Charles Jeter Email & Phone Number

United States

Inspired approx. 7-10 title specialists with primary functions around handling titleexception processing. Executed leadership tactics to ensure superior customer service and satisfaction for internal departments, customers, and dealers depending on title support. Coached and developed title specialists to maintain the highest standards of performance with quality deliverables ensuring processes were compliant and documented; minimized business interruptions; and maintained strong working relationships with our business partners. Provided leadership and employee development through coaching, huddles, side-by-sides and training. Executed management activities, including but not limited to, performance appraisals, interviews and talent selection, productivity monitoring, developmental discussions, and disciplinary actions. Provided reward and recognition to employees. Ensured the technical training and development of team members. Provided one-on-one performance feedback on a regular basis, as well as semi-annual performance reviews. Lead team in providing quality service to internal and external customers. Managed the daily activities, schedules, and goal-performance operational objectives of the team specific to a given functional area. Monitored the quality of work performed to ensure the team followed approved standard operating procedures while driving continuous improvement in customer and dealer satisfaction scores. Managed to ensure the team operated within business goal for all title related processes, such as: Title Perfection, Title Deficiency, ALFA and OnPoint cases, all vendor software reports, Lease to Retail and Direct Lending title work, vendor invoices, and transfers title maintenance. Drove the strategy for my area of responsibility including staffing, scheduling, and assigning workload. Drive improvements to team processes to gain efficiencies and reduce operating cost. Provided resolution to escalated internal- external customer issues.

Lewisville, Texas, United States

Researched and resolved customer issues that requires knowledge of specialized processes/policies. Reconciled general ledger accounts on a regular basis to maintain accurate business records and was the internal control for the Foreclosure Research Unit. Maintained routine decision making while determining the proper course of action within the limits of standard policy and procedure. Assessed strengths and development needs of internal clients including timely and specific feedback and performance management. In addition, provided challenging goals, assignments and opportunities for further development. Lead and coached a team of approx. 8-15 internal clients in a manner that ensured high quality internal/external care focused on building and retaining valuable client relationships and committed to the delivery of value added products and services. This included efficient allocation of resources, goal setting, forecasting, and flexibility to manage changes. Created and fostered a trusting and engaging work environment with a focus on internal client retention. Ensured a culture of accountability, integrity and respect. Managed day to day operations to ensure smooth work flow and to achieve predetermined goals. Provided feedback for quality monitoring, coaching, and development for each internal client. Supplied VP of Foreclosure Research Ops with reports of internal clients daily and monthly activities. Identified and analyzed escalated problems and provided guidance to internal clients for resolution. Negotiated solutions and acted as a liaison with internal and external clients when attorney cases are received directly from attorneys via a specified attorney inbox for resolution. Worked with other areas of the bank to provide resolutions, change policies, and procedures when it was in the best interest of Chase and/or our internal/external clients. Evaluated, researched, and resolved client inquiries. Drafted and/or streamlined numerous processes and job aids.

Lewisville, Texas, United States

Researched and resolved customer problems that requires knowledge of specialized processes/policies. Reconciled general ledger accounts. Receives and completes all unprecedented SC affidavit cases sent directly from attorneys for resolution. Maintained routine decision making while determining the proper course of action within the limits of standard policy and procedure. Drafted and/or streamlined numerous processes, job aids, checklists, and coversheets and the Universal Coversheet used for all affidavit processes. Scanning and imaging of files via email and sending them to our Quality Assurance Unit.

Irving, Texas, United States

Aided Citi Mortgage to recover dues from its borrowers who were identified to have experienced a sensitive life event, such as the loss of a spouse or serious medical issue. Offered solutions such as short sales, loan modifications, lowering interest rates to make repayment feasible, foreclosures and deed-in-lieu for sensitive accounts. Responsible for contacting delinquent borrowers and making all account adjustments. Provided an assortment of solutions with the aim of helping the borrower hold on to their asset and aiding the lending firm to minimize its losses.

Irving, Texas, United States

Worked with VP of Citi’s Irving Auto division to implement TAP awareness, policy, and procedure in the best interests of Citi and our potential internal/external TAP clients. Assessed strengths and development needs of internal clients including timely and specific feedback and performance management. In addition, provided challenging goals, assignments and opportunities for further development. Lead and coached a team of approx. 8-15 internal clients up to 4 months in a manner that ensured high quality internal/external care focused on building and retaining valuable client relationships and committed to the delivery of value, added products and services. This included efficient allocation of resources, goal setting, forecasting, and flexibility to manage changes. Created and fostered a trusting and engaging work environment with a focus on internal client retention. Ensured a culture of accountability, integrity and respect. Managed day to day operations to ensure smooth work flow and to achieve predetermined goals. Provided feedback for call quality monitoring, coaching, and development for each internal client. Supplied Operations Manager with reports of internal clients daily and monthly activities. Identified and analyzed escalated problems and provide guidance to internal clients for resolution. Negotiated solutions and acted as a liaison with internal and external clients when necessary.

Irving, Texas, United States

Worked with other areas of the bank to change policy or procedure when it was in the best interest of Citi and/or our internal/external clients. Handled the accounts of high profile and highly visible entertainers, sports figures, television personalities, and public figures. In addition to high-ranking members of the Legislative, Executive, and Judicial branches of the U.S. Government and influential individuals in both Visa and MasterCard Associations. Evaluated, researched, and resolved client inquiries.