Monica Rose is seeking a Compliance position with Sallie Mae, where she currently works as Compliance Manager. She has over 10 years of experience in managerial roles, including her current role where she reviews marketing materials, maintains policies and procedures, and monitors social media. Previously she managed a call center, partnered with various departments on initiatives, and ensured compliance with regulations. She has a degree in Service Management and experience developing employees, optimizing processes, and fostering productive relationships.

1. Monica Rose
Objective
Professional Manager with a strong record of positively developing employees and fostering solid productive
relationships that lead to robust results. Desiring to apply strong industry knowledge, education and experience in the
Compliance Department within Sallie Mae.
Experience
Sallie Mae | Newark, Delaware
Compliance Manager 11/2016- Present
 Review Marketing Collateral (Student Loan and Retail Deposit) for accuracy and provide approval
 Maintain Policies/Procedures related to job functions
 Complete Testing and Monitoring for Student Loan and Retail Deposit web pages
 Monitor Social Media platforms to ensure appropriate customer contact
Manager,Servicing Call Center / Business Support Manager 03/2014- 10/2016
 Complete testing for SOX, Non-SOX, ICE and MARC
 Partnered with Marketing to implement cross sell initiative in Servicing Call Center
 Partnered with Sales and Collections to increase consistency across customer facing departments to mitigate risk of providing
inaccurate information to customers (FAQ’s, Form Center, Letters & FDIC consistency project)
 Developed Senior/Executive Management and Board presentations to provide standing updates on key projects and initiatives
 Collaborate with Work Force Management on schedule optimization process and reporting
 Selected as subject matter expert to contribute in customer experience sessions and implementation of new processes (Forrester
Discovery Sessions, entering repayment communication, Customer satisfaction survey, Call Miner and Native Usability Testing)
 Point person to coordinate with HR for hiring (Member of hiring team, Coordinated interviews, Provided status updates)
 Point of contact for First Line of Defense, Second Line of Defense and Quality Team to update policies and procedures
 Actively participate in system development, UAT and implementation including: Evolve, eCS, OLS, Flex Station, Chat, Native App
and Calculators (ex. Repayment Options and Estimated Repayment Amount)
 Act as liaison between business and IT to ensure all access roles established with appropriate access
 Point person to gather all materials for FDIC, CFPB, internal and all regulatory audits
 Collaborate with servicing management on all audit findings and remediate if applicable
 Research and develop appropriate response to proactively prepare senior management for upcoming compliance, OCA and
customer experience review sessions
 Collaborate from research and development perspective for new program/product launch (ex. Parent Loan and Personal Loan)
 Collaborate with OSS, Collections Customer Communication and Compliance for FDIC consistency project
 Responsible for Servicing Call Center job descriptions
 Maintain BIA/BRP and participate in site visit to alternate production location to test functionality and ensure ability to manage all
functions off site
 Reinvigorate Quarterly Award of Excellence program and transition responsibilities to Human Resources
 On Shoring and bringing Servicing in house
o Traveled to Philippines for one month to ensure successful Operations Day One transition
o Traveled to Texas for four months to facilitate on shoring initiative
o Participated in monthly capacity meetings to determine staffing at vendor
o Ensured proper equipment on site for successful production
o Implemented, hosted and transitioned daily update meetings with vendor leadership and support
o Implemented, hosted and transitioned calibration and listening sessions
o Created and implemented leadership routines at vendor site
o Created and retained complete roster and system access for vendor support
o Collaborate with compliance to ensure vendor site is in line with Sallie Mae standards/requirements
o Implemented quality review dispute and calibration process

