SOULETTE ROBERTS-CHANCE

A dynamic individual with more than 24 years of corporate experience. Strong background and experience in compliance, audits, and regulatory analysis. Exemplary knowledge of in contract interpretation, and creation of policies and standard operating procedures. Background in project management, customer service and financial services. Strong leader and professional, who will listen, observe, and execute. Leader by example with the intention to motivate. Seeks opportunities to better the business and make process improvements. Easily adapts to change and always eager to learn. An exceptional team collaborator driven to make the Business and Customer experience the best it can be.

CAREER COMPENTENCIES:

CORPORATE COMPLIANCE ∎ REGULATORY COMPLIANCE ∎ MEDICAL COMPLIANCE ∎ AUDIT ∎ QUALITY CONTROL ∎ BUSINESS ANALYSIS ∎ POLICY & PEOCEDURE WRITING ∎ CUSTOMER SERVICE ∎ FINANCIAL SERVICES ∎ MORTGAGE ∎ PROJECT MANAGEMENT ∎ CONTRACT REVIEW ∎ TRAINING ∎ MANAGEMENT ∎ PRIVACY ∎ BANKING ∎ CARD SERVICING ∎ PCI ∎ FINTECH ∎ RISK & CONTROL ∎ FAIR LENDING

o Provided in classroom and on the job training to new hires
o Mentored/up-trained representatives placed in re-training
o Provide coaching and feedback to representatives and trend analysis to supervisors to show results and/or improvements
o Documented day-to-day procedures and was responsible for implementing new procedures and updating outdated ones
o Implemented strategies to help reduce inventory and build teamwork across departments.
o Created project team to introduce techniques and created new inventory management program
o Managed team during transition of team leaders
o Involved with operations training in the review and updating of training materials for new hire training classes
o Participated in Leadership Readiness process to become a manager
o Trained teams of individuals located at the American Express India in for Business Self Testing and Regulatory Compliance India for Migration of processes. – Compliance testing for Regulatory Compliance Issues, the NICE Call Monitoring System and Common Call BST Testing Guidelines, and Privacy.
o Trained Business Self Testers on the RECON procedural and regulatory Card Payment Guidelines
o 2011-VP of Membership for American Express Master Communicators (TOASTMASTERS)
o Completed class to become a Certified Associate Project Manager
PROJECT INVOLVEMENT:

o Quality Control / Compliance Testing Migration to Offshore
o Regulation E – Policy and Procedure Implementation and Training Project
o Unidentified Payment Research System Update/ UAT Testing/Implementation Project
o Compliance Business Self-Assessment Testing Implementation
o Business Self-Assessment Training for AESCI
o NICE Call Recording System Implementation Project - Payment Department
o Payment Research and Accounting Services (PRAS) Customer Care Professional - Outbound Email Project
o Dispute Handling System / Complaint Processing Rules Updates for PRAS
o URAC Accreditation Project
o Louisiana Request for Proposal (RFP)/ Policy Procedures Design and Implementation
o Making Homes Affordable (MHA) Investor Reporting Remediation Project
o BANA GO GREEN – Customer Complaint/Compliance Testing Initiative
o Third Party Partner Approval and Renewal Compliance Project
o Partner Tracking and Alignment Project.