Andy Kirsch Email & Phone Number

Phoenix, Az, Us

Scottsdale, Arizona, United States

Phoenix, Arizona Area

Leadership role for Home Lending Servicing Call Center. Provided operational support to 1200 Home Mortgage, Retail and Home Equity Team Members acting as the primary point of contact for Digital Innovation, Business Process Excellence, and customer correspondence ensuring the customer was the number one priority. Leadership accountability for 2 Managers and 18 hi-level Individual Contributors.- Proactively established a Center of Excellence Team from the ground up focused on all customer correspondence. Consolidated volume from 3000 to under 1000 in a year, uncovering over 3000 gaps and solutioned 95% within less than 1 year.- Developed and implemented a Quality Assurance Program focused on ensuring all correspondence meets regulatory guidelines and provides the necessary accuracy and content.- Knowledgable and responsible for keeping up to date on all Compliance related regulations such as Bank Secrecy Act (BSA), USA Patriot Act, Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC) and many other regulatory requirements.- Initiated and executed multiple strategic program/project initiatives focused on risk prevention, operational control strategies and process improvement opportunities.- Built an internal process for coordination and execution for several customer contact processes that are currently being utilized across 5 operational sites nationwide such as on-line chat function, email correspondence programs, and image repository.- Worked closely with multiple strategic partners and solely act as the voice of the business to designing and implementing digital capabilities to create a world class experience for internal/external customers. This included the creation of specific online tools for both the customer and team member which made the Home Lending process easier to navigate as well as creating efficiencies by streamlining workflow and reducing call volume and talk time by 10% and 2 minutes respectively.

Phoenix, Arizona Area

Various leadership roles within Project Management and Operations for Wells Fargo Home Lending with increasing levels of ownership during a 4 year span. Responsibilities included 3 Managers and a team member population of up to 75 across 3 different Operational Sites throughout the United States.- Led a specific directive from the OCC Consent Order for the Home Equity line of business (Independent Foreclosure Review). Over the course of 2 years grew a team of 3 to 40 to support through completion.- Designed and implemented an end to end suite of testing processes covering the life of a loan for Home Equity customers, incorporating Underwriting, Processing, and Funding.- Oversaw and facilitated testing processes ensuring all deadlines were met, quality control defects were resolved. Met deliverable target dates 100% of the time.- Facilitated evaluation of business requirements, recommending and directing the implementation of appropriate technological alternatives spanning over 70 different projects to improve operational effectiveness, all implemented successfully.- Led a project team through the creation and implementation of an incentive plan for Home Equity Originations. The incentive plan was adopted across 4 Operational Sites nationwide.

Beaverton, Oregon

Production Manager Role with Home Equity Originations Call Center. Responsibilities included leading a Customer Service Team of 60 with 3 Managers and building a new sales team of 6 which supported 3 Operational Sites nationwide. - Built new sales team from the ground up focusing on customers who have been approved for a Home Equity product but have not signed. Average monthly funded volume of $24MM, exceeding monthly goal by 200%.- Partnered with Marketing to develop multiple strategies to effectively process sales volume such as using dialer technology, producing specialized analytics and creating accurate procedures. - Planned and implemented the build out of a second sales team in Arizona due to the success of the team in Oregon. - Managed, coached, and mentored a Customer Service Team assisting customers with questions on Home Equity products.- Achieved a level 4 or higher (5 is the highest) monthly with Quality Monitoring scores.- Developed a job shadowing program ensuring the 3 Operational Sites were sharing best practices with sales techniques.

Beaverton, Oregon

Responsible for a staff of 25-30 Credit Card Collectors who specialized in resolving complex inquiries that required supervisor/manager approval. Analyzed day to day volumes in order to maintain and surpass required service levels. Conducted Quality Assurance monitoring of calls and provided constructive feedback to make team members successful. Maintained morale through recognizing day to day efforts and building on areas of opportunity.

Bachelor Of Science - Bs, Business Administration

Corvallis, Oregon

Diploma