Summary
Overview
Work History
Education
Skills
Timeline
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Matt Eisenmenger

Summary

Diligent compliance professional with a strong foundation in compliance management and policy enforcement, skilled in developing and implementing comprehensive compliance programs that ensure strict adherence to regulatory requirements. Proven track record in conducting thorough risk assessments and implementing effective mitigation strategies, demonstrating an ability to navigate complex regulatory landscapes. Exceptional analytical and problem-solving skills contribute to identifying potential compliance issues and devising innovative solutions. Committed to fostering a culture of integrity and accountability within organizations while driving continuous improvement in compliance practices.

Overview

13
13
years of professional experience

Work History

Sr. Compliance Analyst

Cross River Bank
08.2021 - Current
  • Regulatory Complaints Oversight
  • Manage and reviewed regulatory complaints from partner Fintech companies, ensuring timely and appropriate responses to state and federal regulators.
  • Complaint Monitoring
  • Conducted monthly reviews with partners to analyze complaint volumes and trends utilizing a risk based approach. Gathered all trend data to put together clear reporting for upper management identifying the high risk trends found within complaints.
  • QA Monitoring Oversight
  • Conducted thorough evaluations of partner Fintech companies' QA processes through monthly interactions, reporting potential issues and recommending improvements to upper management.
  • Policy and Procedure Development
  • Utilized the trend analysis from complaints and QA reviews to identify potential process gaps, training issues, systemic issues to make recommendations whether bank internal or with our partnering Fintech companies. Worked cross functionally with internal and external stakeholders to ensure proper corrective action has taken place when issues are identified.

Senior Compliance Analyst - Exams, Complaints, issue management

Dollar Financial Group
03.2019 - Current
  • Regulatory Exam Management Oversight
  • Conducted thorough regulatory examinations in collaboration with stakeholders and state/federal regulators across the United States and Canada.
  • Compiled and reported findings, ensuring compliance with established regulations by working with various stakeholders to remediate each finding.
  • Complaints Management Oversight
  • Enhanced the performance of customer contact channels by implementing policies to minimize complaints.
  • Coordinated with cross-departmental teams to ensure prompt and accurate resolutions.
  • Provided detailed reports to leadership, identifying trends and root causes.

Compliance Analyst - Collections

Dollar Financial Group
02.2017 - Current
  • Conducted monthly compliance audits for collection agents and management to ensure adherence to industry standards, including the Fair Debt Collection Practice Act and the Dodd-Frank Wall Street Reform and Consumer Protection Act.
  • Developed and analyzed detailed reports identifying risk factors such as bankruptcy, credit counseling, and issued cease and desist notifications to minimize company risk.
  • Trained new collectors on regulations and procedures to enhance compliance and performance.

Customer Relations Manager

Apple Inc.
09.2013 - 02.2017
  • Assisted with managing virtual iOS support agents, focusing on monitoring team KPIs, leading weekly QA training sessions, and optimizing performance and customer satisfaction. Worked with training and development to improve agent skills and conducted comprehensive training for new hires.

Customer Service Representative

ZAGG Inc.
08.2012 - 09.2013
  • Provided customer support for ZAGG Inc., handling warranty replacement requests, processing returns, and fulfilling orders. Expertise in troubleshooting for ZAGG and iFrogz electronics, as well as managing mail-in returns such as warranty and refund requests.

Education

Certification - Project Management

University of Adelaide
01.2020

Diploma - undefined

Charles City High School
01.2009

Skills

  • Regulatory oversight
  • Proficient in Microsoft Office
  • Conducting internal audits
  • Project oversight
  • Team leadership
  • UDAAP
  • Fair Debt Collection Practice Act
  • Issue resolution analysis
  • Supervisor
  • Compliance reporting
  • Analysis skills
  • Strong organizational abilities
  • Project coordination
  • TILA
  • Policy Development
  • Google Suite
  • Microsoft Excel
  • CFPB Regulations
  • Microsoft SharePoint
  • Leadership
  • FTC Regulations
  • Risk management
  • Contact center
  • Anti-money laundering
  • Reg Z
  • Financial services
  • Program Management
  • Process Improvement
  • TCPA
  • Internal Controls
  • Root cause analysis
  • Bank Secrecy Act
  • Communication skills
  • FCRA (8 years)
  • Process Improvement
  • Banking
  • Issue management
  • Management
  • Microsoft PowerPoint
  • Quality Assurance
  • Customer Service
  • Compliance
  • Regulatory expertise
  • Documentation review
  • Policy analysis
  • Compliance monitoring
  • Data privacy
  • Internal controls
  • Audit management
  • Adobe acrobat
  • Documentation skills
  • Reporting skills
  • Corrective action plans
  • Corrective actions
  • Project management
  • Training delivery
  • Due diligence
  • Compliance
  • Operations support
  • Investigations expertise
  • Paperless environments
  • Compliance protocols
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Excellent communication
  • Team leadership
  • Active listening
  • Effective communication
  • Data entry
  • Risk identification
  • Employee training
  • Quality control

Timeline

Sr. Compliance Analyst

Cross River Bank
08.2021 - Current

Senior Compliance Analyst - Exams, Complaints, issue management

Dollar Financial Group
03.2019 - Current

Compliance Analyst - Collections

Dollar Financial Group
02.2017 - Current

Customer Relations Manager

Apple Inc.
09.2013 - 02.2017

Customer Service Representative

ZAGG Inc.
08.2012 - 09.2013

Diploma - undefined

Charles City High School

Certification - Project Management

University of Adelaide

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Matt Eisenmenger