BETH MILLER
Roseville
Summary
Senior financial services executive with over 25 years of experience in credit bureau reporting governance, loan servicing, collections, and operational risk management. Expertise in Metro 2 reporting, FCRA/CFPB/FDCPA compliance, and large-scale operational transformations. Proven ability to modernize credit reporting governance, lead regulatory remediation efforts, and enhance consumer protection programs. Skilled in building high-performing teams, driving data accuracy, and implementing process improvements to boost efficiency and productivity.
Overview
22
22
years of professional experience
Work History
Vice President – Member Care
Golden 1 Credit Union
Sacramento
01.2023 - 11.2025
- Directed governance for enterprise collections, credit bureau reporting, and loss mitigation operations at $20b+ credit union.
- Oversaw internal controls and regulatory compliance for all lending portfolios.
- Led teams in ensuring compliance with FCRA, FDCPA, CFPB, NCUA, and audit standards.
- Strengthened data integrity through improved control creation and monitoring processes.
- Drove modernization and automation initiatives to enhance operational efficiency.
- Managed budgeting processes to align resources with organizational priorities.
- Mentored senior staff to develop leadership skills and foster professional growth.
- Facilitated effective oversight of repossession, auto auction litigation, foreclosure, REO, and third-party agency operations.
Senior Manager – Member Care
Golden 1 Credit Union
Sacramento
01.2022 - 01.2023
- Directed operations for loss mitigation, recovery, credit bureau reporting, and bankruptcy litigation.
- Developed alternative recovery strategies, including evaluating charged-off portfolios.
- Partnered with legal and compliance teams on bureau reporting, litigation, and complex disputes.
- Onboarded digital multi-channel third-party collection agencies to enhance recovery efforts.
- Automated indirect dispute processing, improving cycle times and compliance accuracy.
- Strengthened Fair Debt Collection Practices Act controls and reinstated foreclosure processes post-COVID.
- Led major enhancements in debt manager workflows to optimize efficiency.
Manager – Consumer Agency Reporting & Governance
Golden 1 Credit Union
Sacramento
01.2017 - 01.2022
- Founded and led credit bureau reporting and oversight department as enterprise subject matter expert in Metro 2 file submissions and CDIA’s Credit Reporting Resource Guide.
- Designed and implemented processes focused on exceptional member service while mitigating credit union risks.
- Directed internal and external credit dispute investigations for CFPB, AG, BBB, and state agencies.
- Managed risk assessments, examinations, MRAs, consent orders, and remediation efforts.
- Implemented pre- and post-file controls to reduce exception rates and minimize errors.
- Developed quality control programs for early detection of risks and enhancements in data integrity.
- Established incident response protocols and led escalation management driven by CRA initiatives.
Manager – Consumer Loan Servicing
Golden 1 Credit Union
Sacramento
01.2015 - 01.2017
- Ensured regulatory compliance across all consumer servicing functions for consistent operations.
- Led complex loan research initiatives, addressing payment corrections and MLA/SCRA compliance.
- Oversaw servicing teams handling bureau investigations, vehicle services, and home equity loan maintenance.
- Automated critical servicing workflows such as skip-a-pay and correspondence to improve efficiency.
- Supported extensive system testing and resolved production issues to maintain seamless functionality.
Vice President – Senior Business Control Specialist
Bank of America
Roseville
01.2011 - 01.2014
- Led development and testing of controls for liquidation services in home loans.
- Executed control assessments, inventory development, and testing processes.
- Collaborated with compliance QA and business units to ensure regulatory adherence.
- Delivered senior-level trend reports to enhance operational accuracy.
- Partnered with executive team members on critical decisions for company-wide initiatives.
Government Servicing Manager
HomeEq Servicing
North Highlands
01.2010 - 12.2010
- Established governance frameworks for federal servicing requirements.
Conducted audits to enhance compliance and operational efficiency.
Improved investor communication strategies to foster transparency and engagement.
Service Transfer Manager
HomeEq Servicing
North Highlands
01.2006 - 12.2010
- Directed loan boarding service releases, enhancing cross-functional coordination.
- Achieved service performance targets exceeding 97% for 15 of 16 quarters.
- Managed team performance through consistent coaching and feedback sessions.
- Ensured compliance with regulatory requirements in mortgage servicing practices.
- Provided leadership during organizational changes and crisis situations.
Account Research / Credit Bureau Manager
HomeEq Servicing
North Highlands
01.2004 - 12.2006
- Spearheaded credit bureau and account research operations to enhance efficiency.
- Reduced complaint response times from 60 days to 5 days, improving customer satisfaction.
- Strengthened quality review standards and compliance controls to ensure operational integrity.
- Analyzed customer feedback data to formulate actionable plans for service improvements.
- Compiled monthly reports for senior management, highlighting key operational performance metrics.
Skills
- Operational and compliance risk assessment
- Quality control and data integrity
- Process optimization and automation
- Vendor oversight and management
- Cross-functional leadership and alignment
- Credit bureau reporting governance
- Regulatory compliance (FCRA, CFPB, SCRA, FDCPA, Regulation V, UDAAP)
- Dispute resolution and investigations
- Collections strategy and loss mitigation
- Bankruptcy and litigation management
Timeline
Vice President – Member Care
Golden 1 Credit Union
01.2023 - 11.2025
Senior Manager – Member Care
Golden 1 Credit Union
01.2022 - 01.2023
Manager – Consumer Agency Reporting & Governance
Golden 1 Credit Union
01.2017 - 01.2022
Manager – Consumer Loan Servicing
Golden 1 Credit Union
01.2015 - 01.2017
Vice President – Senior Business Control Specialist
Bank of America
01.2011 - 01.2014
Government Servicing Manager
HomeEq Servicing
01.2010 - 12.2010
Service Transfer Manager
HomeEq Servicing
01.2006 - 12.2010
Account Research / Credit Bureau Manager
HomeEq Servicing
01.2004 - 12.2006