ERICA T. COOK
Arlington,USA
Summary
Strategic and results-driven leader with 13+ years of experience in Vendor and Risk Management, Business Execution, and Financial Services Operations. Proven expertise leading enterprise-level initiatives from business requirements through go-live support within regulated banking environments. Adept at building and governing third-party vendor programs, leading technology and risk assessments, and partnering with global payment processors such as Visa and MasterCard. Recognized for developing high-performing teams, implementing quality improvement frameworks, and driving measurable operational, compliance, and performance outcomes. Passionate about using collaboration, risk governance, and process optimization to strengthen organizational resilience and regulatory readiness.
Overview
13
13
years of professional experience
Work History
AVP Business Execution Consultant, Merchant Services Vendor Management
Wells Fargo Bank, N.A.
11.2023 - Current
- Ensured full compliance with Wells Fargo's Third-Party Risk Management Program, federal regulatory standards, and internal governance requirements across Merchant Services vendors.
- Led the development and implementation of a new Vendor Management Program, standardizing governance, risk controls, and vendor oversight processes.
- Partnered with high-profile payment processors, including Visa and MasterCard, to complete technology and risk assessments, maintaining portfolios with zero deficiencies over two years.
- Negotiated and executed third-party contracts using SAP Ariba, ensuring compliant contract lifecycle governance and operational alignment.
- Developed and implemented remediation plans for assessment deficiencies, collaborating with vendors and stakeholders to mitigate exposure.
- Key contributor to the ‘Move the Line' MasterCard initiative, supporting vendor risk evaluation, coordination, and execution.
- Managed vendor performance through contract governance and SLA oversight to ensure adherence to operational and risk standards.
Third Party Vendor Manager, Partner Relations
Santander Consumer USA
05.2021 - 10.2023
- Managed a portfolio of 20 third-party vendors, including 6 high-risk vendors, ensuring completion of all applicable assessments and adherence to risk governance requirements.
- Executed all vendor risk assessments, ensuring audit-ready documentation and regulatory compliance.
- Negotiated and executed vendor contracts through SAP Ariba, aligning with business and regulatory needs.
- Managed vendor performance to meet profitability, compliance, and service objectives.
- Cultivated strong relationships with vendors and internal partners to enhance service delivery and issue resolution.
- Processed vendor invoices and payments using SAP, ensuring accuracy and alignment with contractual terms.
- Reviewed Master Service Agreements (MSAs) to align deliverables with business and risk expectations.
Client Services Quality Administrator Supervisor
Mercedes-Benz Financial Services USA LLC
04.2018 - 05.2021
- Developed and implemented the first call/chat quality program and back-office quality control framework for Client Services.
- Led a three-month customized improvement plan for two underperforming teams with quality scores at 75% or below, increasing results to 92% and sustaining long-term improvements.
- Directed training and development programs across all customer-facing departments to elevate service consistency.
- Analyzed quality data to identify agent-level trends and performance improvement opportunities.
- Collaborated cross-functionally to streamline processes and improve service efficiency.
- Partnered with executives and management teams to review metrics and drive continuous improvement strategies.
Accounts Receivable / Payable Team Subject Matter Expert
Mercedes-Benz Financial Services USA LLC
10.2017 - 04.2018
- Served as the Collections Liaison supporting post-launch stabilization of the ALFA platform, ensuring seamless transition and issue resolution.
- Developed audit templates aligned with ICS and SOX controls to strengthen compliance and audit readiness.
- Authored and executed 90+ UAT test cases across all project workstreams, ensuring system functionality met operational and regulatory standards in the U.S. and Canada.
- Trained internal stakeholders on Accounts Receivable/Payable processes, improving accuracy and compliance.
- Conducted process gap analyses and implemented targeted improvements.
Nexus Business Analyst / ALFA Operations Analyst
Mercedes-Benz Financial Services USA LLC
09.2012 - 10.2017
- Served on the core Business Requirements team, managing the ALFA enterprise portfolio transformation from initiation through go-live and defect-support phases.
- Led analysis for a five-year global initiative replacing legacy systems (CARS, InfoLease) with the ALFA platform for U.S. and Canadian portfolios.
- Acted as business liaison for Collections, Accounts Receivable, and Payable, ensuring end-to-end functional accuracy and stakeholder alignment.
- Authored and executed 90+ UAT cases using HP ALM, validating system readiness across multiple workstreams.
- Provided six months of go-live support, resolving up to 10 JIRA tickets per day and collaborating to resolve five major system defects, improving platform stability.
- Supported change-management studies to assess efficiency gains and workload impacts post-launch.
- Delivered production support and troubleshooting for Collections, AR, AP, and Remarketing functions.
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ01.2013
Skills
- Vendor & Risk Management: Third-Party Risk Oversight Vendor Governance SLA Management Regulatory Compliance (OCC, SOX, ICS) Contract Negotiation Audit Readiness
- Operations & Leadership: Business Execution Quality Management Process Improvement Staff Coaching & Development Cross-Functional Collaboration Strategic Planning
- Technical Proficiencies: SAP Ariba SAP Financial Systems JIRA HP ALM ServiceNow STORM Vendor Risk Tool Microsoft Office Suite (Excel, PowerPoint, Word, Visio, Access, SharePoint) Data Warehouse Reporting & Analysis
- Industry Expertise: Payments Auto Finance Financial Services Enterprise Vendor Management
Timeline
AVP Business Execution Consultant, Merchant Services Vendor Management
Wells Fargo Bank, N.A.
11.2023 - Current
Third Party Vendor Manager, Partner Relations
Santander Consumer USA
05.2021 - 10.2023
Client Services Quality Administrator Supervisor
Mercedes-Benz Financial Services USA LLC
04.2018 - 05.2021
Accounts Receivable / Payable Team Subject Matter Expert
Mercedes-Benz Financial Services USA LLC
10.2017 - 04.2018
Nexus Business Analyst / ALFA Operations Analyst
Mercedes-Benz Financial Services USA LLC
09.2012 - 10.2017
Bachelor of Science - Business Management
University of Phoenix