- Ensure the tickets are assigned, acknowledged and resolved on time
- In case of aging tickets, work with the Technical Tower leads to understand the delay and take the ticket to closure
- Generate daily / weekly / monthly report and present it internally and with the client
- Ensure the target ticket number is met every month
- Ensure the daily / monthly SLA and KPI is met
- Ensure that all the requested changes have necessary data such as detailed test plan, change/release plan, back out / rollback plan in detail
- Worked with business leaders, product teams, technology experts and others to ensure proprietary loan processing system was compliant with applicable regulations.
- Trained and advised internal staff and customers (Banks and Credit Unions nationwide) on new and existing regulatory requirements.
- Identified areas of risk of non-compliance and offered solid solutions to mitigate risk.
- Created and implemented a Compliance Program for Trust activities for a Bank client in addition to being the subject matter expert in lending regulations.
- Performed several compliance reviews and trained staff on applicable state and federal laws.