Jessica Wolf
Alden
Summary
Strategic resolution and complaints leader with a proven record of building high-impact teams, strengthening complaint governance, and driving improved member outcomes across the organization. Recognized for building a complaint management function from the ground up, leading cross-functional complaint initiatives, and delivering measurable improvements in risk reduction, audit performance, and member satisfaction. Known for combining compliance rigor, member-centric service, and data driven decision-making to drive change, influence senior stakeholders, and develop high-performing, highly engaged teams. Seeking to leverage this experience in a Director of Resolution role to shape strategy, strengthen complaint governance, and scale impact across the combined organization.
Overview
2027
2027
years of professional experience
Work History
Manager, Member Resolutions
DCU – Digital Federal Credit Union
01.2024 - Current
- Led DCU’s Member Resolution function, accountable for Level I, Level II, and agency complaints, executive escalations, and complex cross-functional issues.
- Serve as a key enterprise voice on complaints and member sentiment, providing regular reporting and insight to Compliance, Risk, Supervisory Committee, and senior leadership.
- Led the design and execution of the Complaint Reduction Hub (CRH), an enterprise process to review complaint trends, prioritize actions, and track remediation initiatives across business lines. By year-end, the CRH tracked 35 complaint reduction initiatives and was cited as a primary driver of historic improvements in Problems Experienced and risk reduction.
- Partnered with Compliance to align DCU’s complaint management framework with CFPB expectations, including ownership of CFPB case handling from intake through resolution, supporting merger readiness and First Tech 2.0 alignment.
- Drove service reliability and timeliness by tightening SLAs from 15 to 10 days for Level I and Level II complaints while still achieving 93-94% overall service level, including 100% on CFPB complaints, in high-volume, high-change years.
- Introduced and refined metrics such as complaints per member, complaints per day, closed with relief vs. explanation, enabling more informed decision-making and clearer understanding of true risk and member impact.
- Guided the team through increased complaint reporting (new sources, better identification, increased surveys) while keeping the complaint rate flat and high-risk Level II complaints stable, even as membership and contact volumes grew.
Assistant Manager, Member Resolutions
DCU – Digital Federal Credit Union
01.2023 - 03.2024
- Selected to stand up DCU’s first centralized complaint resolution team, moving the organization from scattered handling to a unified, documented, scalable complaint governance model.
- Partnered with Compliance, CFPB Readiness, IT, and external consultants to define DCU’s complaint definition, build policy and procedures, and design Pega-based complaint intake and workflows.
- Designed end-to-end complaint processes, established service levels, and trained the entire organization on the new complaint framework on DCU’s updated complaint policies and workflows.
- Identified department SMEs and collaborated across business areas to ensure accurate categorization, escalation routing, and timely resolution.
Member Resolution Team Leader, Assistant Manager
DCU – Digital Federal Credit Union
01.2021 - 10.2023
- Conceptualized, pitched, and launched the Member Resolution Team while serving as the leader of the Email and Chat team within the Information Center.
- Successfully piloted a new approach to resolving complex member escalations previously unresolved or inconsistently handled.
- Expanded the team’s scope from escalated requests to include compliance investigations, regulatory-level escalations, and executive correspondence.
- Built early processes, quality standards, and communication workflows that became foundational to DCU’s enterprise complaint resolution structure.
- Established trust with leaders across departments, laying the groundwork for a centralized complaint governance model and stronger enterprise collaboration.
Previous Roles
DCU – Digital Federal Credit Union
1999 - 01.2021
- Information Center Team Leader - Telecommuter | 2008 - 2021
- Information Center Assistant Manager | 2004 - 2008
- Information Center Team Leader | 1999 - 2004
- Progressed through multiple leadership roles within the call center, including Team Leader and Information Center Manager, demonstrating consistent growth in leadership scope and operational oversight.
- Launched and scaled the company’s first telecommuting team, growing from 6 employees and helping establish a model later adopted more broadly across the call center.
- Managed diverse functional areas including electronic communications and loan origination teams, driving cross channel service delivery.
Education
Critical Thinking Certification
Cornell University- ECornell
Ithaca05-2023
Skills
- Complaint & Resolution Strategy
- Regulatory / CFPB Readiness & Governance
- Enterprise Complaint Reduction & Trend Management
- Risk Mitigation & Audit Readiness (Zero-Finding Record)
- Member Experience, NPS, & Problems Experienced
- Cross-Functional Influence & Stakeholder Alignment
- Data, Reporting & Executive-Level Storytelling
- Team Leadership, Coaching & Succession Development
- Process Design, Workflow Optimization & Automation
- Change Management & Merger / Integration Readiness
Timeline
Manager, Member Resolutions
DCU – Digital Federal Credit Union
01.2024 - Current
Assistant Manager, Member Resolutions
DCU – Digital Federal Credit Union
01.2023 - 03.2024
Member Resolution Team Leader, Assistant Manager
DCU – Digital Federal Credit Union
01.2021 - 10.2023
Previous Roles
DCU – Digital Federal Credit Union
1999 - 01.2021
Critical Thinking Certification
Cornell University- ECornell