Delores Gilden
Aurora,CO
Summary
Performance-driven Vice President with 15 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. Accomplished executive with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
29
29
years of professional experience
Work History
Vice President
01.2019 - 01.2023
- Specialized Loan Servicing
- Managed/Supported the build out of new processes, systems and procedures, additionally successfully implemented updated risk controls within the payment operations organization to minimize customer and business impact
- Regulatory and Customer Dispute review and root cause analysis
- Risk and Control Development and Implementation
- Manage and Lead Monthly Close to achieve target goals
- Drive Processes to optimize and automation payment processing and operational goals
- Actively lead call center leadership payment training and ensure payment call center agents are up to date with payment business rules
- Partner with other businesses within the organization to manage controls and business rules
- Subject matter expert with the ability to effectively make decisions, prioritize effectively and meet deadlines while maintaining the highest level of standards for completeness and accuracy
- Proven Experience developing and leading high-performing teams
- Project management & leadership
Management AVP
Global
01.2018 - 01.2019
- Specialized Loan Servicing
- Identify and manage business unit off- shore processing
- Vendor management of Business KPI, QC and volume metrics
- Manage 6-FTE within the GSM team and project design and implementation through training and production.
Assistant Vice President
01.2016 - 01.2018
- Specialized Loan Servicing
- Regulatory and Customer Dispute review and root cause analysis
- Manage and develop operational teams to include but not limited to recruitment, training, and on-going performance improvements
- Provide leadership to staff that allows for flexibility within the team, cultivates team member professional development, and provides motivation to achieve goals
- Management of internal payment clearing accounts
- Monitor and produce all month end KPI’s and QC reports at each month end and quarter end
- Monitor and manage outsource vendor relationships including but not limited to REMITCO lockbox, MoneyGram, Western Union, and Wells Fargo Banking relationships
- Coordinate and prepare all audit requests related to the on-going investor and financial audit
- Process enhancements and implementations
- Oversight and management of appropriate set-up for cash management workflow.
Senior Manager
Dispute Resolution, Specialized Loan Servicing
01.2012 - 01.2016
- Responsibilities include management level employees and indirect reports processing customer complaints within regulatory and state compliance guidelines
- Customer portfolio averages of approximately 326,000 accounts with an average of 1500-1800 complaints per month
- Implementation of process efficiencies resulting in a reduction of customer complaints from a 30% RESPA compliance rate to a 100% compliance rate within 6-months
- Implementation of a workflow program which reduced the average process and handling
- Other areas of expertise include:
- Investor/Dispute Trending and Analysis
- Development and implementation of internal audit procedures for regulatory agencies such as the CFPB, BBB, Congressional, and all State regulatory agencies
- Ensure compliance standard with the FDCRA/Regulation Z/Truth in Lending/Fannie Mae and Freddie Mac government driven regulations
- Escalated complaint resolution and account process calibration review
- Investor reporting analysis
- Responsible for managing and reporting regulatory dispute resolution
- Assist General Counsel in litigation and mediation requests
- Monitor standard operating procedures updating as needed to ensure compliance
- Developed staff training documentation and business process efficiencies
- Responsible for the reduction of out of standard items from 20% and 98% out of RESPA Compliance standard to 99.9% within standard and 100% within RESPA Compliance
- Responsible for obtaining and retaining staffing talent
- Strong Technical writing and Instructional design skills
- Strong training and organizational development background
- Learning and Development
TransFirst Merchant Services Processing
Broomfield, Colorado
01.2011 - 01.2012
- Responsibilities include Designing and delivering training on new regulatory and association compliance implementations delivered by the Sponsor Bank relationships
- This includes but is not limited to the following;
- OFAC/AG/AML/MATCH/Escheatment Policies/Dodd-Frank
- Risk/Credit/Credit Underwriting/Chargebacks/Collection and Periodic Review teams to obtain consistency of training throughout the organization
- Designed and delivered training to merchant support staff to support corporate cross training initiatives
- Other areas of expertise:
- Live and Virtual training to an average of 30-40 individuals per month
- Measure and communicates the impact of training to senior management
- Manage training schedules and training development projects for 4 trainers
- Strategic partner to the Shared Services Organization
- Develop and redesign Customer Service training curriculum to meet business needs
- This project resulted in a reduction from a 2-week curriculum into a 5-day curriculum that allowed management to have staff trained and available on the floor
- Design and Develop course curriculum training assessments, with testing success rates never going below 95% for trained employees
- Design and deliver complex Credit, Fraud and Compliance Risk Management Training to meet industry guidelines
- Serve as a subject-matter expert, assisting with difficult problems and questions, handling escalated calls, providing work direction, and training to staff.
