Dynamic and creative Executive with over 19 years of financial services lending, collections and recovery management experience in both the creditor and service provider capacity. Proven ability to establish successful programs, direct efficient operations and improve performance. Consistent record of exceeding EBITA targets while maintaining full Profit and Loss accountability. Highly adept in business development, finance, personnel training and development, compliance management, analytics and information technology.
Expertise in problem solving, strategic development, process management, technology integration and management of multiple remote call center operations both domestic and international.
Responsible for development and direction of daily collection operations, strategy, processes, technology and analytics of over 1,000 employees in six (6) physical locations domestic and near shore.
Responsible for the daily direction and development of twelve (12) direct reports – six (6) Directors and six (6) General Managers.
Responsible for the continuing education, development and performance of the collection staff, averaging a 12% reduction in annualized attrition over three (3) consecutive years.
Create and execute personnel development workshops and training initiatives for all levels of branch management and representatives.
Created and implemented a 200 FTE collection operation in San Jose, Costa Rica. Duties were fully inclusive, encompassing country and site selection, incorporation and taxation, labor regulation, political and contractual negotiations, design, construction, connectivity, organization and operations.
Administered a 1,000 seat predictive dialer conversion and serve as executive director for the maintenance of the dialer vendor relationship.
Responsible for evaluating profitability and establishing contractual pricing schedules that satisfy work standards and meet margin objectives.
Responsible for establishing daily, weekly and monthly financial goals and production targets to ensure competitive and profitable performance is achieved.
Responsible for the creation, execution and adherence of daily collection strategies that maximize productivity and workforce utilization.
Create and administer the service cycle workflows assuring compliance, quality and performance targets are achieved.
Develop and assess key performance indicators and Service Level Agreements to facilitate improvements to call center operations.
Develop variable compensation plans that lead to reductions in operating expenses and improved productivity
Direct and administer data analysis for executive MIS as well as team performance metrics.
Direct the vendor management process.
Direct new client implementation and existing client exit strategy.
Direct the financial analysis of collection operations including Return on Investment, Profit and Loss, Operating Budgets and Actual Expenses.
Direct the procurement and utilization of collection technology.
Direct and administer behavior modeling and predictive scoring processes and strategies.
Directed a seven (7) agency primary, secondary and tertiary recovery network servicing a $300MM sub-prime bankcard portfolio.
Directed a nine (9) agency pre-charge off network servicing $76MM in active receivables. Operations include first and third party servicing environments for delinquencies ranging from 5-180
days past due.
Managed internal benchmark collection operations of 65 FTE.
All internal and external management is inclusive of purchased portfolio management, serviced portfolio management, vendor solicitation, training, systems integration and connectivity,
file processing logic and validation, portfolio allocation, staffing
requirements, departmental scalability, strategic direction, cost
effectiveness, returns on investment, cost of collections, collection impact on loss reserves, roll rate performance, executive MIS and various other analyses and reports.
Responsible for the creation of and adherence to $14MM annual departmental operating budget.
Responsible for directing and developing support staff of ten (10) exempt and twenty (20) non exempt employees.
Represented FNBM Portfolio Services in Safety and Soundness Examination conducted by the Office of the Comptroller of the Currency.
Represented FNBM Portfolio Services in Compliance Examination conducted by the Office of the Comptroller of the Currency
Chairman, Corporate Compliance Committee, Frontier Financial Group (2011-2013)
Chairman, Information Security and Privacy Committee, Frontier Financial Group (2012-2013)
Chairman, International Affairs and Operations Committee, Van Ru Credit Corporation (2004-2010)
Chairman, Process Improvement Committee, First National Bank of Marin (2000-2003)
Member, Corporate Compliance Committee, First National Bank of Marin (2000-2003)
Member, Improving the Customer Experience Committee, First National Bank of Marin (2001-2003)
Member, Business Continuity Committee, First National Bank of Marin (2000-2003)
Member, Community Reinvestment Act Committee, First National Bank of Marin (1999-2003)
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