I manage the development, maintenance, and execution of the first line of defense controls for all aspects of the post-default loan sales and third-party recovery compliance oversight program. Additionally, I provide day to day compliance expertise to ensure an effective system of regulatory control exists within the line of business with the directive of staying current on the compliance and regulatory landscape associated with post-default loan sales and third party recovery compliance oversight. I oversee the strategy, execution and reporting on the testing and monitoring program, vendor management playbook and vendor site visits and independently assess whether the compliance control environment is operating at an optimum level. I participate in all new initiatives or modifications to existing strategies to ensure compliance with applicable laws and regulations while independently assessing management’s readiness for implementation. Ultimately, I provide my leadership with reporting on the status and performance of the post-default loan sales and third-party recovery strategy compliance oversight program to ensure that the appropriate level of risk mitigation is taking place.

Implement and oversee the third party vendor relationships for the Loan Sales group within Sallie Mae Bank. This process includes the creation of a testing and monitoring platform to ensure that all third party vendors a are remaining compliant with all regulatory agencies and with customers within an assigned portfolio. Additional responsibilities include financial management, internal and external audits, inventory management, complaint management and quarterly/annual site visits and business reviews.

Direct and oversee profitability of business unit and ensure staff compliance with policies, procedures, laws and regulations. Steer all aspects of planning, training, motivating, evaluating, analyzing, preparing monthly report cards and directing a team while ensuring compliance with the FDCPA and achieving maximum collection results for the company and its clients. • Establish daily production goals for staff while ensuring adherence to company policies and procedures.• Enforce policies, coaching and monitoring staff performance and scheduling to ensure adequate coverage.• Review timesheets for approval/denial and evaluate leave requests for approval/denial. • Develop collector agenda and ensure collectors are following it as required.• Conduct interviews for collector and supervisor positions following all state and federal guidelines.• Select qualified candidates for collector and supervisor positions with guidance from Sr. Director.• Provide accurate projections and forecasts for team.• Track collector progress daily and provide any information requested by management Maintain NSF log while also tracking competitive contracts.• Efficiently and accurately process bonus calculation sheets.

Steered and directed team in meeting established revenue target as well as overseeing an assigned business unit and ensuring regulatory compliance. Set daily production goals for team and staff. Developed collector agenda and ensured compliance to established processes. Conducted weekly staff meetings to discuss complaint prevention and training topics. Provided effective and constructive feedback to collectors by reviewing files and promise sheets.• Counseled collectors, carrying out disciplinary action as needed; conducted performance reviews and provided report cards with feedback.• Cross-trained staff to ensure effective and seamless operations.• Delivered accurate projections and forecasts for team.• Tracked collector progress and competitive contracts and provided any information requested by management.• Interviewed staff for collector and supervisor positions following all state and federal guidelines.•Selected qualified candidates for collector and supervisor positions with guidance from Director. • Analyzed collector files to ensure accounts were being worked within company, client, state regulations, and federal regulations. • Led training sessions to review company and client requirements as well as State and Federal regulations.

• Consulted with clients to determine financial needs and goals to develop growth plans as well as continually building individual client base.• Liaised cross-functionally and with other team members in developing presentations for prospective clients in both a group and one-on-one setting• Fostered relationships with current clients to ensure that financial goals are being met and making the necessary adjustments to ensure they are met long term.• Offered detailed, research-based advice on strategies to meet client needs.• Promptly resolved customer service issues and respond to financial inquiries.• Prepared financial performance reports detailing successful plan outcomes.

• Responsible for assisting assigned supervisor in coaching, training, developing, motivating, and managing team of 20+ Account Managers• Identified operational issues and devised goals/plans to address them.• Monitored progress within team and department toward goal attainment utilizing measurable data and spreadsheet applications.• Devised measurable and observable steps toward achieving operational outcomes.• Mentored and guided employees ensuring all were trained in product knowledge and capable of meeting and exceeding goals based on department directive.• Oversee a selected database of accounts and advise borrowers of payment options, interest rate fluctuation, and how to create the best possible plan and/or solution to paying off their particular financial obligation in a timely manner• Consistently performed at or above department average in dollars resolved, accounts resolved, and talk time, demonstrating the ability to communicate effectively• Provided coaching to new agents through various interactive coaching sessions with new hire training class• Proven team oriented attitude through being flexible, efficient and providing leadership through helping and encouraging team member

• Served as the General Manager overseeing at team of 3-5 sales representatives providing leadership and extensive training of the Verizon Wireless and Dish Network Product Line• Developed and executed local market strategy including special event marketing, B2B networking and product awareness advertising.• Conducted staff training using a “lead by example” approach delivering branded service culture training to ensure quality customer service.• Maximized profits through effective cost control, staff scheduling, inventory control and sales training.

• Provided media coverage for local businesses through Anderson University’s Business Magazine “The Falls Report”• Served as the feature writer for two Pinnacle Award winning issues of “The Falls Report”• Worked with several Fortune 500 companies such as Nestle and Roche creating press releases and published newspaper articles