Davina Felix

• Selected as Support Champion, mentoring 20 new hires annually, enhancing onboarding efficiency and early performance scores by 15%.
• Managed portfolios for new businesses and start-ups, improving client experience and accelerating onboarding processes by 20%.
• Conducted daily risk assessments and due diligence reviews, ensuring compliance with internal controls and regulatory standards.
• Resolved 15-20 high-risk escalations monthly using structured root-cause analysis and targeted remediation strategies.
• Collaborated with Compliance, Legal, and Risk teams to address complex account ownership and documentation issues, reducing resolution time by 25%.
• Streamlined response times and account opening cycle times by 30% through workflow redesign and enhanced communication.
• Trained and coached 12-15 team members on KYC requirements, fraud indicators, and client service standards.

Perform and complete internal audits and compliance investigations for specified cases

• Led compliance remediation reviews, enhancing documentation accuracy by 20% and ensuring regulatory alignment through root cause identification.
• Conducted detailed analysis of 25-30 high-risk cases weekly, verifying accuracy and adherence to policies.
• Developed job aids and standardized workflows, achieving 20% process accuracy improvement adopted by 3-4 teams.
• Collaborated with cross-functional teams to identify operational gaps, reducing rework by 15%.

• Managed end-to-end operations for 40-50 contracts monthly, ensuring regulatory compliance and timely execution.
• Reduced processing delays by 20% through identification and mitigation of contract-related risks.
• Collaborated with Legal and Risk teams to enhance documentation requirements and internal controls.
• Trained 10-12 team members on contract procedures and compliance considerations.

• Resolved 25 escalated application discrepancies weekly as highest-level resolution point.
• Trained and coached new staff on policies and procedures, reducing errors by 15%.
• Developed standardized job aids to enhance documentation accuracy and audit readiness by 15%.

• Ensured seamless application processing by managing pipelines and queues efficiently.

Conducted eligibility interviews for Small Business Administration compliance with federal guidelines.

• Requested stipulations necessary for prompt SBA application completion.
• Partnered directly with Wells Fargo bankers and customers for comprehensive application processing.
• Liaised with Underwriting to assess credit extensions, counter offers, and declines.
• Engaged in committees aimed at improving operational procedures.
• Directed quality assurance through call monitoring and targeted coaching sessions.
• Addressed high-risk account escalations by providing detailed responses to customer concerns.

• Conducted 40-50 monthly compliance evaluations, identified systemic gaps, and recommended improvements that enhanced service delivery efficiency by 15%.

• Led daily, weekly, and monthly coaching sessions alongside ongoing reviews to improve employee retention levels.
• Researched and filed identity theft claims while submitting reports to ensure rapid loss reduction.
• Coordinated all branch audits and maintained accurate time sheets accordingly.
• Achieved a zero-error rate in daily balancing of tills and bank vault inventory.
• Initiated an internal mail room to streamline communication across branches nationwide.
• Spearheaded events aimed at driving branch growth; scanned daily work, including transaction data for corporate review.
• Administered loan processing operations, summarizing credit reviews for efficient handling.