• Responsible for managing a team of 10+ Customer Relations Specialists, comprised of full time and contract associates to ensure general inbound customer service contacts for US customers are completed and meet quality and compliance guidelines.• Responsible for conducting customer satisfaction survey reviews and providing coaching to Customer Relations Specialists to help increase customer satisfaction and retention.• Responsible for ensuring team adherence to company, department, section, and personal scorecard standards and values to ensure Customer Relations is positioned to provide a premium customer experience.• Responsible for target setting for the Customer Relations Specialists and achievement of established targets

• Audit accounts that are submitted for repossession to ensure proper due diligence and compliance has taken place before approval• Assist with the monitoring of the daily activates performed by Repossession Specialists• Responsible for the decision making and operational processes surrounding the pre-repossession activities• Manage the inbound escalated phone lines to field questions/concerns regarding the reinstatement/redemption of customer contracts• In charge of facilitating of Huddle Board ideas and implantation of ideas for our team• Facilitate the execution of the repossession strategy, working with the appropriate Collections, Recovery, Legal and Compliance personnel to mitigate net credit losses.

• Analyze and underwrite credit applications for both individual and business applicants to determine credit worthiness based on credit reports and other sources• Negotiate and structure terms and conditions with dealers to maximize portfolio growth while mitigating risk• Develop, strengthen and maintain business relationships with dealer personnel• Ensure credit decisions conform to credit guidelines and lending retail authority levels• Authority for total relationship approval up to $250k and authorized to approve up to $150k for individual loans • Rolls Royce Team; selected to review and decision applications from Rolls Royce Motor Cars retailers• Commercial Finance Training Program: completed October 2016

• Audited retail and lease contract documentation for compliance and accuracy• Ensured contract structure is consistent with credit approval/company financing guidelines• Analyzed contract structure/bulletins/rate programs to ensure correct dealer advance• Contacted dealers directly to identify discrepancies in the funding packet for immediate resolution• Answered dealer questions regarding funding holds, Self-serve funding, and eContracting• Identified repetitive discrepancies to train dealership personnel in the preparation of a complete funding package

• Managed a portfolio of delinquent accounts that ranged from 11-75 days past due• Initiated contact with customers by telephone, email, or physical mail to resolve delinquency issue• Build rapport and relationships with customers to resolve delinquency • Use skip tracing techniques to effectively locate and contact customers in an effort to avoid losses• Reviewed accounts for escalated action, including repossession to protect company assets• Minimized loss through assisting customers with payment plans and channeling customer to Loss Mitigation• Designated to operate automated dialer system to maximize efficiencies

• Managed portfolio of accounts 120 days from lease maturity to confirm final decision of the vehicle. • Fielded and documented inbound customer calls regarding inquiries, concerns, and issues related to contract obligations, payments, title release, vehicle registration, tickets, property and sales tax, payoff, early termination, assumptions, mileage adjustment, due date change, credit reporting disputes, fee waiver requests and refunds• Collaborated with customers to refinance or re-lease current accounts to retain business• Researched and resolved customer issues by coordinating with BMWFS Departments, BMW Dealers, banking institutions, and other 3rd parties.