Keona Eldridge
Middletown,DE
Summary
Offering twenty-three years achieving success in banking industry with priority on driving business growth. Self-motivated individual with the ability share that motivation with teammates to consistently exceed goals. Ready to thrive in a work environment that drives performance and achieves results. Looking for an opportunity to grow my analytical, efficient and thorough abilities.
Overview
11
11
years of professional experience
Work History
Senior Associate, Business Controls
Sallie Mae Bank
New Castle, DE
07.2023 - Current
- Collaborate with all levels of management in regular meetings to analyze challenges, propose solutions, and drive process improvements for business controls.
- Monitor trends to provide feedback to enhance processes.
- Execute targeted transactional testing, control reviews, which includes gathering data and documentation needed to perform testing. I am able to ensure that agents are following proper procedures and policies.
- Analyze data and create reports for senior management.
- Exemplify leadership by optimizing work processes and providing training to colleagues.
- Identify control deficiencies, assess their root causes, and develop remediation plans. Monitor progress and ensure timely resolution.
Senior Specialist, Quality Risk and Reporting
Sallie Mae Bank
New Castle, DE
07.2022 - 07.2023
- Manage Ad-hoc requests from leadership to ensure timely and accurate responses.
- Assist with FDIC audit request and completing targeted testing to accommodate the growing demands on the first line of defense compliance team.
- Prepares monitoring and reports for peers
- Performs call monitoring assessments of the overall collections effectiveness against prescribed Quality and Compliance Standards.
- Participate in special projects under leaderships guidance, as assigned, as regulatory and security compliance testing subject matter expert.
- Analyze data, provides insights on trends, make recommendations and tracks for remediation efforts.
- Stay abreast of regulatory changes, new laws and industry best practices.
Quality Risk & Reporting Operational Assurance
Sallie Mae
Newark, DE
07.2017 - 07.2022
- Trained and mentored five new Quality Risk Specialist additions to the team and continued to provide ongoing support to those team members.
- Developed and implemented the standard Compliance New Hire training that is currently used for all collection employees.
- Organized and facilitated all aspects of the recognition program.
- Analyzed data and review calls to identify potential compliance risk.
- Assisted with targeted transactional testing, and control reviews as needed, includes gathering data and documentation needed to perform testing. I am able to ensure that agents are following proper procedures and policies.
- Effectively communicate testing results to Compliance Business areas.
- Managed Ad-hoc requests from leadership to ensure timely and accurate responses.
- Effectively tracked data, risk issues and trends to provide regular updates to management.
- Assisted with FDIC and OCA audit requests to accommodate the growing demands on the first line of defense compliance team.
- Maintained solid knowledge of and comply with all federal and state laws and regulations governing collections including FDCPA, Privacy Act, FCRA, this also includes company policies & procedures.
- Conducted onboarding compliance training for the new employees.
Collections Account Manager
Sallie Mae
Newark, DE
10.2012 - 06.2017
- Selected for a task force within the processing department.
- Achieved assigned goals for 30 Day, 60 Day, 90 Day, and Charge Off work groups.
- Ensure updated demographics and financial information on each call, negotiated the best possible arrangements for each customer.
- Maintained clear, concise and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications.
- Used skip-tracing tools to locate the customer in the most efficient manner by using systems such as ECS, Accurint, and Clearinghouse.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Created repayment plans based on account holders' financial status and repayment abilities.
Education
High School Diploma -
William Penn High School
New Castle, DE06.2002
Skills
- Excel
- FDR
- LiveVox
- Microsoft Word
- Power BI
- Salesforce
- PowerPoint
Timeline
Senior Associate, Business Controls
Sallie Mae Bank
07.2023 - Current
Senior Specialist, Quality Risk and Reporting
Sallie Mae Bank
07.2022 - 07.2023
Quality Risk & Reporting Operational Assurance
Sallie Mae
07.2017 - 07.2022
Collections Account Manager
Sallie Mae
10.2012 - 06.2017
High School Diploma -
William Penn High School
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