Jessica Wilson
Aubrey,TX
Summary
Results-oriented Business Control Specialist with expertise in risk management and root cause analysis. Enhanced performance through data-driven insights and cross-functional collaboration. Effectively prioritize and execute numerous tasks while fostering strong relationships to enhance team success and boost performance outcome.
Overview
15
15
years of professional experience
Work History
AVP; Business Control Specialist
Bank of America
Plano, TX
07.2020 - Current
- Govern complaint-related data to ensure adherence to standards for third-party performance, non-compliance risks, and overall business performance
- Conduct root cause analysis to identify and measure specific complaint causes, facilitating effective resolutions that met enterprise metrics
- Publish monthly complaint data, highlighting volume, performance, and emerging risks to guide strategic decisions
- Collaborate with business partners to implement coaching requirements that addressed client dissatisfaction and enhanced service quality
- Revamped auditing processes to align with risk governance standards, creating a job aid in the company’s Solution Center to enhance consistency and operational efficiency
- Participate in audits and exams by organizing data and collaborating with business partners to address audit questions
- Utilize Power Query to transform, cleanse, and standardize large datasets for accurate analysis and reporting
- Leverage Copilot to perform qualitative analysis on unstructured complaint data, interpreting text, identifying recurring themes, and assessing sentiment to uncover actionable insights
Officer, Quality Analyst
Bank of America
Plano, Texas
02.2016 - 07.2020
- Conducted sample analysis testing to evaluate sales and fulfillment team performance, identifying key areas for improvement to enhance overall effectiveness.
- Engaged in calibration discussions of testing reviews to assess adherence to performance standards and uncover opportunities for enhancements.
- Managed data incidents to identify and resolve issues, facilitating effective communication and timely escalation.
- Supported internal audits through inspections, data preparation, and system monitoring, ensuring compliance and operational integrity.
Mortgage Servicing Specialist III
Bank of America
Plano, Texas
03.2013 - 02.2016
- Resolved escalated and high-risk client complaints by navigating organization and multiple systems, ensuring compliance with corporate policy guidelines
- Achieved first call resolution on complex inquiries and requests, addressing client concerns effectively
- Responded promptly to client inquiries, resolved issues efficiently, and conducted follow-ups to ensure client satisfaction
- Facilitated resolution of client complaints and issues by coordinating communication between clients and upper management
- Enhanced overall client experience by collaborating with cross-functional teams, contributing to increased satisfaction and loyalty
- Followed established policies and procedures while investigating and resolving diverse issues and requests
Proficiency Coach
Bank of America
Richardson, Texas
10.2011 - 03.2013
- Coached and reinforced team behaviors while collaborating with managers to enhance employee proficiency and retention
- Facilitated individual and group sessions with frontline employees to elevate professional proficiency beyond standard training benchmarks
- Identified and assessed employee development opportunities, improving speed and consistency in proficiency of key skills
- Traveled to multiple sites to educate and train associates on new processes and conduct new hire training, enhancing team adaptation to change.
- Collaborated with leadership to clarify team processes through effective instructions and guidance
Education
Business Management -
Southern University At New Orleans
New Orleans, LASkills
- Risk Management
- Controls Management
- Root Cause Analysis
- Research
- Tableau
- Microsoft Office 365
- Analytical Thinking
- Problem-solving
- Cross-functional collaboration
- Data analysis
- Procedure development
- Interpersonal Skills
- Power Query
- Copilot
Affiliations
- Volunteer, Meals on Wheels- Dallas, Tx (2019- present)
- Volunteer, Susan G Komen- Dallas, Tx (2026)
- Volunteer, Visiting Nurse Association- Dallas, Tx (2019- 2020)
- Volunteer, EarthX- Dallas, Tx (2019)
Timeline
AVP; Business Control Specialist
Bank of America
07.2020 - Current
Officer, Quality Analyst
Bank of America
02.2016 - 07.2020
Mortgage Servicing Specialist III
Bank of America
03.2013 - 02.2016
Proficiency Coach
Bank of America
10.2011 - 03.2013
Business Management -
Southern University At New Orleans