Terri Jeffries

Work with Federal Regulators and internal business executives to ensure policies, procedures and business controls are properly designed to meet all federal regulations and requirements.

Serve as lead examiner and coordinator for various exams to include: OCC, CFPB, Federal Reserve Bank, RCSA (Risk and Control Self Assessment, COSO (Committee of Sponsored Organizations), Internal Audit and Internal Testing and Validation.

Complete detailed reviews and analysis of internal controls to validate the controls are designed and functioning as intended as well as conforming to any applicable regulations. Complete thorough and detailed written responses for each review to be shared with business leadership.

Prepare and present final reports for each exam to executive leadership. Final reports include a summary of all control and procedures reviewed and the outcome of these reviews.

Detail and create any necessary corrective actions and work directly with Issue Management and Change Management leadership to ensure any risks and gaps are remedied. This includes creating or modifying internal controls, updating policy and procedures, performing remediation when required and conducting follow up testing to verify processes are now working as intended.

Serve as a leader on the team which includes: assigning new exams to less senior team members, reviewing team members audit and exam responses to ensure the response is factually accurate and free of any spelling and grammatical errors and serve as oversight on exams to ensure all exams are on course to complete within the timeline provided and senior leadership is kept abreast of any potential issues or concerns.

Develop audit and exam plans which includes: determining high risk process and controls are fully reviewed on an annual basis, determine audit scope and population based on process risk level and determined risk appetite for the process or control.

Create and present monthly decks which detail any open exams along with completed exams year to date. Provide detailed summary of any identified or potential risks or issues.

Hold calls with executive level leadership to discuss high visibility audits and develop appropriate course of action to prepare for responses to regulator inquires.

Built a team of 65 team members to address an increase in customer inquires and complaints. This included hiring and training qualified staff and bringing online a new system of record to house all customer complaints.

Developed reporting to track volume of complaints, complaint types, impacted regulations and trending within lines of businesses.

Worked alongside leadership within the credit card, customer service, checking and savings, home mortgage and equity, personal lines and loans and auto financing businesses to ensure all complaint handling procedures were detailed and accurate and adequate training was provided to all team members.

Created and presented monthly leadership decks which detailed complaint volumes, trending, call handling timelines and adherence with established service level agreements.

Worked with executive level leadership to determine the root cause of complaints and address these issues through process changes, additional training and system upgrades.

Independently designed risk assessments and risk identification guidelines for a newly created second level review team within Home Mortgage.

Trained management and team members how to properly complete the risk assessment and performed detailed secondary reviews of assessments.

Created and and shared monthly leadership decks which included: review volumes, review findings and projections.

Built internal SharePoint site to house all procedures, reviews and volumes to ensure management had one central source of information.

Held bi-weekly call with leadership to discuss any findings or concerns discovered and provided detailed plans for remediation.

Created training plan to ensure all team members were crossed trained to ensure ability to meet all service level agreements.