (Premier Sales)

Wells Fargo Bank
07.2009 - 05.2011
  • Answered inbound calls from Premier/high value customers in a fast paced sales environment.
  • Provided financial direction and product recommendations based on the customer's needs and existing portfolio.
  • Recommended and open a variety of deposit and credit products while meeting quality assurance and bank regulatory requirements while exceeding customer expectations.
  • Maintained a strong focus on customer service while meeting aggressive sales numbers and providing  the highest level of quality assurance.
  • Cooperate with internal and external partners to promote and cross sell a multitude bank and third party products and services.
  • Stage Driver member, assisted in the coaching and training of new employees as well as responding to complex questions from existing and senior bankers.
  • Member of the Sales Communication Committee, providing visual and verbal communication to the team regarding campaigns and center updates.

Banking Service Specialist III

Wells Fargo Bank
08.2008 - 07.2009
  • Research and resolve a variety of complex deposit account issues including missing or misapplied payments for installment loans and revolving lines of credit, missing deposits, internal account adjustments, Regulation E disputes, direct deposit advance disputes as well as all of the responsibilities of a Banking Service Specialist II.
  • Assisted work directors and supervisor with ongoing coaching and training of fellow Team Members.
  • Assisted with virtual training and demonstrations with offsite Wachovia managers during the Wells Fargo/Wachovia conversion.
  • Identified as the highest performing member of the team on multiple occasions as well as in performance reviews. 

Banking Service Specialist II

Wells Fargo Bank
05.2007 - 07.2008
  • Resolved routine to complex account issues including missing deposits, debit card claims, mis-posted items, bank adjustments and fraud.
  • Worked with multiple operating systems simultaneously to accurately and efficiently correct account issues while consistently meeting departmental service level agreements.
  • Worked seamlessly with internal departments, branch locations and outside organizations to provide the highest level of customer service.
  • Actively volunteered for, piloted and assisted with the implementation of numerous special projects to improve productivity and effectiveness.
  • Lead a number of web meetings to remotely train our offsite team members.
  • Actively assumed a leadership role with co-workers serving as the department's subject matter expert by providing side by side training, answering questions and developing numerous training documents to improve accuracy and efficiency.
  • Participated as a Q12 Ambassador with a select group of Team Members from other departments within the Customer Service Organization.  Worked to promote and educate  peers of the importance of the Q12 annual survey.

Customer Service Representative

Wells Fargo Bank
04.2006 - 06.2007
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Responded to routine to complex account questions and issues.
  • Provided exceptional customer service by developing a vast product knowledge, intuitive problem solving skills and the ability to multitask in a time sensitive environment.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Managed high call volume with tact and professionalism.
  • Worked with a results driven team focusing on providing customer's with the tools and product solutions to improve their banking relationship.
  • Assisted in training new employees by providing side by side feedback and new hire mentoring.

Education

MBA - Business and Human Resources

Colorado Technical University
Sioux Falls, SD
2010

Bachelor of Science - Psychology Sociology

University of South Dakota
2005

Skills

  • Results-oriented
  • Conflict resolution techniques
  • Strong work ethic
  • Dedicated team player
  • Adept multi-tasker
  • Self-motivated

Timeline

Head of Compliance

Lithic, Inc.
01.2023 - Current

Partnerships Operations Manager

Lithic, Inc.
09.2021 - 01.2023

AVP, Client Risk Management

The Bancorp
05.2021 - 09.2021

Client Relationship Manager

The Bancorp
09.2018 - 05.2021

Compliance Manager

Bancorp Payment Solutions
07.2014 - 09.2018

Operations Control Coordinator

Bancorp Payment Solutions, Sioux Falls SD
10.2012 - 07.2014

Operations Analyst

Bancorp Payment Solutions
05.2011 - 10.2012

Inbound Sales Specialist II (Premier Sales)

Wells Fargo Bank
07.2009 - 05.2011

Banking Service Specialist III

Wells Fargo Bank
08.2008 - 07.2009

Banking Service Specialist II

Wells Fargo Bank
05.2007 - 07.2008

Customer Service Representative

Wells Fargo Bank
04.2006 - 06.2007

MBA - Business and Human Resources

Colorado Technical University

Bachelor of Science - Psychology Sociology

University of South Dakota

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Shawnet Hendricks