Tiffany Phillips
Phoenix,AZ
Summary
Results-driven financial services professional with over 15 years of expertise in fraud prevention, credit reporting, quality control, and consumer lending/collections compliance. Proven ability to manage high workloads while consistently delivering exceptional member service. Strong analytical skills combined with a commitment to maintaining compliance and enhancing operational efficiency. Adept at fostering positive relationships and driving initiatives that support organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Financial Data and Reporting Ops Representative
Bank of America
11.2023 - Current
- Reviewing and validation of IRS tax forms W-8 (Certification of Foreign Status), W-9 (Request for Tax Payers Identification Number), and Signature Cards for interest bearing accounts.
- Customer Service inquiries related to required tax forms for interest bearing accounts.
- Interest Adjustment Requests from various Bank of America operational departments
- Analyzed performance metrics to identify areas for process improvement and efficiency gains.
Consumer Lending Compliance Officer
Global Credit Union (Alaska USA FCU)
05.2022 - 06.2023
- Continued knowledge of Special Credits (Collections) and Consumer Lending operations, systems, services, procedures, workflows, and training materials.
- Completed multiple reviews and procedural changes related to the Consumer Financial Protection Bureau’s (CFPB) final rulings and guidance on Human Trafficking, Overcharging for Add-Ons, Pay-to-Pay Fees, Overdrafts, and Junk Fees.
- Due Diligence, Risk Assessments, and Marketing reviews
- Assisted Account Support in process change documentation related to member-requested credit limit decreases.
- Collaborated with Account Support in creating a Late Mark Removal Procedure for credit reporting guidelines. Per Regulation Z (Fair Credit Reporting Act), they recommended a policy and procedure in place so that all consumers are treated fairly and accurately.
- With the implementation of the Current Expected Credit Loss (CECL) and changes to how Troubled Debt Restructure (TDR) is reported, assisted with providing a proposed change to the TDR Policy to reflect the guidance given by Generally Accepted Accounting Principles (GAAP) and NCUA.
- Reviewed Defective Post-Repossession Notices to ensure the Credit Union complied with the Uniform Commercial Code (UCC).
- Reviewed the Rosenthal Debt Collection Practices Act to ensure the Credit Union complied with California’s addition to the Fair Debt Collection Act (FDCPA).
- Reports:
- Responsible for the annual NCUA Audit for Consumer Lending and Proforma Financial Statements.
- Responsible for quarterly review of the NCUA 5300 Call Report.
- Responsible for the Loss Allowance report that focuses on potential losses for Consumer Lending, Commercial Lending, and Mortgage Lending departments.
Consumer Lending Account Support Supervisor
Alaska USA FCU
08.2018 - 05.2022
- Supervised a team responsible for processing and responding to more than 1,500 Indirect and Direct Credit Bureau Disputes monthly, ensuring the Service Member Civil Relief Act (SCRA) is responded to on time regarding FCRA /SCRA guidelines and regulations.
- Ensured that the Officers who reported to me knew their expectations and what they wanted to work on to earn their next steps. Ensured that they received their Monthly/Quarterly Check-ins on time.
- Assisted with creating a process for processing Identity Theft Claims regarding credit reporting and ensuring the Credit Union complies with regulations.
- When the Pandemic started, I trained officers to process Impacted Member Assistance (IMA).
- From March 2020 until December 2021, I assisted with posting over 3,900 loan assistances while performing Supervisory duties.
- Responsible for accurately reporting substandard, paid ahead, and non-amortizing loans.
- Assisted Special Credits Compliance with testing and implementation of the new Extension process.
- Ensured the Critical Fields Report was reviewed monthly by pulling a 10% random sampling of Special Credits (Collections) transactional work.
SC Quality Control Officer II
Alaska USA FCU
06.2017 - 08.2018
- Perform Quality Control reviews of Special Credits for compliance with the policy and regulations. Monthly, the Quality Control Officer reviews at least 22 checklists to ensure policies and procedures are accurately being followed.
- Responsible for quarterly review of the NCUA 5300 Call Report.
- During a monthly review for loans, the Quality Control Officer would usually pull 10 sample Loan accounts for one checklist to review and then for overdraft review, another random sampling of at least 30 accounts to see the different types of collections efforts taken, i.e., Skip Tracing efforts, contact with the members and any promises to pay; to ensure that collectors are using all available tools at their disposal for collection efforts.
- Review of a random sampling of at least 40 loan accounts during the repossession process to ensure that the process was completed in a timely and cost-effective manner.
- Review of a random sampling of at least 10 different accounts for each Loan Amendment at the Control and the Amendment Team level.
- Provided written documentation of finalized reviews to management of findings and recommendations to correct common errors.
Senior Dispute Resolution Specialist I
Alaska USA FCU
11.2016 - 06.2017
- Thorough knowledge of Regulation E, VISA, and NACHA dispute guidelines.
- Resolved member disputes efficiently through thorough investigation and analysis of case details.
- 12 Queues that were required to be managed among 15 plus specialists: Pending Transactions, Represent Deadline, Process Chargeback, Merchant Credit, Member/Merchant Contact, Financials, Documentation Needed, Pre-arbitration, Provide and Reverse Provisional Credit, Investigation, and MRMS.
- Handle escalated disputes to ensure prompt resolution.
Education
Bachelor of Arts - Justice
University of Alaska Anchorage
Anchorage, AKSkills
- Ability to organize, prioritize, and work under pressure with high workloads and deadlines
- Ability to handle multiple projects with multiple teams and deadlines
- Ability to guide others so that policies, laws, and procedures are followed in compliance with lending and collection activities
- Ability to see trends when reviewing an account for compliance concerns or processing questions
- Microsoft Office knowledge
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
Certification
Credit Union Compliance Expert, CUCE, Credit Union National Association, October 2022
Timeline
Financial Data and Reporting Ops Representative
Bank of America
11.2023 - Current
Consumer Lending Compliance Officer
Global Credit Union (Alaska USA FCU)
05.2022 - 06.2023
Consumer Lending Account Support Supervisor
Alaska USA FCU
08.2018 - 05.2022
SC Quality Control Officer II
Alaska USA FCU
06.2017 - 08.2018
Senior Dispute Resolution Specialist I
Alaska USA FCU
11.2016 - 06.2017
Bachelor of Arts - Justice
University of Alaska Anchorage