Ben Farmer Email & Phone Number

Maineville, Oh, Us

San Diego, Ca, Us

Chesterbrook, Pa, Us

Oversee all loan servicing and collections activity for a rapidly growing loan portfolio Ensure the accuracy of operational set up, data integrity, and adherence to controls and proceduresDeliver accurate and timely transaction processing including loan payments, repayments, collections, servicing fees, and client communicationsProvide an excellent customer experience for borrowers, investors, and internal stakeholdersCoordinate effective and efficient post-closing, and collateral monitoring activities which includes loans in non-accrual, charge-offs for future securitizations Responsible for the Operations department metrics program, measuring the effectiveness of operations and technologyEnsure OKRs (Objectives and Key Results), and all project targets are achieved through rigorous tracking, identification and communication of risks, and issue resolutionProvide insights from reporting to increase operational performance, lower operational risk and increase profitabilityConduct assessments and participate in audits to ensure department procedures are achieving accurate and desired resultsBe accountable for the development and review of policies and procedures required to manage activitiesEnsure proper segregation of duties, and develop and maintain workflows for all processesLead projects and cross functional teams engaged in a wide range of business transformation initiativesEstablish a culture of continuous improvement which quantitatively improves operational efficiency, cost, and serviceBe responsible for establishing, enhancing, and enforcing processes that use technology as an enablerDevelop employee training that supports system usage and process efficiencyDefine system business requirements and participate in testingBe responsible for achieving desired business results and act as a senior point of escalationBe responsible for all staff administration activities such as time tracking, performance feedback and staff development

Cincinnati, Ohio, Us

• Managed collections call center operations for personal and home improvement loans, ensuring compliance and client support.• Led a team in developing strategies for complaint management, resulting in improved customer satisfaction and reduced escalations.• Analyzed reporting data to identify trends and opportunities for process improvement within the loan servicing department.

Cincinnati, Ohio, Us

To improve lives with lending made simple.

Leading TEMPOEs Call Center Operation vendor network, I oversee 8 vendors and ~ 300 associates both domestic and near shore. I am responsible for providing the direction needed to drive revenue numbers, increase call quality, address concerns, and, most importantly, protect and cultivate the TEMPOE brand.

TEMPOE is a leading provider of no credit required shopping. We help retailers give consumers choices otherwise unattainable. I have the pleasure of overseeing some of the best leaders in our Industry in the day to day oversight of a multi site operation organization.

Cincinnati, Oh, Us

• Manage day to day operations of collections staff of 65 plus associates, including 2 managers and 5 supervisors• Manage on average $25,000,000 in debt per month• Created the collection processes and standards used by the operation• Created compliance policies and procedures• Created collection work flows• Created Quality Assurance checklists• Created monthly collector scorecards to monitor performance and areas of opportunities• Created coaching and development training tools including talk offs for various portfolios• Created Business Requirements, and worked with IT to install auto dialer (Noble)• Created all IVRs, and dialer campaigns, trained Supervisors on running/using the auto dialer• Ensured compliance with clients servicing policies pertaining to its products• Established operational goals and objectives as well as led the team in achievement of goals• Grew revenue as follows 2008 to 2009 : 1500% 2009 to 2010: 350% ‘ 2010 to 2011: 200% increase while maintaining staff levels from 2010. EBIDTA OF 61%• Grew staff from 17 associates to 65 plus associates in three years, while reducing annual turnover to less than 20%• Started third party collections division and obtained three customers resulting in revenue of million dollars in 2010

Newark, De, Us

• Averted over $1.0 billion in new defaults annually.• Developed I.C.E procedures for all private credit collections• Initially managed Early Age collections (1-30 days) monthly target of approximately 1.0 billion in delinquent debt• Developed and promoted 8 collectors to Supervisors and grew staff to 100 plus collectors within 90 days, then took over late age collections 90 days to 210+.• Supervised and coached 150+ telephone agents and 10 supervisors working multiple shifts and managing accounts ranging from 90 days delinquent to 210+ days delinquent.• Spearheaded efforts to enhance the collection processes and standards used by the operation.• Ensured compliance with SallieMae servicing policies pertaining to its private loan products. • Established operational goals and objectives as well as led the team in achievement of goals.• Reduced annualized employee turnover by approximately 70% in 2 years.• Achieved / exceeded assigned collection goals for 24 consecutive months

Mason, Oh, Us

• Led strategic and fiscal responsibility for 40 plus employees that generated over $3.7 million in annual revenue.• Met or exceeded assigned goals 98% of tenure.• Maintained accountability for a start-up operation serving over 1,000 campus-based clients• Generated more than $15 million in revenue during first full year in role managing three teams of 10-15 collectors • Garnered recognition as a national leader in campus-based accounts receivable management• Formulated business models and executed strategic plans for operation• Ensured all policies and procedures were met

Accounting And Finance

Certification, Accounting And Finance

Diploma, College/University Preparatory And Advanced High School/Secondary Diploma Program