Albert M Sappington Email and Phone Number

Seasonal Position• Sales, up-sell, and solicit credit card sales• Receiving of stock, verifying amount received and placing stock in the stock room, stockroom maintain/organization• Visual display setup, changes, and substitutions• Cleaning and organization of the store scullery/demo kitchen and verifying freshness of food stuffs and fresh food in the refrigerator.

• Verify the accuracy of information submitted for underwriting• Interview small business owners, landlords, trade references and review site inspections.• Analyze credit bureau information (consumer and business) as well as merchant processing and business banking statements• Interpret and analyze financial statements and business tax returns• Identify and research any inconsistencies with the application, to identify potential fraud• Ordering Secretary of State documents, site inspections, LexisNexis and Tax Guard reports

• Providing superior and professional service• Reviewing requests for new accounts and credit line maintenance, making sound lending decisions through exceptional customer rapport• Assisted with Dodd Frank letter review• Processed returned plates, searched existing accounts, FSD and LexisNexis for correct address and contact numbers and phoned customer to develop correct mailing address • Taking calls and process CLI request as a part of the new CLI pilot program with card activation• Taking CCU calls to resolve issues for dissatisfied customers• Noted a lack of information on incoming applications from the branches and organized Team Robbins to collect examples of incomplete application and forwarded information to senior management• Point of sales application processing• Point of contact for new lenders on the team, providing helpful hints, phone numbers, call assistance and best demonstrated practices that I have found to be successful

formerly MBNA America N.A• Managed all VIP, celebrity and sensitive accounts • Worked with customer retention, credit bureau disputes, customer service, billing disputes and Executive Relations to address and resolve customer inquiries and concerns • Reviewed and monitored Case Report daily to maintain Service Level Agreements (SLA) of 5 days or less for all 45 case queue’s for resolution and completeness • Assisted manager by assigning case queue assignments to 15 team members • Managed and participated in weekly quality feedback and education to off-shore associates in India • Maintained the letter database for completeness and compliance to corporate legal and company policy • Monitored vacation database for department and submitted vacation requests to manager for approval • Involved in company-wide initiative designed to enhance communication and provide quality feedback weekly to Director as Ambassador of the Employee Satisfaction Action team • Designed new process improvement which was implemented company-wide for creating system generated letters to replace free form for an annual cost savings of 2mm per year. • Honored and awarded Bank of America’s MVP employee in May 2008, July 2008 and December 2008 • Recipient of 2008 Bank of America Spirit Medallion awarded for “Improving Quality and Efficiency in all Facets of our Business” • Achieved incentive goal every month.

formerly MBNA America N.A• Serviced Merrill Lynch and Charles Schwab premier clients with deposits in excess of 500k for all their banking and credit card inquiries • Obtained lending authority of 25k and completed certification of MBNA education in all areas of card services such as customer service, retention, risk, collections and credit • Provided superior and professional service, including answering calls within 5 seconds • Assumed role of manager for the 2004, 2005 and 2006 summer interns for TACS (Telephone Access Customer Service). • Assisted the manager in the screening and interviewing of applicants • Achieved incentive goal every month.

formerly MBNA America N.A• Successfully submitted and implemented several masterpiece ideas, resulting in assignment to a special project with Loss Prevention under the Director of Customer Assistance • Reviewed, edited, and updated all letters for completeness and compliance with corporate legal and company policy • Led and implemented major monthly direct mail and statement marketing campaigns.

formerly MBNA America N.A• Asked by Senior Vice President of Customer Assistance to join and lead new department • Reviewed all stages of delinquency from 5 day to 180 day • Provided guidance to junior analysts on debt management proposals for eligibility of fair share benefits • Managed and recorded repurchase of debt management accounts sold to collection agencies • Negotiated payment arrangements and method of payments • Supported manager by completing write-off reviews / audits, assisted collection staff with escalated calls • Prepared review of internal and external systems data, report findings, analysis, identifying gaps and making recommendations to management weekly • Provided support and administered meetings, distributed communication to Debt Management analysts of policy and/or procedural updates • Assisted Customer Assistance Manager with the preparation of monthly delinquency reporting, suit affidavits, bankruptcy documentation and referrals to collection agency. • Successfully created and distributed letters designed to improve customer satisfaction, resulting in an increased response rate from debit collection agencies by 40%, as well as a reduction of risks leading to the creation of a Debit Management Package, increasing customer awareness of debt management • Assisted the manager in the screening and interviewing of applicants • Achieved incentive goal every month.

formerly MBNA America N.A.• Made sound lending decisions through exceptional customer rapport • Secured highest lending authority eligible for new hire upon completion of Credit Education • Later joined MBNA’s first Credit Inbound phone unit, responsible for handling customer calls to develop and render credit decision • Performed miscellaneous duties as assigned by manager including coaching of new team members • Received commendation for making the “Unassailable Difference” from the Senior Executive Vice President of Credit • Achieved incentive goal every month.

formerly Nations Bank N.A• Reviewed requests for new accounts, credit line maintenance and reinstatements • Analyzed financial statements and credit reports to determine creditworthiness • Identified potential credit or financial risk to management • Reviewed and interpreted declines on bank card applications to customers • Handled escalated calls and coaching of unit analysts • Assisted manager with month-end reporting and quality reviews • Assisted in supervision of staff in absence of Credit Manager.

• Solidified contacts with local realtors, contractors, financial advisors, and other referral sources • Assembled required documentation for processing and underwriting • Reviewed and analyzed loan transaction packages for preliminary approval or denial in accordance with company guidelines

• Supervised and motivated 10-15 customer service representatives and six branch support specialists • Administered quality listening • Responsible for scheduling, performance appraisals and development of associates • Motivated associates to sell other bank products and services by creating incentive programs • Swiftly resolved escalated customer situations • Compiled daily branch currency transaction reports to the Federal Reserve • Spearheaded enhancements to account solicitation tracking and application filing procedures • Demonstrated solid leadership talents in training and managing customer service representatives.