Londa Jennings

• Identify population of complaints that require root cause analysis to eliminate risk to the business
• Conduct document findings of the review and coordinate with the appropriate business processes
• Identify techniques that can be used to analyze the root cause of the business issue
• Conduct deep dive assessments to understand what caused the complaint and recommend solutions for improving the overall customer experience
• Consult with leadership teams when preparing to report analysis findings
• Risk Control Self Assessment (RCSA) temporary assignment (March 2023 - September 2024):

- Effectively identify, evaluate, and manage specific controls to mitigate compliance risks to the RAU (Risk Assessable Unit) and determine control effectiveness

- Prioritized resource decisions and actions

- Ensured that several components within the RCSA lifecycle were carried out and fulfilled within the required timeframe

• Reviewing and analyzing data, reports and case trends and recommending changes to reduce negative customer impacts
• Conducting intake to determine appropriate course of action; conducting investigative steps to fully identify the issue
• Consulting with Compliance to help mitigate risk to the Bank
• Researching product information, terms, conditions, contracts as well as incoming correspondence in accordance with external and internal policies and procedures
• Supporting projects; system testing and procedure writing
• Creating professional, compliant and customer friendly correspondence
• Partnering with others to advocate for customer needs and escalating complaints appropriately
• Conducting weekly and/or monthly team meetings, one on one meetings, as needed by management
• Assigning work to employees based on current workloads; flexing to customer and department needs
• Reviewed quality of department employee's work and provided feedback as needed
• Participated in panel interviews in hiring of department employees
• Assisted manager with yearly performance feedback
• Approving weekly timecards and Paid Time off requests

• Conducted intake to determine appropriate course of action; investigative steps to fully identify the issue
• Researched product information, terms, conditions, contracts, and incoming correspondence in accordance with external and internal policies and procedures
• One on one coaching. Reviewed the qualify of department employees work and provided feedback as needed
• Assigned work based on current workloads; flexing to customer and department needs
• Consulted to with Compliance to mitigate risk to the Bank
• Training of off-site and on-site employees
• Reviewed and analyzed data, reports and case trends and recommending change to reduce negative customer complaints
• Conducted occasional weekly and/or monthly team meetings, one on one meetings as needed by management

• Assisted customers (via inbound and outbound telephone calls) with questions regarding their new and existing student loans
• Taking phone applications for new student loan customers