Dana Sutherland Email & Phone Number

Greater Detroit Area

• Lead a Credit Reporting team within the Compliance Department in an effective and consistent manner. • Manage credit reporting, which includes understanding and ensuring compliance with the Fair Credit Reporting Act (“FCRA”) and overseeing the use of e-Oscar. • Manage and assess Credit Reporting complaints, including those made directly to Credit Acceptance, and ensure that those complaints are handled in a timely and compliant manner. • Oversight of reporting sent by e-Oscar or credit reporting agencies. • Complete audits of team member’s work on an ongoing basis.• Ensure all service levels and deadlines are met by the Credit Reporting Team. • Set and enforce clear expectations for the Credit Reporting Team• Monitor and evaluate team performance and continuously coach team.• Identify training opportunities and act as the primary trainer on core policies and processes. • Enforce the proper application of department processes and policies.

Greater Detroit Area

• Act as a subject matter expert in various areas of the business as needed, and provide valuable feedback and guidance in developing documents in those areas. Ensure that all policies, processes, training materials, job aids, and other corporate documents developed by you and/or as part of a special project are clear, concise, compliant and consistent. • Work with the business to set clear expectations and deadlines for document development milestones. Ensure timely and organized implementation of new and amended policies, processes, training materials, and other corporate documents. • Ensure fully-executed Corporate Agreements are timely received and added to the Published Document Library; work with the business to establish user permissions and review dates. Timely respond to business inquiries concerning corporate agreements.• Ensure that Corporate Documents are preserved or destroyed in accordance with the Document Management Program.• Oversee the administration of the Company’s Document Library and Document Submission Tool to ensure team members have access to the documents necessary for them to do their job. • Provide cross-functional support by learning myriad areas of the business.

Warren, Mi

• Reviewed, investigated, and responded to consumer disputes• Maintained accordance with all relevant collection laws and regulations• Partnered with Human Resources to create employee retention strategies• Created quantitative and qualitative metrics for CSS department• Completed audit of consumer response letter to decrease repeat disputes• Created department hiring program• Provided consistent feedback to CSS employees regarding performance• Advised other associates and management in compliance related matters (CFBP, AG, BBB)• Supervised and mentored a staff of 2 lead specialists and 20-25 vendor specialists• Partnered with Sr. Management to ensure compliance through 2013 CFPB corporate audit• Provided oversight for alignment and migration of all department functions to India• Utilized E-Oscar, Serengeti, FCRA, and the FDCPA to respond to consumer disputes

• Supervised a team of both medical and non-medical collection account representatives• Collaborated with senior management to ensure optimal liquidation of medical inventory • Completed testing on workflow functionality to ensure proper task completion • Provided feedback to collection reps regarding collection call model application• Experienced in Architect and Cogent as well as FDCPA and HIPAA certified

• Created work strategy to manage $12 million loss portfolio of high risk accounts • Collaborated with peers and business center collection leaders developing and executing call strategies servicing an average of 3,690 delinquent accounts and 12,853 in-bound calls per day • Coached and developed team members ensuring application of corporate call model criteria • Communicated and Negotiated with UAW regarding all employee issues for my team• Organized court representation and testified at account deficiency hearings• Reviewed account skip tracing techniques as well as provided feedback for skip tracing improvements

• Provided complete and accurate customer care to ensure orderly liquidation of consumer portfolio in excess of 30 days delinquent• Developed daily call strategy to ensure effective use of time and tools to address delinquency goals• Communicated directly with consumer, developing re-payment plans; consistently exceeding business objectives• Maintained familiarity with defined federal and state regulations and corporate policies concerning fair credit and collection practices

• Lead a team of 7-10 photo department representatives to ensure excellent customer service and quality one hour photo processing• Created and maintained weekly employee shift schedule and payroll budget to ensure proper department coverage• Managed department supply inventory of $1.75 million• Conducted all photo department employee training• Serviced and maintained all photo department equipment

Bachelor Of Arts, Human Resources And Society

Master Of Science, Human Resource Administration