Ken Ochoa

• Lead of team of 28 full time partners and contractors for new carrier compliance, Invalid carrier insurance, change of policy, carrier rush request, future cancellations.
• Was able to achieve on average 103% daily completion rate while also maintaining 96.5% compliance accuracy average.
• Created client/carrier business plan and SOP that was able to increase compliant carriers 5% quarterly.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Developed and implemented business strategies to achieve business goals and stay competitive.
• Cross-trained existing employees to maximize team agility and performance.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.

• Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
• Evaluated existing policies regularly, identifying areas for improvement and recommending revisions as needed.
• Conducted regular reviews of vendor and third-party relationships, ensuring that all external partners adhered to appropriate regulations and maintained our high standards of ethical behavior.
• Worked closely with legal counsel to address any instances of non-compliance or potential violations promptly.

Vendor state licensing coordination

• Vendors required to have specific licenses in order to do business with AHFC consumers were monitored throughout the fiscal year and not allowed to be less than 90% compliant at all times with all states they operated in.
• For FY2021 our total vendor list was able to achieve 98% compliance with no additional risk being accepted by AHFC

Certificate of insurance monitoring

• During risk review insurance requirements assessed for each vendor were based on the job that was being performed and their consumer contact.
• COI's were reviewed quarterly based on number of placements assigned to vendor and risk to AHFC reputation
• COI monitoring maintained 100% compliant though FY2021

Vendor complaint review and monitoring

• Vendors with the highest AHFC consumer contact were required to provide monthly logs of complaints that AHFC consumers placed with that agency
• Logs received were reviewed for complaint handling, resolution status, risk to company based on past CFPB results.
• Tread report were created of fiscal years information received for compliance management team highlighted by compliance manager, and Assistance Vice President of risk group

Vendor call monitoring

• Collection agency calls were required to be monitored monthly due to high risk nature and possibility of improper consumer interaction
• Vendor monitoring schedules were created that covered standards set by the vendor management team that highlighted reviewing for state and federal collection laws as well as AHFC requirements
• Correction and training recommendations were communicated to collection vendors once reviews were complete
• Call monitoring was able to lead to 100% availability of all collection vendors

• Conducted regular reviews of company policies and procedures for alignment with regulatory requirements and industry best practices.
• Wrote and implemented compliance procedures
• Supported projects as needed in order to ensure compliance
• Skilled in research, data analysis, and compliance reporting
• Identify, analyze, and assess compliance, legal risk and disposition of situations and/or recommend actions for indemnification
• Review vendor audits to ensure quality compliance of the information provided
• Worked to reduce losses
• Assess legal exposure with regard to vendors
• Monitored payroll activity for clients and vendors to ensure both sides adhered to guidelines established within the contract
• Understood relevant terms of the contract (bill rates, mark up, special bill, etc) and conducted daily audits of the branch/on sites to ensure compliance.
• Monitored branch/on sites to ensure correct set up in HRIS (to ensure data integrity concerning the placements).
• Monitored and audited all background checks (Criminal, I-9, E-Verify) to ensure timely submission and clearance prior to start of assignment.
• Monitored account aging regularly and followed up accordingly.
• Audited payroll process prior to transmission ensuring all necessary special bill and rate information was accurate prior to billing the client.
• Administered special projects and other duties assigned.
• Maintained compliance database, spreadsheets, and files.
• Summarized unresolved issues and communicated to upper management with recommendations.
• Managed compliance document control.
• Developed improvement and correction action plans to bring operations in line with requirements.
• Prepared and presented reports to upper management and audit team, covering issues and recommendations.