At Wells Fargo, I perform Second Line of Defense reviews of consumer complaints, business-policy adherence, risk mitigation, and controls. I evaluate complaint resolutions against UDAAP, TILA, RESPA, GLBA, ADA, Elder Abuse, and other applicable requirements, while validating SAR and UAR documentation with Privacy, Legal, and AML/BSA teams.
I've improved complaint QA workflows adopted enterprise-wide, reducing duplicate effort and improving case-handling efficiency by 30%. As a regulatory compliance and complaint QA SME, I designed a training template that reduced repetitive errors by 25% and strengthened regulatory tagging consistency, audit accuracy, and governance.
