Elena E. Satterfield
Quality and Compliance Manager, Consumer lending
Tampa, FL · (813) 555 0141 · name@example.com · linkedin.com/in/elenaesatterfield
Key Qualifications
EXPERIENCE
Twelve years in consumer lending service centers, five leading quality and compliance
INDUSTRIES
Consumer lending, credit cards, deposit servicing
SPECIALTIES
Call monitoring, complaint response, calibration, regulatory call handling
SYSTEMS
Verint, Genesys Cloud, Salesforce Service Cloud, Qualtrics, Tableau
CREDENTIALS
Certified Regulatory Compliance Manager, American Bankers Association
EDUCATION
Bachelor of Science in finance, University of South Florida
Executive Summary
Quality and compliance manager for a consumer lending contact center, running call monitoring for four hundred representatives and owning the complaint response process. Twelve years in financial services service centers, the last five holding the line where regulatory requirement and everyday call handling meet.
Signature Achievements
- Rebuilt the quality monitoring form around three outcomes the business actually cares about, which lifted the correlation between monitoring scores and customer satisfaction from weak to strong within two quarters.
- Closed every Consumer Financial Protection Bureau complaint inside the fifteen day response window for eleven consecutive quarters.
- Cut repeat complaints on payment posting by forty one percent after tracing the pattern to one line in the collections talk track.
- Brought disclosure delivery accuracy from eighty two percent to ninety seven percent across four hundred representatives in nine months.
- Led the call recording consent review that corrected handling in the eight two party consent states in the lending footprint.
- Trained every supervisor on Telephone Consumer Protection Act call time and consent rules, with zero related findings in the last two internal reviews.
Professional Experience
Quality and Compliance Manager
Gulfstream Consumer Lending, Tampa, FL 2021 to present
Quality and compliance for a four hundred seat lending and servicing contact center operating in nineteen states.
- Lead five quality analysts monitoring twelve hundred calls a month across origination, servicing and collections queues.
- Own the complaint response process from intake through regulator reply, including root cause write ups for the risk committee.
- Run monthly calibration with operations leaders and analysts so a call scores the same whoever listens to it.
- Review marketing and servicing call scripts before release against consent, disclosure and fair treatment requirements.
- Report quality trends, complaint themes and monitoring coverage to the chief risk officer each month.
Senior Quality Analyst
Bay Harbor Credit Services, Saint Petersburg, FL 2018 to 2021
Monitoring and coaching support for a two hundred seat card servicing center.
- Monitored calls, wrote coaching notes and sat with supervisors while they delivered the feedback.
- Built the first complaint coding taxonomy the center used, replacing free text notes that no one could report on.
- Prepared monitoring evidence for two client audits and one state examination.
Customer Service Representative and Team Coach
Suncoast Deposit Partners, Tampa, FL 2014 to 2018
Deposit servicing queue answering balance, dispute and fraud claim calls.
- Handled deposit and dispute calls with a personal quality average above ninety two percent.
- Coached a pod of eight representatives on dispute documentation and hold time habits.
- Volunteered on the calibration panel, which is how the quality work started.
Licensure and Certification
Certified Regulatory Compliance Manager, American Bankers Association, 2020
Member, Association of Certified Financial Crime Specialists
Education
Bachelor of Science in finance, University of South Florida, 2014
Core Skills
Call monitoring · Complaint response · Calibration facilitation · Regulatory call handling · Root cause analysis · Script review · Verint · Analyst coaching · Audit preparation · Risk reporting