KRISTA BARNETT
Tampa,FL
Summary
Compliance professional with proven ability to navigate complex regulatory landscapes and support organizational integrity. Known for fostering collaborative team environments and consistently achieving compliance goals. Highly adaptable and reliable, with strong focus on attention to detail and analytical thinking.
Overview
2
2
Certification
Work History
Regulation E Compliance Specialist
Wise
11.2022 - Current
- Serves as the first line of defense for Compliance, contributing to the development and implementation of a framework for managing Regulation E cases within a non-US-based company
- Maintains a productivity average of 127%, consistently handling more cases than the SLA requirement
- Consistently contributes to process improvements such as developing and maintaining a comprehensive Knowledge Base resources on Regulation E to support interdepartmental teams and enhance operational efficiency
- Created and maintains a tool for Customer Support teams to use while working on cases, streamlining and simplifying Regulation E compliance
- Designs and delivers tailored training tools and programs to educate internal teams on Regulation E requirements, fostering regulatory awareness and best practices
- Leads and facilitates one-on-one and team-wide training sessions, effectively communicating complex regulatory concepts to ensure team proficiency
- Provides expert live advisory support to cross-functional teams for niche Regulation E and UDAAP cases, instilling confidence in the organization''s commitment to regulatory adherence.
- Conducts thorough reviews of customer support cases to validate regulatory compliance and identify potential areas for improvement
- Actively monitors customer support and complaint cases for potential Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) violations, mitigating risks proactively
- Maintains robust record-keeping systems that ensure accurate documentation of company-wide incidents to ensure compliance to regulatory requirements at all times.
Customer Support Agent
Wise
05.2022 - 11.2022
- Delivered exceptional customer service by efficiently resolving account-related issues, including password resets, personal information updates, and account registration inquiries, as well as promptly addressing delays and issues with transferring money
- Proactively educated customers, enhancing their understanding of account features and processes, and providing assistance across multiple communication channels (phone, email, and online chat)
- Managed a high volume of customer complaints and inquiries, ensuring prompt resolution and maintaining a steady workflow to meet service level goals
- Fostered strong customer relationships by actively building rapport and by quickly identifying root causes of customer issues, improving first-contact resolution rates and customer satisfaction
- Exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery, maintaining an average of 6 minutes per call and a QA score of 94%
- Provided mentoring and guidance to new team members for seamless integration into the customer support environment
Student Aid Financial Advisor
Saint Leo University
10.2021 - 05.2022
- Provided expert guidance to students on financial aid options, helping them navigate the application and decision-making process
- Assisted students with the financial aid sign-up, management, and renewal processes, ensuring timely and accurate completion
- Cultivated strong, trust-based relationships between the financial aid department and students, fostering a positive and supportive environment
- Consistently exceeded inbound and outbound call expectations, maintaining high productivity levels while ensuring quality and accuracy in each interaction
- Delivered personalized financial advice to students, ensuring they fully understood their aid options and responsibilities, resulting in higher student satisfaction and engagement
Education
LMT/Full Specialist -
Aveda Institute
Tampa, FL01.2017
Bachelor of Arts - Studio Art
University of South Florida
Tampa, FL01.2013
Skills
- Regulatory Compliance
- Risk Management
- Training and Development
- Complaint Resolution
- Policy Development
- Customer Relationship Management
- Team Building
- Leadership
- Effective Communication
- Advisory
Certification
- American Bankers Association - CERTIFICATE OF COMPLETION - Electronic Funds Transfer Act (Reg E)
- American Bankers Association - CERTIFICATE OF COMPLETION - Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) for Compliance Professionals
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Regulation E Compliance Specialist
Wise
11.2022 - Current
Customer Support Agent
Wise
05.2022 - 11.2022
Student Aid Financial Advisor
Saint Leo University
10.2021 - 05.2022
- American Bankers Association - CERTIFICATE OF COMPLETION - Electronic Funds Transfer Act (Reg E)
- American Bankers Association - CERTIFICATE OF COMPLETION - Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) for Compliance Professionals
LMT/Full Specialist -
Aveda Institute
Bachelor of Arts - Studio Art
University of South Florida
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