Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
Open To Work

Nicole Wilson

Smyrna,DE

Work Preference

Desired Job Title

Collections Team LeadCommunity Liaison/Movement CoachClient Invoicing AssociateAssociate Anti-Money Laundering (AML) InvestigatorProgram Coordinator

Work Type

Full Time

Location Preference

HybridRemote
Location: Smyrna, DEWilmington, DEPhiladelphia, PAMedia, PA
Open to relocation: Yes

Salary Range

112000/yr - 200000/yr

Summary

Quality Assurance Compliance Risk Management Collaborative, adaptable, and influential leader with 10+ years of experience and a proven track record of leading cross-functional global teams to mitigate risks and ensure compliance with regulatory standards. Expertise in ensuring stakeholder alignment, evaluating data, and driving continuous improvement to enhance the effectiveness of risk management programs. Adept at developing strategic initiatives, fostering collaboration, and implementing solutions that strengthen organizational compliance and operational resilience.

Overview

17
17
years of professional experience

Work History

Collections Team Lead

Sallie Mae
Newark, DE
11.2025 - Current
  • Lead and manage a high-performing team of collectors in a fast-paced, metric-driven environment, driving productivity, quality, resolution rates, and compliance adherence.
  • Serve as a floor leader by maintaining workflow continuity, answering escalated questions, and ensuring daily operations run smoothly.
  • Provide real-time coaching and performance feedback through call monitoring, account handling reviews, and daily observation of team activity.
  • Conduct frequent side-by-side training sessions, call reviews, and account audits to reinforce expectations, strengthen skill development, and elevate individual performance.
  • Ensure strict compliance with regulatory and internal quality standards while promoting strong customer outcomes and consistent service delivery.
  • Analyze team performance data, identify trends, and implement targeted training strategies to optimize productivity and support departmental goals.
  • Support hiring initiatives for collections agents, including attending career fairs, screening candidates, and conducting interviews for applicants in both Delaware and Indiana.

Community Liaison/Movement Coach

Pretty Girls Jog
Philadelphia, PA
01.2025 - Current
  • Drive strategic partnerships and cross-functional collaboration with community organizations, healthcare advocates, and local agencies to improve wellness engagement and program delivery—mirroring vendor and stakeholder coordination within corporate benefits operations.
  • Oversee end-to-end program delivery for bi-weekly wellness initiatives, including scheduling, logistics, and communications—ensuring accuracy, compliance, and participant satisfaction comparable to managing employee enrollment processes.
  • Lead operational planning and process improvement by analyzing participation data, optimizing workflows, and implementing scalable community event models that reduced turnaround time by 25%.
  • Supervise and coach a small, high-performing team of volunteers and coordinators, fostering accountability, communication excellence, and goal alignment—transferable to managing analyst teams in a corporate environment.
  • Develop and maintain performance dashboards and reporting frameworks to monitor engagement metrics, budget adherence, and impact outcomes, leveraging Excel and cloud-based tools.
  • Design and execute community-facing communications for events, campaigns, and wellness resources, ensuring clarity, inclusivity, and alignment with organizational messaging standards.
  • Ensure compliance with local and state health and safety regulations, implementing documentation and control measures that align with corporate compliance and audit practices.
  • Lead special projects including health equity workshops and fitness challenges, coordinating multiple stakeholders to achieve project milestones and improve participant experience.

