CYNDIA THOMPSON
Tampa
Summary
Bi-lingual professional with proven track record in driving impactful business strategies and efficiencies through the risk management framework. Utilizes strong relationship-building abilities to foster successful partnerships Goal and result oriented, self-motivated with the ability to manage multiple projects strong team building skills by promoting workplace cohesiveness to increase engagement, and productivity. Proactively analyze, determine, and drive solutions independently to deliver results.
Overview
12
12
years of professional experience
Work History
Operations Compliance Business Partner, Lending and Operational Compliance
Suncoast Credit Union
03.2022 - Current
- Designed and implemented compliance and risk monitoring mechanisms for the Mortgage Originations, Mortgage Delivery, Mortgage Operations, Consumer Loan Fulfillment, and Consumer Loan Delivery Business Units.
- Partnered with the 2nd line units such as legal, enterprise risk management, compliance, information security, and internal audit teams to ensure organizational alignment
- and presented recommendations for process enhancements that balance regulatory adherence with business efficiency.
- Developed Monitoring Procedures and Step Actions. Trained the Compliance Specialist team to manage and analyze risk, trends, findings and system issues.
- Collaborated with business units for process enhancements that balance regulatory adherence with business efficiency, identified areas of improvements and ensured they meet compliance and risk standards
- Developed and delivered training sessions for staff on compliance-related topics
- Facilitated complex resolutions to foster a culture of compliance collaboration throughout the organization
- Acted as a liaison between the assigned business unit and the Operations Compliance Team
Officer; Quality Analyst, Home Loans Fulfilment
Bank of America, N.A.
10.2018 - Current
- Evaluate calls/emails within the Quality Control/Enterprise Independent Testing space to monitor critical risks related to compliance, policies, and procedures in the Home loans environment
- Review accounts and determine if actions and decisions are in accordance with regulatory requirements
- Coordinated team activities to ensure compliance with organizational protocols.
- Execute quality controls and data management
- Analyze and determine solutions independently and proactively to provide insight to the line of business
- Developed and implemented innovative internal tracking systems to increase overall effectiveness and enhance quality for department initiatives
- Created job aid and tools to coach and train team members and new hires
- Executed Quality Assurance remediation process to ensure specialists received additional training when results were below the LOB thresholds
- Monitor/track client Voice Survey and Complaints reports to ensure timelines and completeness aligns with guidelines and regulations
- Successfully completed the User Acceptance Tester Foreign Exchange Program
- I worked on the 'iO Asset mapping to iFF' Project
- During the exchange we were responsible for reviewing/understanding the project scope, develop appropriate testing scope with stakeholders, execution, identifying risk, missed requirements, defects, and weekly status reporting, approvals
- We were able to develop and complete a UAT Test Plan and Test Scripts
Officer; Production Business Support, Home Loans Fulfilment
Bank of America, N.A.
04.2013 - 10.2018
- Strategize and create different methods to assist the Production Support functions increase in productivity and quality
- Audit/Submit Funding for High-Net-worth Applications (Merrill Lynch, US Trust) and other complex applications
- Researched and resolved intricate Mortgage booking/funding escalations in a timely manner
- Prepared daily audits and reconciled internal Funding accounts
- Lead and resolved department projects for the Division Leader
- Lead associates performing on post-closing document procurement and endorsement
- Processed/Reviewed: Titles, Trusts, HOI, Flood, Closing documents, Funding and Reconciliations
- Demonstrated leadership by coaching and developing reviewers throughout all business units to ensure all individuals were empowered appropriately to reduce risk and meet core values of our internal and external clients
- Devised and implemented innovative reporting and internal production tracking systems to increase overall effectiveness of queue management and department pipeline
- Specialize in High-Net-worth clients and complex applications
- Provide research and resolutions in loan processing gaps and business risks
- Demonstrated leadership by coaching and developing funders to increase productivity by 15% and quality by 2%
- Designated Subject Matter Expert by Senior Leadership maintained the overview of Production Support training material, created and managed job aids and procedures to enhance efficiency and alignment of risks, controls and metrics
- Executed team meetings to share best practices and promote team cohesiveness
- Implemented and automated daily and weekly reconciliations for Home Equity funding accounts
Education
BS - Business Management
National Louis University
03.2010
AS - Business Marketing and Management
Southwest Florida College
09.2003
Skills
- Bi-lingual
- Operations
- Strategic planning
- Process improvement
- Business Strategies
- Risk Management
- Relationship Management
- Team Building
- Project Management
- Microsoft Office Applications
- SharePoint
Languages
Spanish
Limited Working
Timeline
Operations Compliance Business Partner, Lending and Operational Compliance
Suncoast Credit Union
03.2022 - Current
Officer; Quality Analyst, Home Loans Fulfilment
Bank of America, N.A.
10.2018 - Current
Officer; Production Business Support, Home Loans Fulfilment
Bank of America, N.A.
04.2013 - 10.2018
AS - Business Marketing and Management
Southwest Florida College
BS - Business Management
National Louis University
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