Manager
Western Union
Englewood, Colorado
01.1998 - 01.2011
- Managed a wide range of high exposure projects to include the transition of the product into an imaging system that resulted in a reduction of resolution processing time from 30+ business days to less than 2 business days
- Monitor and mitigate risk and fraud for a variety of Western Union Products
- Daily reconcilement and settlement of $800 million settlement liabilities
- Other areas of expertise:
- 12+ years in complaint-based research and resolution, identifying key trending to mitigate both current and future issues
- Manage FTE Employees within the Client Operations Organization
- Staff development
- Work with business partners to ensure OFAC Compliance
- Successful streamlining of refund processing from 90 days to less than 5-days of processing
- Managed and delivered training curriculum to assist the organizations managers in development of future leaders
- Built solid relationships with corporate business partners to achieve positive results in process efficiencies
- Consult with business leaders on performance issues; conduct need assessments, desk function audits and analyze learning needs
- Design, develop and implement blended learning solutions in a variety of delivery modes including web and instructor led training
- Delivered training to approximately 200 employees globally to include Europe and Asia virtually and instructor led on Oracle and Procurement policies
- Delivered and managed the knowledge transfer training from Denver employees to Lithuanian/Costa Rican Employees this was inclusive of all the Customer Service/Fraud/Product Knowledge functions
- Developed business strategies to ensure operational efficiencies and procedures for staff functions were documented
- Worked directly with executive management to minimize consumer complaints utilizing training courses
- Managed all training programs for staff customer service and internal relationship development initiative across an organization
- Deliver Training and transition of Customer Service functions to Dominican Republic
Staff Trainer
Western Union
Englewood, Colorado
01.1998 - 01.2011
- Movement of responsibilities as a trainer to business specific support and later combined into a management role for business specific operations and L&D role.
Instructional Designer/Technical Trainer/Fraud Prevention/Recon Associate/Bank Adjustments Associate
First Data Corporation
Englewood, Colorado
01.1994 - 01.1998
- Collaborate with business partners to deliver training for OFAC Compliance
- Risk & Fraud mitigation
- Team Lead
Skills
- Written & Verbal Communication Skills
- Negotiation Skills
- Relationship Building
- Detail Oriented
- Result Driven
- Regulatory/Internal Control Development and Implementation
- Risk Management
- Regulatory/Investor and Customer Dispute Management
- Fraud/Risk/Credit Experience
- Training and Instructional Design
- Process Improvement
- Global Servicing Management – Offshore Management
Timeline
Vice President
01.2019 - 01.2023
Management AVP
Global
01.2018 - 01.2019
Assistant Vice President
01.2016 - 01.2018
Senior Manager
Dispute Resolution, Specialized Loan Servicing
01.2012 - 01.2016
TransFirst Merchant Services Processing
01.2011 - 01.2012
Manager
Western Union
01.1998 - 01.2011
Staff Trainer
Western Union
01.1998 - 01.2011
Instructional Designer/Technical Trainer/Fraud Prevention/Recon Associate/Bank Adjustments Associate
First Data Corporation
01.1994 - 01.1998