Jennifer Young

• Conduct internal audits and review procedures, practices, and policies to ensure compliance with federal and state laws and regulations that affect the bank.
• Assist the Chief Compliance Officer in reviewing new and pending laws and regulations and developing compliance procedures and training.
• Conduct compliance audits of the bank's operating and lending areas for compliance with relevant laws and regulations.
• Perform research and respond to day-to-day compliance-related questions from bank associates on a timely basis.
• Assist in the maintenance and documentation of the bank's Community Reinvestment Act (CRA) activity.
• Review advertising materials for compliance with applicable laws and regulations.
• Assist with regulatory and compliance training.
• Prepare and conduct periodic internal reviews to maintain compliance with InBank's branches and departments.
• Prepare Compliance Reports for the Board's Audit & Risk Committee.
• Maintain up-to-date knowledge and follow all bank financial and security regulations and procedures.

2022-2023

• Oversaw real-time adherence to documented compliance requirements, policies, and processes for Finance of America Commercial (FACo) business with various teams.
• Streamlined operations by identifying inefficiencies and implementing process improvements.
• Participated in operations team meetings to coordinate and assign project management tasks.
• Conducted regular quality reviews of business data and processes to identify discrepancies and formulate solutions.
• Evaluated business processes, identifying areas for improvement and implementing solutions to drive efficiency.
• Enhanced team productivity by developing and implementing effective training programs.
• Maintained up-to-date knowledge of industry best practices and emerging technologies relevant to operations support functions.
• Collaborated with cross-functional teams to successfully complete complex projects.
• Managed department projects to align the organization with federal and state regulations.
• Evaluated monthly monitoring outcomes from the compliance team.
• Collaborated with the compliance team on projects regarding procedures, as well as with the production support unit, to ensure licensing quality and efficiency across all product lines.
• Facilitated reporting team to maintain data integrity and monitor controls throughout the business.
• Addressed gaps and minimized risks by devising strategies and pinpointing discrepancies and trends.
• Served as the primary point of contact between offshore and operations teams.
• Reviewed, analyzed, and reported findings of Home Mortgage Disclosure Act (HMDA), Equal Credit Opportunity Act (ECOA), and Unfair, Deceptive or Abusive Act Practices (UDAAP) files.
• Assisted in quarterly reconciliation of the Home Mortgage Disclosure Act (HMDA) as directed by the company’s compliance department.
• Identified process enhancement opportunities and conducted user acceptance testing (UAT).
• Audited selective loans from each product line, encompassing originated and adverse cases, ensuring adherence to internal procedures.
• Obtained up-to-date knowledge of guidelines and operational challenges for all product lines.

2021-2022

• Provided personalized daily assistance to the field to address concerns related to operational compliance with federal and state regulatory guidelines while maintaining Finance of America's primary operating systems, including proprietary LOS, ServiceNow, Archer, and documentation production.
• Spearheaded departmental initiatives to ensure the organization’s adherence to federal and state regulations.
• Implemented Finance of America's compliance programs in alignment with federal and state laws.
• Generated and assessed diverse Compliance reports weekly, semi-monthly, quarterly, and annually.
• Responded to compliance-related inquiries and matters using the ServiceNow platform.
• Confirmed compliance with legal, federal, and state regulatory standards by researching and communicating requirements and facilitating necessary approvals.

2014-2021

• Executed specialized initiatives, including training, coaching, and mentoring team members.
• Consistently outperformed and earned recognition for exceptional performance in collecting default loan accounts.
• Oversaw default loan accounts.
• Provided consumer education and current updates on loss mitigation and liquidation alternatives, including, but not limited to, analyzing customer credit and financial statements in determining loss mitigation options.
• Established payments, payment schedules, and loss mitigation solutions with borrowers, attorneys, insurance firms, and external parties.

2010-2014

• Utilized the NICE database to verify compliance with FDCPA, federal and state laws and regulations, and internal protocols.
• Examined loss mitigation arrangements to guarantee adherence to fair lending regulations, investor prerequisites, and internal guidelines.
• Documented outcomes of loss mitigation agreements and crafted accurate reports for management and internal control evaluations.
• Detected and investigated patterns to pinpoint fundamental causes of systemic errors.
• Audited Quality Assurance Call Evaluations (loss mitigation, delinquency management, and customer service) and scored disagreements with management and agents to enhance call ratings.
• Co-developed SharePoint platform for Loan Workout (Loss Mitigation) Deal Scorecard.
• Formulated remedies and established new controls with loss mitigation management.
• Facilitated delinquency management and loss mitigation agents in managing dissatisfied borrower calls and escalated inquiries.

2006-2010

• Liaised and collaborated with internal and external clients to investigate executive office escalated inquiries, issues, and complaints regarding Consumer & Government Affairs.
• Investigated, analyzed, and resolved escalated conflicts with borrowers, the Better Business Bureau (BBB), regulatory agencies, advocacy organizations, legal representatives, and other entities.
• Mentored, coached, guided, and inspired call center and escrow process/procedure team members.

Additional Experience

Merrill Lynch | Wilshire Credit Corporation

Pre-Foreclosure Specialist, 2005-2006 | Senior Collections Specialist, 2004-2005