• Oversee the evaluation of key business processes for SCRA, BK, Fraud, Customer Service and CBR• Utilizing the FLoD methodology to review internal control/quality reports and participate in risk initiatives for the improvement of efficiency/effectiveness of supported departments in alignment with corporate policies/procedures • Effectively collaborate with stakeholders to provide transparent results to drive risk culture and develop control criteria based on company objectives and regulatory requirements• Train and develop employees in effort to contribute to overall professional growth.

• Liaised with senior leadership teams to drive initiatives and contributed to implementation of policy changes based on strategic outputs in alignment with corporate objectives• Partnered with Risk, Compliance and Internal Audit to establish effective reporting to mitigate risk based on regulatory and department standards with third party vendors and customer contracts• Supported both Dealer Quality and Dealer Advocacy with the development of procedures/ process maps• Trained, developed and supervised team of 28 employees

• Conduct monthly calibration meetings with the internal and external teams to ensure established policy and procedures are abided by• Responsible for preparing monthly reports and presentations for Senior and Executive Management• Analyze dealer performance and review findings to provide suitable recommendations to Executive Management• Participate in monthly Dealer Counsel meetings to discuss dealer performance/discrepancies identified• Enhanced team member performance through use of strategic/tactical approaches, motivational coaching and training for internal and offshore teams

• Responsible for the developing/testing, monitoring, evaluating, and reporting policy and procedure compliance and delivering analyzed outputs to Executive Leadership• Maintains a comprehensive working knowledge of Originations/Servicing policy/procedures and system applications• Assists with the creation and implementation of QC policies and procedures

Assist and educate customers through telephone and email contact in using our financing for the purchase of new or used vehicles. Review and relay the decisions of our refinance product to customersAssist in the process of person to person purchase product

Provide high level of customer service to maintain and increase customer base.Make proactive calls to existing and prospective customers to offer financial consultation. Profile customers with probing questions to uncover unmentioned needs.Consulted new and existing clients with various investments, mortgages, loans, and other financial products.Attained Securities Licenses Series 6, 63 & Life Insurance License.Daimler

Manage commercial truck loans for owner operators.Handle 100+ calls a day with a variety of issues from title resolutions to collecting on accounts up to 120 days past due. Use a call model and one call resolution.

Reviewed credit bureau reports and application data, calculated payment to income ratios, and approved applicants for monthly payments pursuant to established indirect underwriting guidelines.Identified and built relationships with internal associates and dealerships.Credit authority limit-$50,000

o Managed a staff of up to 35 members in a call center environment o Assisted in the growth of the staff from 8 to 35 members and growth from $40,000 to over $1.5 million in monthly sales in a three month period.o Continually motivated and trained team members to meet daily and monthly goals and adhere to all company policies and procedures.o Created development plans for team members struggling in compliance, service level goals, and daily production goals.o Created a call quality monitoring form to align the departments in handling of customer calls to ensure customers have a positive experience and strengthen customer retention.o Human resources duties including hiring, disciplinary action, termination, and performance appraisals.

o Part of a dedicated eCommerce credit processing team. Assisted and educated customers through telephone and email contact in using automobile financing for the purchase of new or used vehicles.

Assisted customers with delinquent accounts from 15 days plus, to skip tracing, and up to the assignment to recover of the collateral.