RICHELLE IRVING
Brookhaven
Summary
Detail-oriented Financial Services Professional specializing in regulatory compliance and complaint resolution. Managed complex escalated cases and collaborated cross-functionally with Legal and Compliance to identify root causes and deliver impactful insights. Results-driven Senior Coordinator with expertise in project management and strategic planning, recognized for enhancing productivity through effective communication and innovative operational solutions.
Overview
10
10
years of professional experience
Work History
Senior Coordinator, Recoveries
Capital One
2025.09 - Current
- Serve as final line of defense for Tier 3 complaint resolutions, conducting rigorous quality audits of associate submissions to ensure 100% regulatory alignment and adherence to internal deadlines.
- Autonomously manage full review of highly escalated and complex cases, applying sound judgment, critical thinking, and regulatory adherence to identify root causes and drive appropriate resolution.
- Partner with Legal and Compliance to identify specific areas of legal and/or compliance exposure in customer accounts and propose effective resolution strategies.
- Synthesize complex case findings and research data into concise, high-impact briefings and executive readouts, delivering strategic recommendations to senior leadership and key stakeholders.
- Share SME knowledge on complex case questions and provide insights to leadership on opportunities for improvement in case handling practices.
- Maintain deep understanding of applicable banking laws, regulations, and financial policies to ensure full operational compliance.
- Pivot quickly when work is reprioritized, managing evolving workstreams and emerging business needs across a fast-paced remote environment.
Customer Service Coordinator, Collections
Capital One
2024.01 - 2025.09
- Managed regulatory case documentation for delinquent credit card accounts, ensuring compliance with banking policies, financial regulations, and legal requirements.
- Identified and escalated potential legal and compliance exposures in customer accounts, collaborating cross-functionally with partners to develop compliant resolutions.
- Applied root cause analysis and investigative problem-solving to resolve complex customer concerns, balancing customer experience with business risk and regulatory standards.
- Maintained accurate and detailed documentation of customer interactions and resolution outcomes in support of quality assurance and SLA performance expectations.
Customer Service Coordinator, Banking
Capital One
2022.10 - 2024.01
- Delivered compliant banking solutions across consumer products including checking, savings, CDs, and digital payments, applying deep knowledge of regulatory requirements and company policies.
- Demonstrated sound judgment navigating complex customer situations, appropriately escalating matters with legal, risk, or compliance implications to the correct internal partners.
- Maintained detailed documentation of all customer interactions and servicing actions in compliance with regulatory and operational standards.
- Collaborated cross-functionally with internal departments to resolve complex account issues and improve servicing outcomes.
Training Ambassador
Amazon Fulfillment Center
2016.08 - 2022.10
- Identified performance gaps and delivered targeted coaching solutions, providing leadership with insights on training opportunities and operational effectiveness.
- Identified performance gaps and delivered targeted coaching solutions to enhance training opportunities and operational effectiveness.
- Supported diverse learning needs in high-volume, fast-paced environment through effective communication and adaptability.
Education
High School Diploma -
Chester High School
Chester, PASkills
- Regulatory Compliance
- Risk Management
- Banking regulations
- Financial Regulations
- Tier 2 Complaint Resolution
- Escalation Management
- Root Cause Analysis
- Case Management
- Quality Oversight
- Compliance identification
- Cross-functional teamwork
- Executive messaging
- Briefings
- Case records
Timeline
Senior Coordinator, Recoveries
Capital One
2025.09 - Current
Customer Service Coordinator, Collections
Capital One
2024.01 - 2025.09
Customer Service Coordinator, Banking
Capital One
2022.10 - 2024.01
Training Ambassador
Amazon Fulfillment Center
2016.08 - 2022.10
High School Diploma -
Chester High School