Client Invoicing Associate

BlackRock, Inc.
Wilmington, DE
01.2020 - 01.2025
  • Led client invoicing operations to ensure accuracy and efficiency in global billing processes; Spearheaded migrations from legacy systems by directing invoicing profiles transitions to a new billing system for the Americas team.
  • Skilled in supporting billing system enhancements and conducting UAT to optimize system performance enhancement processes.
  • Coordinated with cross-functional partners to streamline data reporting and ensure timely resolution of system discrepancies.
  • Served as a subject matter expert in global invoicing; Provides cross-training and coaching to enhance team performance and cultivate a culture of compliance across workflows, processes, and policies.
  • Led change management initiatives to mitigate risk exposure in billing operations; Implemented process improvements and optimized system integrations across global teams to enhance accuracy, efficiency, and compliance.
  • Drove stakeholder alignment during system transitions; Provided strategic guidance to support change adoption and equip global teams with the knowledge and tools.
  • Managed Risk & Governance for American Client Invoicing; Developed and standardized business processes that led to a 90% reduction in restatements.
  • Orchestrated monthly accrued financial data for BlackRock’s Global Revenues team; Streamlined processes and pinpointed inefficiencies to reduce reporting time by 15%.
  • Led product control management meetings by collaborating with stakeholders across Technology, Data Analytics, Design, Risk, and Audit to identify risk exposures, address control gaps, and implement risk mitigation strategies.
  • Championed strategic initiatives to enhance employee engagement, secure key donations, and build strategic partnerships; Strategically planned and executed programming to drive the organization's mission forward and maximize social impact.
  • Secured $48K+ in donations and increased volunteerism by 100% (2024).
  • Established a strategic partnership between BlackRock and Delaware State University to fortify talent pipelines and create internship opportunities for students within the organization.

Associate Anti-Money Laundering (AML) Investigator

JP Morgan Chase
Newark, DE
01.2017 - 01.2020
  • Conducted investigations into suspicious financial transactions to identify potential money laundering activities and ensure compliance with AML regulations.
  • Analyzed and reviewed large volumes of transaction data to detect irregularities; Translated insights to formulate strategic plans and share findings with leadership and key stakeholders.
  • Partnered with cross-functional teams to develop and implement strategies for mitigating risks associated with money laundering activities.
  • Prepared investigative reports by documenting findings and providing recommendations for further action to support regulatory reporting and enforcement efforts.
  • Ensured the integrity of operational risk controls by continuously monitoring, assessing, and enhancing control frameworks to identify vulnerabilities, mitigate risks, and maintain compliance.

Program Coordinator

Pathways to Success
Georgetown, DE
01.2015 - 01.2017
  • Spearheaded the coordination and execution of educational programs; Drove strategic alignment and ensured successful project outcomes through effective leadership and cross-functional collaboration.
  • Delivered educational support through tutoring, parent meetings, and collaboration with teachers, counselors, and advisors to ensure student success and alignment with academic and career goals.
  • Facilitated communication across various stakeholders, including educators and families to ensure full compliance with nondiscriminatory program requirements.
  • Led community outreach efforts related to a fair housing voluntary compliance agreement; Advocated for marginalized communities by identifying potential areas of concern and formulating effective solutions.
  • Implemented risk mitigation strategies that enhanced the operational effectiveness of education programs to drive continuous improvement and safeguard program integrity.
  • Monitored and tracked student academic progress by providing guidance and strategic planning for post-secondary education and career development.

Fraud Analyst

Bank of America
Newark, DE
01.2010 - 01.2014
  • Analyzed and identified root causes of fraudulent transactions; Implemented proactive fraud prevention strategies to protect company assets.
  • Evaluated business operations to identify vulnerabilities and mitigate potential fraud risks.
  • Developed and executed fraud detection approaches to strengthen security measures and reduce exposure to fraud.
  • Maintained records of fraudulent activity to ensure proper documentation for investigation and reporting purposes.
  • Delivered exceptional customer service to ensure a positive customer experience during fraud resolution.

Education

Bachelor of Science - Sociology, Criminal Justice

Delaware State University

Skills

  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), Adobe, JIRA, SaaS, Aladdin, Oracle, Quickbooks, WorkDay, JARVIS, KPI analysis, Trend analysis, VLOOKUP, Forecasting and reporting

Timeline

Collections Team Lead

Sallie Mae
11.2025 - Current

Community Liaison/Movement Coach

Pretty Girls Jog
01.2025 - Current

Client Invoicing Associate

BlackRock, Inc.
01.2020 - 01.2025

Associate Anti-Money Laundering (AML) Investigator

JP Morgan Chase
01.2017 - 01.2020

Program Coordinator

Pathways to Success
01.2015 - 01.2017

Fraud Analyst

Bank of America
01.2010 - 01.2014

Bachelor of Science - Sociology, Criminal Justice

Delaware State University

Similar Profiles

CREATE PROFILE
Nicole Wilson