Christopher Ercoli Email & Phone Number

Texas, United States

San Francisco, CA, US

San Francisco, California, US

Created Credit Card Collections department which required hiring & training new staff, developing standard operating procedures, and building the Credit Card Collections infrastructure at SoFi. Partnership with Risk & Engineering teams to build capabilities and execute contact channel strategy for including outbound & inbound calling, text message and.

Detroit, MI, US

Responsible for creating, maintaining and validating capacity planning workbooks used to assist the Consumer Asset Management group with short and long-term resource planning. Additional responsibilities will be creating and implementing strategies that support continued resource modification solutions in all areas of Ally Financial to improve the.

New York, NY, US

As an Advisory Council Member with GLG I provide clients with business experience insights to solve a wide variety of industry challenges and drive better outcomes every day.

Dallas, Texas, US

• Responsible for day-to-day operational execution of Member Engagement including Outbound Dialing, Inbound Customer Service, and Quality & Training for over 500 employees in Dallas, TX & Rapid City, SD locations.
• Supervised the implementation and scaling of Automated Dialer for Member Engagement to meet annual & corporate goals.

New York, New York, US

• Responsible for day-to-day operational execution of Collections for Branded Cards including Early & Late Stage, High Value at Risk Ownership, Multi-Product and Escalations/Forbearance units. Also served as the Site.
• Effectively interfaced with external regulators and third-party servicers (CFPB, OCC) while collaborating with internal partners (legal, risk, compliance, audit, finance, & human resources).
• Implemented Collections Effectiveness initiatives including overhauling training curriculum, increasing forbearance referrals/enrollment, online digital collections enhancements, and building high value at risk.
• Multi-site operational capacity planning, inclusive of leveraging both onshore and offshore vendor resources.
• Excelled in producing high performing teams with high morale and low attrition.

New York, New York, US

• Responsible for monitoring and measuring Operational Execution against all strategies within Branded Cards Collections including Communication Channel Strategy, Staffing and Capacity Planning, Control-MIS, Performance.
• Lead expense reduction initiatives for both Branded Cards Retail Services collections portfolios. Since 2013 implemented over $57 million in expense reduction between Branded Cards and Retail Services collections.
• Developed new MIS to help monitor operational performance against strategies and improve controls environment.
• Operational Lead for Guam Conversion in 2015 & Co-Lead for Costco Conversion in 2016, both very successful conversions.
• Recipient of Leadership in Excellence Award four consecutive years, based off performance and executive nomination.

New York, New York, US

• Responsible for expanding pilot department implementing new infrastructure and footprint. Created department MIS-Reporting to drive operational decisions and enhance effectiveness, as well as 2 Business Analysts.
• Trained new managers during on-boarding process in order to reduce knowledge gaps and share best practices.
• Streamlined process to assign different system access across each department for the collection staff and management team.
• Coordinated the on-boarding of 300 collectors and 20 Unit Supervisors across 3 multi-state sites.

New York, New York, US

• Responsibilities included supervising collections teams up to 30 employees, coaching and developing the team, while demonstrating a full understanding of the organizations outbound collection strategies to lower net.
• Supervised teams in Early Stage, Late Stage/Precharge-Off & Back Office Support groups in credit card portfolios.
• Streamlined the Collections Support unit processes and coordinated the consolidation of 3 sites to one in 2006.
• Successfully transferred back-office work to Mumbai, India in 2007 as part of Cost Transformation efforts reducing annual expenses by $1MM.
• Responsible for building, launching and managing a new multi-product integrated collections department reducing net credit losses by $20MM.

New York, New York, US

• Responsible for resolving customer complaints, general credit card inquiries and providing customer service to clients.
• Wrote and revised procedures, trained and evaluated new team members, provided Unit Manager support.

Bachelors Of Business Administration, Marketing

Engineering