Jessica Murillo
Parker,CO
Summary
Versatile Senior Manager specializing in complaints program management, risk and controls management, program management, and compliance; skilled at planning, implementing and overseeing key improvements to drive business growth, reduce risk, and improve compliance. History of cultivating an open culture with free exchange of information and collaboration. Pursuing new professional challenges with a growth-oriented company.
Overview
15
15
years of professional experience
Work History
Senior Manager, Business Process and Controls
Nordstrom Card Services
02.2019 - Current
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, audit controls, policies and procedures resulting in reduction of regulatory, brand, and financial risk.
- Oversaw communication and research to achieve full resolution of complaints inquiries.
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
- Worked with stakeholders to overhaul customer complaint monitoring program, manage training, enforce policies and procedures, created complaint database and enhanced trend reporting., implemented Speech Analytics.
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Developed and implemented comprehensive monitoring controls to assess quality and adherence to regulatory standards , process, and policy.
Information Systems Technician, First Class Petty Officer
United States Navy Reserve
06.2009 - 05.2023
- Attached to JMAST Pacific, Aurora in direct support of JMAST Pacific Pearl Harbor, performed the setup, maintenance and troubleshooting of mobile systems and communication equipment ashore
- System and network administrator for the Joint Communications Support Element deployable command and control system
- Responsibilities include installation, management, and troubleshooting of GCCS (Global Command and Control System), servers, storage, virtual infrastructure, software, and client user accounts
- Maintained control and security of classified assets critical to mission capability
- Direct support of Operation Enduring Freedom providing technical and logistic support to Joint Task Force Guantanamo Bay from October 2013 to May 2014.
Senior Compliance Associate
Nordstrom Card Services
09.2017 - 02.2019
- Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable laws and regulations.
- Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
- Kept informed regarding pending industry changes, trends or best practices.
- Maintained up-to-date knowledge of applicable laws and regulations.
- Conducted periodic compliance audits and risk assessments to identify areas of improvement.
- Compliance consult with business partners and stakeholders on communications, policy, process and initiatives as well as when gaps or vulnerabilities were identified
Internal Audit Principal
Nordstrom Card Services
09.2014 - 09.2017
- Performed internal audits of financial and departmental operations, developing risk assessments and conducting process walkthrough for compliance with documented processes.
- Recommended new methods to improve internal controls
- Reviewed and identified risks, analyzed controls and tested compliance.
- Explained risk and compliance concepts to managers and executives.
- Performed strategic planning, execution and finalization of audits using data analytics and critical thinking skills.
- Guided departments in developing remediation plans based on audit findings and recommendations.
Senior Fraud Investigator
Nordstrom Card Services
09.2012 - 09.2014
- Identified fraud schemes, trends, and crime rings while responding quickly to fraud events
- Prevented and mitigated monetary losses as a result of fraud
- Gathered information from victims, witnesses, video surveillance, physical documents, and testimony through interviews and interrogation in relation to fraud and financial crimes against the bank
- Prepared concise reports, suitable for submission to government agencies, courts, law enforcement, and BSA
- Monitored accounts and transactions to identify fraudulent activities.
Education
Bachelor of Science - Kinesiology
University of Northern Colorado
Greeley, CO05.2004
Skills
- Reporting management
- Complaints Management
- Audit Controls Management, Risk Management
- Program Management, People Management
- Talent Development
- Extensive knowledge in bank practice, protocol, law, and regulation
- Comptia A, Network , Security, CAMS, CFE
- Speech Analytics, Microsoft Suite, Power BI
- Cross-Functional Communication and Collaboration
- Reporting management
- Regulatory examinations
- Compliance Monitoring
Timeline
Senior Manager, Business Process and Controls
Nordstrom Card Services
02.2019 - Current
Senior Compliance Associate
Nordstrom Card Services
09.2017 - 02.2019
Internal Audit Principal
Nordstrom Card Services
09.2014 - 09.2017
Senior Fraud Investigator
Nordstrom Card Services
09.2012 - 09.2014
Information Systems Technician, First Class Petty Officer
United States Navy Reserve
06.2009 - 05.2023
Bachelor of Science - Kinesiology
University of Northern Colorado