Selected by executive management to lead firm wide program to ensure fair treatment of customers and address all open regulatory issues related to customer complaints management.
• Delivered Chase-wide consistent complaints management process and supporting infrastructure across 6 major lines of business including Consumer Banking, Credit Card, Mortgage, and Auto.
• Implemented a robust complaints policy across 90k+ customer-facing employees, ensuring effective identification, resolution, and root cause analysis of customer complaints.
• Served as primary liaison with the lead Regulators from the OCC and CFPB to communicate progress, build trust and understanding, and drive toward successful closure of issues.
• Established clear standards across all JPMC business that interact with consumers to ensure customers clearly understand the terms of their relationship. The standards include detailed UDAAP (Unfair Deceptive or Abusive Acts or Practices) risk assessment questionnaires for over 80 products and 400+ processes across the firm.