MICHELLE DEAN
Banking Operations And Compliance Professional
Porter Ranch,California
Summary
Experienced financial services professional with 28 years in the industry, specializing in banking operations and regulatory compliance. Expertise in developing and managing complaint management programs to ensure regulatory adherence and enhance the customer experience. Proven ability to navigate complex compliance requirements while driving operational efficiency and risk mitigation.
Overview
27
27
years of professional experience
2004
2004
years of post-secondary education
Work History
Associate, Fair & Responsible Banking Manager
Jenius Bank, a Division of SMBC MANUBANK
01.2023 - Current
- Oversee complaint management program in the commercial and consumer digital banking spaces
- Develop and implement policies and procedures to strengthen complaint handling and reporting
- Monitor trends and root cause analysis to drive process improvements and regulatory adherence
- Collaborate with cross-functional teams to enhance risk controls and governance frameworks
- Provide guidance to first line of defense on complaint resolution and best practices
Vice President, Compliance Officer
U.S. Bank
01.2012 - 01.2023
- Oversee complaint management program in the commercial and consumer digital banking spaces
- Develop and implement policies and procedures to strengthen complaint handling and reporting
- Monitor trends and root cause analysis to drive process improvements and regulatory adherence
- Collaborate with cross-functional teams to enhance risk controls and governance frameworks
- Provide guidance to first line of defense on complaint resolution and best practices
- Managed team within Executive Customer Relations ('Office of the President') performing quality control reviews of outgoing deposit and mortgage related customer complaints
- Developed reporting and root cause analysis for executive level and regulatory complaints
- Managed internal help desk addressing procedural questions from branch personnel
- Tracked deposit-related issues and MRAs, ensuring timely closure, trend identification, and leadership reporting
- Reviewed escalated customer complaints for regulatory impact, trends, and reporting
- Oversaw Compliance Monitoring Program for nine business lines
- Prepared reporting for executive leadership and regulators
- Served as Corporate Secretary for the Deposit Compliance Committee
- Developed and managed workflow for review of risk assessments
- Updated policies and procedures to align with regulatory requirements
- Deposit Compliance point of contact for enterprise-wide business continuity and record retention program
Vice President, Project Consultant
Bank of America
01.2004 - 01.2012
- Managed team within Executive Customer Relations ("Office of the President") performing quality control reviews of outgoing deposit and mortgage related customer complaints
- Developed reporting and root cause analysis for executive level and regulatory complaints
- Managed internal help desk addressing procedural questions from branch personnel
Operations Manager
JP Morgan Chase
01.1998 - 01.2004
- Designed training, communicated system enhancements to branch and call center personnel
- Authored first line procedures as part of digitization effort
Education
Bachelor of Science - Consumer Affairs
California State University
NorthridgeSkills
Regulatory Reporting and Analysis
Data Quality Assurance
Collaborative Teamwork Across Functions
Executive Reporting Skills
Clear Communication
Policy Development
UDAAP Compliance Expertise
Oversight and Support
Timeline
Associate, Fair & Responsible Banking Manager
Jenius Bank, a Division of SMBC MANUBANK
01.2023 - Current
Vice President, Compliance Officer
U.S. Bank
01.2012 - 01.2023
Vice President, Project Consultant
Bank of America
01.2004 - 01.2012
Operations Manager
JP Morgan Chase
01.1998 - 01.2004
Bachelor of Science - Consumer Affairs
California State University
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