Nicol A Jacobs
Townsend,DE
Summary
Detailed Compliance Manager bringing years of expertise in regulatory compliance, audit procedures, project oversight and risk management. Excellent history of delivering effective leadership and training to support staff development. Collaborates well with team members, senior leaders and external parties to meet goals and optimize internal policies, procedures and regulatory compliance. Well-versed in conducting thorough assessments of operations, devising process improvement strategies and building cohesive, successful teams.
Overview
17
17
years of professional experience
Work History
Compliance Manager, Vendor Management
Sallie Mae
Newark, DE
05.2023 - Current
- Developed and implemented policies and procedures to ensure compliance with applicable laws, regulations, standards, and best practices.
- Conducted internal audits to identify areas of non-compliance and recommend corrective actions.
- Provided guidance on complex regulatory issues to senior management and other departments.
- Created reports outlining compliance activities for executive leadership review.
- Maintained detailed records of all compliance related activities.
- Performed research on current industry trends and developments in order to remain up-to-date on best practices.
- Served as a primary contact with regulators during external audit reviews.
- Reviewed contracts for accuracy and ensured they meet corporate objectives while adhering to applicable law and regulation.
- Analyzed data sources such as financial statements or customer feedback surveys to identify areas where additional oversight is needed.
- Implemented improved strategies for regulatory compliance, control testing and process operations.
- Executed successful compliance monitoring and risk assessment programs.
Compliance Manager
SallieMae
New Castle, DE
06.2019 - 05.2023
- Implemented improved strategies for regulatory compliance, control testing and process operations.
- Collected, tracked and organized data to evaluate current business trends.
- Collaborated with leadership to devise strategies to improve processes and risk controls as well as execute new systems and best practice guidelines.
- Closely monitored infraction tracking system for accuracy and effectiveness.
- Completed internal and external audits according to established procedures.
- Developed departmental goals and standards in line with supporting organization's mission and strategic vision
- Created and managed training classes to educate new hires and existing employees about compliance concerns.
- Provided extensive training to newly hired employees and explained corporate policies and processes, helping to educate each on job duties and daily tasks.
Operational Risk Oversight Analyst, Senior
Sallie Mae
New Castle, DE
04.2018 - 06.2019
- Complete monthly testing around risk areas to ensure appropriate disclosures are read, relevant regulations are adhered to, bank policies & procedures are followed. Test all strategies, letters, and miscellaneous processes to ensure they’re working correctly.
- Provide testing results, observations, and recommendations to Credit Bureau Management, Fraud Retail, QA & Personal Loan management on a timely basis
- Assist with the development and implementation of the new testing process within the Personal Loan business area
- Identify gaps within policies and procedures, and how that may differ from practices on the floor.
- Provide compliance related recommendations to the education team as needed.
- Participate in internal and regulatory audits to obtain satisfactory results, while providing requested information to auditing bodies to complete audits.
Quality Risk & Reporting Specialist
Sallie Mae
Newark, DE
08.2015 - 04.2018
- Participate in on going compliance testing to ensure that established controls remain working as intended.
- Monitor collections practices and see that all collectors are adhering to established policies and procedures.
- Gather data from testing activities completed by the entire QRS team and communicate the results clearly to all associated parties.
- Review all ad-hoc requests from collection's management and 2nd LOD compliance in a timely manner and provide the feedback to the requesting party.
- Help identify trends and provide analysis to mitigate further risks, when appropriate meet with appropriate parties to ensure the matter receives immediate attention.
- Consistently review new hire training materials and all desktop procedures and provide compliance related recommendations as needed.
- Recognize individuals monthly for exceeding compliance performance standards.
- Assist with the new hire compliance matrix presentation to foster an atmosphere of compliance awareness with all new collectors.
- These presentations solidify our desire for partnership with operations, creates a positive collaboration and gives new employees a point of contact when navigating new policies and procedures.
Fraud Prevention Specialist
Sallie Mae
Newark, DE
10.2014 - 08.2015
- Ensure that the business and the customers are protected from any risks and losses by reviewing applications/documents and rendering appropriate fraud decisions within policy guidelines and compliance regulations.
- Achieving individual goals, following call path, translating documents and assisting with Bilingual calls.
Collection Specialist
Sallie Mae
Newark, DE
03.2013 - 09.2014
- Responsible for performing collection activities to recover losses from assigned accounts.
- Provide rapid solving arrangements to assure delinquency gets resolve.
- Quick problem solving to customer's inquiries and/or complaints.
- Utilizing skip tracing tools, reviewing credit bureau reports and loan application to locate customers.
- Continually achieved quality assurance scores while following federal, state, local and company guidelines.
- Loan Adjustor-Closed End Collections.
Collections Specialist
Wilmington Trust Company
Wilmington, DE
06.2008 - 09.2011
- Responsible for handling account queues ranging from 5 days' delinquent to repossession.
- Communicating with debtors about their auto loan, personal loan, RV loan and home equity loans delinquencies.
- Providing rapid solving arrangements to assure delinquency gets resolve.
- Utilizing skip tracing tools, reviewing credit bureau reports and loan application in order locate customers.
- Coordinate and process request for voluntary or involuntary repossession.
- Work with insurance companies on total losses and attorneys once notified a customer has passed away.
- Meet monthly delinquency goals, follow call path and maintaining a weekly productivity call requirement.
- Assist with bilingual customer's and provide excellent customer service.
Call Center Representative
Wilmington Trust Company
Wilmington, DE
03.2007 - 05.2008
- Providing customers information regarding the bank's products and services.
- Provide quick problem solving to customer's inquiries and/or complaints.
- Cancel or upgrade accounts, order customers check or new debit cards.
- Inform customer of deals and promotions.
- Help all areas of the bank with Spanish speaking customers.
Education
Certificate - Certified Regulatory Vendor Program Manager
Compliance Education Institute
08-2023
Some College (No Degree) - Compliance Certificate Program
Wilmington University
New Castle, DE05-2021
High School Diploma -
Newark High School
06.2005
Some College (No Degree) - Business Management
Del Tech Community College
Wilmington, DESkills
- FDR
- CMC
- Speedpay
- ECS
- OMS
- Clearing House
- Innovis
- E-Oscar
- PolicyTech
- Net Image
- Corepro
- IC Business Manager
- LiveVox
- Archer
- Salesforce
Timeline
Compliance Manager, Vendor Management
Sallie Mae
05.2023 - Current
Compliance Manager
SallieMae
06.2019 - 05.2023
Operational Risk Oversight Analyst, Senior
Sallie Mae
04.2018 - 06.2019
Quality Risk & Reporting Specialist
Sallie Mae
08.2015 - 04.2018
Fraud Prevention Specialist
Sallie Mae
10.2014 - 08.2015
Collection Specialist
Sallie Mae
03.2013 - 09.2014
Collections Specialist
Wilmington Trust Company
06.2008 - 09.2011
Call Center Representative
Wilmington Trust Company
03.2007 - 05.2008
Certificate - Certified Regulatory Vendor Program Manager
Compliance Education Institute
Some College (No Degree) - Compliance Certificate Program
Wilmington University
High School Diploma -
Newark High School
Some College (No Degree) - Business Management
Del Tech Community College
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