2. Monica Rose
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o Participated in invoice review meetings
o Contributed to SOW/Work Order creation
o Coordinated with vendor and Sallie Mae Work Force Management to ensure proper staffing
o Proactively initiated management on boarding (develop content, implement routines and mentor within ramp up
timeline)
o Collaborated with education to modify existing content/reference materials and stepped in to lead classes when
resources were inadequate
Supervisor, Customer Optimization Fulfillment and Support 12/2013-03/2014
 Point person participated in separation readiness on behalf of Servicing
o Develop job descriptions for specialists to align with new organization
o Created and maintained new incentive compensation plan and managed monthly administration for payouts
o Created and implemented quality review calendar and guidelines
o Hosted daily/weekly transition update meetings including maintaining list of tasks to be transitioned, provided updates
of current volume and transition plan to multiple business areas and senior leadership
o Developed first bank readiness logic/system which included specialist’s ability to track/ pend work, ensured tasks queued
properly based on volume and service levels, created workflows to ensure tasks routed appropriately and reporting
generated to provide visibility into productivity and volume
o Contributed to ININ (agent telephony) discovery and implementation
o Maintained “Master Function List” for all businesses within Customer Operations Fulfillment & Support
o Participated in transition of policies and procedures to Policy Tech
o Organize education for all tasks including, maintain education roster, reservation and setup of education space, arranged
travel and corporate cards and processed expense reports
 Organized and lead round tables, team meetings, one on ones and department meetings
Education Coordinator/Credit Operations Specialist/ Specialty Team 09/2010-12/2013
 Facilitated Credit New Lender education including Regulations and Development of lending philosophy and overall consistency
o Created and maintained education materials
o Ensured completion of scheduling of classroom and visitors
o Ensured all new hires successfully completed Regulatory education and assessments
 Selected as primary credit specialist responsible for the decision and processing of all new and existing credit card customers
o Collaborated with operations daily to effectively manage credit card volume reports to ensure adherence within our
service level agreements and compliance regulations
o Aided in creation of credit card quick reference guide and credit card quality point guidelines
 Organized materials, rewards, scheduling and activities for department meetings
 Assisted with development and testing of High Exposure Cash Flow Calculator to mitigate risk with high exposure applications
 Reviewed and quantified quality of work relating to decision, procedures and compliance through listening and documentation
 Aided in creation of bankruptcy call flow, high exposure development guide, tips and trends and tracking guide for specialty team
 Educated Specialty Team members on daily job functions, procedures, systems and completion of supplementary tasks
 Produced monthly performance reports (Executive Memo and Quality Review Summary) for the underwriting department
 Organized, completed and presented ad-hoc testing/projects based on identified trends from the Quality Team
 Maintained and updated education documents for new lender/continuing education, policies and procedures
 Managed Credit Underwriting Team including monitoring/assessing performance, providing feedback and completing monthly
testing and reporting during management outages
Bank of America | Newark, Delaware
Senior Credit Analyst/ Fraud Services Analyst 9/2006-9/2010
 Review approximately 350 credit applications weekly, seeking to approve for new credit cards
 Responsible for on line backup correspondence for the region
 Served on task force for Existing Credit Department by processing credit line increase requests and performing credit risk reviews

3. Monica Rose
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 Served on Small Business Lending task force reviewing applications, personal/business credit history to render a credit decision
 Act as a leader by facilitating team meetings and coaching teammates in the manager's absence
 Answered inquiries related to fraud claims, authorizations, and possible fraudulent activity
 Served as a leader by mentoring new associates and cross-training associates for Fraud Services
 Selected to complete executive side-by-sides
Skills
 Analytical thinker with a talent for improving, and streamlining complex work processes.
 Flexible/ adaptable leader who succeeds in environments that require ability to effectively prioritize and juggle
multiple items.
 Computer-literate employee with appropriate software proficiency covering wide variety of applications.
 Effective written, listening and verbal communication skills.
 Ideal planning and organizational skills, along with a high amount of detail orientation.
 Seasoned problem solver that operates with honesty and integrity in line with the Sallie Mae mission and shared
values to provide effective leadership and optimal business relationships.
Education
DE Technical & Community College
May 2005 Service Management Degree