Daniel Bergstrom Email & Phone Number

Sioux Falls, Sd

Responsible for general manager related leadership activities in developing and growing Consumer Lending and Banking as a Service programs and enhancing collaborative relationships with marketplace lenders to support the Pathward mission of "powering financial inclusion."Lead and enhance the relationship between internal units and business partners including process, policy, and strategy associated with credit decisioning, underwriting policy, risk management & compliance, third party risk, marketing, operational service levels, and project management. Help develop, drive, and implement solutions to support business objectives and consumer financing needs.

Sioux Falls, South Dakota, United States

Support all aspects of Retail Consumer Operations, including deposit and loan products, business development, and customer problem resolution. BSA Officer for South Dakota location.-Assisted in successful rollout and integration of new branch location beginning in December 2018.-Led hiring of incremental staff to support new bank location and business expansion.-Helped launch & execute successful sales campaign generating $20 million in new deposits.-Participated in enterprise level business task force that streamlined processes, improved efficiency, enhanced client satisfaction.

Sioux Falls, South Dakota Area

Manage In-Business Risk governance for the North America Fraud Utility to strengthen management awareness, assessment and controls to reduce Operational, Compliance and Regulatory Risk. Includes quarterly/annual review and reporting of inherent and residual risks, and collaboration with risk framework colleagues to improve process controls, escalation processes, issues management, internal/external exam results to drive an enhanced risk culture.-Co-led successful consolidation of operational and policy driven Fraud Management functions into centralized framework allowing end to end risk assessment and reporting. -Enhanced overall quality and executional delivery of quarterly and annual risk control reviews to senior executives via streamlined data reporting and resource optimization.-Improved collaboration with internal clients by strengthening relationship management and communication.-Leveraged resources to provide strong business support to significant volume of internal and regulatory exams.-Further developed direct reports through targeted coaching and stretch assignments.

Sioux Falls, South Dakota Area

Directed call monitoring and listening post strategy, resources and program initiatives to improve client experience, efficiency, drive to digital, regulatory compliance objectives across credit card, retail bank and mortgage servicing functions, totaling over 15k employees. Provided global relationship management and best practice support.-Collaborated with business leaders, improving processes, policies, training, analytics, & customer net promoter score (NPS) from -2 to +55%, driving improved revenue, account attrition, expenses. -Created centralized North America Utility for quality monitoring via transformation, consolidation, integration of 7 units with resulting 30% headcount reduction & 50% efficiency improvement.-Led 130-member task force that developed Citi’s “Help Me” client servicing model supporting “Remarkable” service culture, to over 15K employees in North America and Europe enhancing training, soft skills, service metrics.-Developed “Road to Remarkable Servicing” monthly huddle program for client facing employees to reinforce service best practices via monthly awareness and role play sessions. Employees rated program “5 Stars” while driving improved focus and performance. -Partnered with senior risk and compliance project leaders developing and implementing comprehensive complaint standards program mandated by Consumer Financial Protection Bureau. -Recognized consistently as top “people manager” via annual Employee Survey rating leadership.

Sioux Falls, South Dakota Area

Managed design and rollout of start-up quality monitoring and voice of customer listening program for North America customer service. Led targeted client satisfaction improvement strategies, and strategic goal setting. Managed executive complaint response units and served as site phone director for 750 employee call center responsible for all aspects of servicing and sales.-Co-led development of Citi’s 1st digital client satisfaction survey used to measure NPS & first contact resolution, reducing survey cost by over one million dollars annually, while providing robust client to employee feedback.-Implemented comprehensive cross business NPS infrastructure program as core project member, rolled out 10 targeted action teams, new servicing groups, comprehensive training/communications, while significantly improving service delivery and customer loyalty.-Consolidated multi-site executive complaint unit footprint 50% via best practices and centralized utility design. Led complaint management and analytics resulting in lowest credit card complaint ratio in credit card industry. -Implemented voice of customer listening programs for executives, ops heads, and marketing to assess new products, conversions, policy, compliance and operations changes for continuous improvement.-Designed quality monitoring & awareness program expanded across 20 onshore & offshore service centers/5K agents, creating a common methodology for assessing call quality, results reporting, training & awareness programs while driving improvement in customer satisfaction 6 consecutive years.

Sioux Falls, South Dakota, United States

Managed Fraud Control resources across North America responsible for fraud deterrence strategy, recovery and loss reporting & forecasting, and Field Investigations; served on Global Fraud Strategy team and Mastercard & Visa industry fraud best practices councils. As Operations Manager, led multiple units and resources in loss recovery, chargeback effectiveness, and operational excellence.-Partnered in building an industry best fraud management process (3.6bp of sales in 1999). -Mobilized the industry in recognizing “skimming” vulnerabilities; reduced skimming loss by $7 million in 1999.-Identified improvement strategies for card programs in Brazil & Canada via site visits & actions.-Helped lead best practice integration driving $11 million save on Universal Card Services acquisition.-Collaborated with fraud team to earn Visa Chargeback excellence award three consecutive years.-Helped implement fraud management system & process changes to meet industry requirements.

Chicago, Illinois, United States

Led project & portfolio control functions, including integration of productivity/service delivery enhancements, reporting of $1 billion in risk assets on 11 credit products for 55 branch network. As Operations manager, responsible for credit, customer service, and fraud units for unsecured lending.-Managed the sale & systems conversion of Citibank Illinois Credit Card Portfolio to Citibank SD. -Co-managed the centralization of credit back-office (120 FTE), with 17% staff reduction.-Improved credit processing timeframes from 15 days to 7 days and reduced complaints by 60%.-Collaborated in strategies that increased credit account base by 65% and balances by 82%.

Sioux Falls, South Dakota, United States

Held supervisory & project manager positions during Citi Cards Operations Center migration from New York to South Dakota, Nevada, and Maryland. Supervised the daily reconciliation of $4.7 billion in card receivables, $30 million in annual payment investigations, and portfolio conversion accounting. -Hired & trained an accounting unit supporting the transition from New York to South Dakota.-Served as member of portfolio conversion team supporting several large portfolio acquisitions.-Project member for largest industry image capture payment processing system implementation.-Identified 2 million credit processing system that increased operational productivity 44%.