PATRICIA A.

GROS
438 New London Road
Newark, DE 19711 USA
302.737.4453 pg6af86c@westpost.net
SUMMARY
Dynamic leader with 15 years experience dedicated to Customer Advocate/ Operatio
nal Risk and Business Development strategies. Demonstrated experience in consum
er compliance regulations and creating and maintaining corporate policies and pr
ocedures. Proven ability to create and lead major corporate initiatives with de
tail oriented and precise communication. Possesses eloquent and concise written
and oral communication skills through daily involvement with senior management/
board members. Consistently met customer and corporate service standards throug
hout career.
PROFESSIONAL EXPERIENCE
DELAWARE TECHNICAL AND COMMUNITY COLLEGE, Newark, DE
2008
Adjunct Instructor
Social Science Department
Economics, Abnormal Psychology
Administration
Office of the Dean of Instruction
Evening Coordinator
BANK OF AMERICA, Wilmington, DE 2006 2007
Compliance Operational & Risk Testing (CORT) Officer
Performed risk testing in the Marketing Direct Mail Acquisition business area, i
ncluding Business Lending Marketing Acquisition / Inward Source Codes / Online P
artner Site / Group Max. Provided monthly reporting to senior management.
Proficiently performed monthly testing in the business area, maintaining high q
uality production and absolute regulatory compliance on both federal and state l
evels.
Developed and maintained a compliance operational risk testing gauge for Seed M
ail Marketing, Business Lending Marketing and Outbound Calling Telemarketing, to
ensure accuracy in meeting Regulation Z.
MBNA AMERICA, Wilmington, DE 1992 2006
Personal Banking Officer/Policy and Procedure Analyst US/International
Compliance Operations 2001 2006
Assisted in developing/facilitating education to meet federal and international
regulatory requirements. Provided daily review of business and Personnel polici
es and assisted with new drafts and modifications to achieve regulatory requirem
ents mandated by the Office of the Controller of Currency and European/Canadian
agencies. Responsible for MBNA Europe and Canada policies and procedures. Revi
ewed customer information databases for the US and Canada to confirm identificat
ion information between customers and specially designated nationals on the Offi
ce of Foreign Assets Controls list of Sanctions.
After 911, enhanced the scrubbing of customer lists, and identified names on th
e government wanted lists.
Assisted in the development of a Business Development internal support hot-line
which increased the ease and accuracy of setting up affinity accounts.
Developed and facilitated programs in consumer compliance, educating internal c
ustomers to ensure regulatory compliance practices in each business area of the
company.
Developed, published and maintained Corporate Policies ensuring accuracy and ma
intenance of regulatory compliance.
PATRICIA A. GROS PAGE TWO

MBNA AMERICA (continued)

Business Development Satisfaction (BDS) Analyst 1999 2001
Instrumental in the creation and implementation of the Workflow Management Cente
r. Maintained and managed the BDS email process. Monitored and provided daily r
eporting of the Call Management System regarding the speed of answer and weighte
d call volume. Managed and reviewed incoming work requests, and provided ongoin
g company education regarding new processes of production.
Business Development Operations 1996 1999
Responded to all department customer complaints and customer letters requiring a
response. Assisted in the Customer Service Inquiry project to fully automate c
ustomer inquiries. Maintained the Rate Inquiry Reject Report regarding overrides
of pricing on a customer account. Additionally maintained department project t
racking and department communication, as well as organizing quarterly department
meetings
Pricing Operations 1996
Assisted in and tested bank wide pricing initiatives and managed the customer re
jection to terms responses. Responded to expedited customer complaints and custo
mer service inquiries. Maintained the Rate Inquiry Reject Report along with the
product change Reject report. Managed the Archive Storage Inventory Report.
Customer Action Team 1993 1995
Audited electronic forms queue of Customer Service requests and Customer Satisfa
ction paperwork for accuracy. Maintained and reconciled the Emergency Cash Acco
unt for MBNA America. Tracked and reported productivity for the Customer Action
Team.
Customer Satisfaction Representative 1992 1993
Responded to customer telephone inquiries. Managed the team time sheet and revie
wed monetary adjustments for accuracy. Participated in peer evaluations and the
Mentor Program.
Consistently exceeded MBNA Customer Satisfactions standards.
Instrumental in the testing and installation of electronic forms, which increas
ed productivity by 50% and decreased error rate.

ROCKHILL PONTIAC, INC., Family Business, Newark, DE 1982 1989

Customer Service Management / Company Productivity
Completed training from the General Motors School of Business in Finance and Ins
urance. Worked in accounts receivable, assisted in payroll preparation, and was
directly involved in day-to-day management decisions.
Played key role in the retention of the companys 5 star Service of Excellence A
ward.
Successfully created a car rental business within the company.

PATRICIA A. GROS PAGE THREE

EDUCATION / SELECTED TRAINING

BS, Leadership/Consumer Economics, College of Human Stud
ies, Education and Public Policy, University of Delaware
Industrial Engineering, Delaware Technical and Community College
Leadership and Management Training, MBNA
Bank Secrecy Act Data Protection Act (Europe)
Fair Lending Regulations AA, B, O, RFPA, SCRA, TCPA, V, Z, P, W,
Fair Debt Collections Practices Act Enterprise Anti Money Laundering
Information Protection American Privacy
Appraising the Appraiser Bankrupt Reform
Basel II Education Common Regulatory Violations
USA PATRIOT Act Community Reinvestment Act
Compliance Officer Federal Credit Reporting Act
HIPPA Medical Privacy
Outsourcing Governance Regulatory and Compliance Risk Management
Suspicious Activity Regulations Sarbanes Oxley
Collection/FFIEC Marketer Privacy
Web linking Compliance Outsourcing