Brian Range Email & Phone Number

Supervise a department of 30+ customer service representatives. Responsible for employee development, performance reviews, discipline, hiring, scheduling and customer escalations.

Collection Strategy, Data Mining, Portfolio Trend Reporting, Recommend Credit Policy Changes, Project Teams,

Supervised team of 17 collectorsManage Visa and Retail credit card collectionsStarted new department managing return check portfolioDesign strategy for dialer and manual collectionsAudit employees work and provide feedbackTake escalated calls from customers when necessary Implement monthly incentive for collectorsSet department standards on productivity goalsSchedulingFacilitated goal setting modules for bank employees semi annuallySemi Annual review of all assigned employees

Managed department of 17 employees and one supervisorMaintained relationship with 8 collection agenciesTook escalated calls from customers when necessaryMade decisions on proceeding with legal actions on accounts and profitability of such actionsOn sight monitoring of outside vendors operations including debt management and collection agencies

Participated in Customer Service BoardAudit and employee feedbackSchedulingCreated side incentives for collectors

Designed manual strategies for calling and locating customersContacted past due customers for arrangements to bring customers current Educated customers on credit bureau reporting, debt management and bankruptcy