Managed daily operations in various departments, including dealer set-up, funding, loan servicing, credit review and servicing, with full responsibility for operational results, strategic planning, reporting and process/procedure development.Developed strong business relationships with electric vehicle OEM finance partner based on trust, open communication and candor. Oversaw the implementation of various business initiatives and process improvements.

Lead and performed comprehensive analysis of complex issues and organizational needs to identify inefficiencies and areas for improvement. Developed and ensured implementation of an effective compliance governance framework and process across the organization to ensure compliance with applicable state and federal laws and regulations.Aided in preparation of templates for written reports on gap analysis, including findings and recommendations; prepared and gave presentation to Executive Team of findings and recommendations regarding gap analysis.

Lead and managed all activities related to Servicing: Collections, Asset Remarketing, Titles, etc. Lead daily operations of the team to ensure accountability, compliance, quality customer service and resolution of goals and objectives.Ensure the organization’s collections and risk management strategies are carried out in an effective manner that results in the most profitable and efficient collection and performance of the FTF’s loan portfolio and risk related productsCoach and practice all collections policies and procedures to ensure team members operate in the most efficient and compliant manner possible in our fast-paced, goal-oriented environmentCoach and practice repossession, and liquidation recommendations and/or make decisions on the disposal of any collateral are made with proper compliance to result in the smallest loss possible to the organizationEnsure all collections strategies, efforts and results provide the proper balance between customer/account retention and problem resolution vs. premature repossession decisions Meet targeted daily/monthly delinquency and loss objectives and maintain assigned accountsPartner with management to develop collections/BK/recovery and professional skills Notify management of any recognized potential risksActively participate in team or company meetings and eventsCommunicate urgent or important information one on one or in team settings

Oversaw and monitored team responsible for a variety of monetary and non-monetary functions including processing customer payments, bank rejects, dealer unwinds, account charge-off and refunding overage payments. Managed team responsible for balancing daily reconciliation reports for all previous day transactions. Trained, coached and developed team members through side by sides, one on one sessions and team meetings. Implemented department changes to streamline processing of payment extensions and reduce turn time. Partnered with various departments to help resolve customer issues, complaints and identify root cause in attempt to improve customer service.

Supported the ongoing business operations of Exeter Finance and managed the implementation of various business initiatives and process improvements. Responsible for the identification of operational needs and opportunities, defining business requirements, researching and testing possible solutions, working closely with the Project Management Office, and measuring results against objectives. Worked to enhance the effectiveness and efficiency of the organization and helped grow Exeter’s capabilities and competitive advantage.Conducted thorough analysis on identified process improvement opportunities - documented business requirements, potential risks, options and recommendations.

Manage a team responsible for managing and resolving a portfolio of delinquent loans. Monitor team is effectively communicating with borrowers to determine hardships, resources and intentions for properties within guidelines per department, company and investor standards. Audit loans to confirm team requested and properly analyzed financial documents for solutions to mitigate losses based on borrower eligibility and investor guidelines within appropriate service level agreements. Ensure team documents accounts, responds to all property inspection results, orders and follows up on missing or old property values. Approve prepared pending foreclosure bids, when needed, in a timely manner based on upcoming sale dates.

Manage team responsible for preparing and coordinating correspondence, to include reinstatement letters, financial packages, forbearance letters, foreclosure, non foreclosure repayment agreements and copies of loan documents (including handling of confidential information). Oversee and monitor Operations Support team responsible for working defined tasks within service level agreements. Supervise team working with Foreclosure department to ensure postponement, cancelation and resuming of foreclosure action. Point of Contact for Spanish translation of Customer Relations Management documents including but not limited to; financial package, denial letters, ACH setup letter and interactive voice response prompts. Travel to vendor sites to provide coaching and development; meet with vendor management to provide associate feedback. Perform monthly Investor audits to mitigate losses on delinquent loans. 40% FTE expense reduction by implementing process improvements and automations.

Responsible for building and leading bilingual team in educating customers with options available to resolve their delinquency; up to and including foreclosure, reducing abandon rate, and ensuring departmental scorecard objectives were met. Supervised bilingual team’s performance in order to minimize loss, ensure homes were not referred to foreclosure while in review for loss mitigation options by obtaining and documenting systems with sufficient information to perform thorough analysis. Responsible to ensure compliance with guidelines and procedures were met. Identified training requirements; provided coaching and development for direct reports. Updated, developed, and implemented changes to Call Center process and procedures. Assisted Community Outreach; met face to face with customers to collect information needed to review account for loss mitigation options.

Responsible for leading a team in educating high risk customers on the options available to resolve their delinquency; up to and including foreclosure while monitoring and providing performance feedback; identifying training requirements and provided coaching. Accountable to ensure sufficient information was obtained and documented to perform thorough analysis in order to review, negotiate appropriate loss mitigation options and reach workout solutions. Supervised daily Call Center performance in order to minimize loss severity, provide superior asset performance and ensured that departmental scorecard objectives were met. Analyzed, investigated, and resolved inquiries requiring supervisory level intervention and reviewed daily and weekly reports to ensure standards for quality and productivity were maintained. Built and motivated strategic-thinking workforce by reviewing, developing, and implementing changes to Call Center processes and procedures.

Responsible for the development, implementation and management of all department policies and procedures. (Bank shut down by FDIC for increased capital requirements)

Developed new business relationships to build a network of dealers who would support and service RoadLoans pre-approved customers. Contacted targeted and current dealer network members via email, phone and on-site visits to promote and sustain network membership. Collected and analyzed data of customer and dealer demographics and behaviors to identify potential markets for network expansion.Implemented campaigns to increase dealer network membership in targeted areas. Managed internal processes with sales, credit and funding staff to expedite loan processing supported by network members. Worked with Marketing and Business Development teams to create dealer network package for new and participating dealers. Developed a website for funding updates to reduce inbound calls from network dealers.

Supervised funding team to ensure loan packages were processed within company policies while maintaining funding timelines. Managed the growth and profit objectives established by the company and director of funding. Interacted with the credit department to assure quality and performance was maintained at target levels. Performed monthly audits to verify underwriting standards were followed during the funding process.Ensured the interaction with dealers, customers and sales representatives were maintained with a high level of service.

Verified customer and dealer documentation, which included but was not limited to employment, residence, income and insurance verification; reviewed and calculated for loan processing. Worked efficiently to meet departmental goals and assured loan packages were in full compliance. Monitored work queues and diligently followed up with dealers and customers on outstanding funding items. Investigated and resolved issues regarding incorrect or missing documentation. Assisted supervisor/manager in providing support with training and development of new hires and co-workers.

Processed packages from dealer to ensure all required customer and dealer documents were received and within company guidelines. Worked in a blended queue to collect missing documentation. Performed due diligence on funded loans to ensure state requirements were met before boarding to servicing system. Provided training and assistance for new hires.