Bryan Roark Email & Phone Number

Sioux Falls, Sd

Sioux Falls, South Dakota Area

Sioux Falls, Sd

As Director of Lending Operations, I have the unique opportunity to lead the initial/ongoing planning, development and leadership for the organization’s operations including: application/underwriting/fulfillment/funding, customer contact center, payment processing, customer engagement, collections and lender client services creating a best-in-class operation supporting both our student/parent/cosigner customers and our lender clients.Specifically, my responsibilities include:• Providing expertise in consumer lending operations regarding strategy, operations/customer management, and building organizational proficiency throughout the consumer loan lifecycle (origination-servicing-collections)• Creating and implementing strategies to accomplish Lending Services business objectives, engaging colleagues within the business as appropriate• Establishing and leading customer and lender client contact center; servicing operations including customer communications, payment processing, and loan maintenance; execution on pre-repayment and repayment collections strategies partnering with Director of Surety Operations for late-stage and charge-off claim activities• Overseeing all aspects of the lending process, including application, underwriting, fulfillment, through funding• Planning, managing and effectively controlling expense plan budget• Working closely with the ReliaMax team members in delivering exceptional service to our clients and customers• Ensuring compliance with consumer lending regulations and company policies

Sioux Falls, Sd

Responsibilities included:• Leading and supporting a team of 7 direct and more than 140 indirect reports providing loan originations & customer service support to national student loan business from point of application through origination and funding.• Expanding customer relationships via product and service referrals• Collaborating, defining, establishing and leading multi-site business call center operations in Sioux Falls, SD and Manila, Philippines• Serving as customer advocate with Risk Management, Compliance, IT, Finance, Sales, Marketing, Wells Fargo Audit Services and other operational areas to maximize customer and team member experience and improve application pull through.• Planning, preparing and managing department budget.• Coordinating and leading department recruiting and training program

Sioux Falls, Sd

Responsibilities included:• Leading a team of 9 direct and 130 indirect reports providing customer service support to national student loan business from origination through repayment servicing• Expanding customer relationships via product and service referrals• Expansion, integration and leadership of multi-site business call center operations (Sioux Falls, SD; Phoenix, AZ and Rancho Cordova, CA)• Serving as business lead with Wells Fargo Phone Bank, One Wells Fargo initiatives and Wachovia business line integration• Serving as customer advocate with Risk Management, Compliance, IT, Finance, Sales, Marketing, and other operational areas to maximize customer and team member experience• Planning, preparing and managing department budget.• Coordinating and leading department recruiting, training and retention program.

Pleasant Hill, Ca

Responsibilities included:• Leading a team of over 60 team members through merger and conversion of Norwest and Wells Fargo student loan systems, products and procedures• All operational and production functions at this site• Coordination of centralizing operations to Sioux Falls, successfully placing all California team members into new positions

Lubbock, Tx

Responsibilities included:• Leading the retail and deposit operations including Personal Banking, Customer Service, Tellers, Cash Vault, Wire Transfer, Cash Management, Proof, Bookkeeping & ATM operations• Developing product and pricing strategies to grow deposit base