Darrell Fiala Email & Phone Number

High Ridge, Mo, Us

O'Fallon, Missouri, United States

O'Fallon, Missouri, United States

I directed a highly-skilled team of 70+ professionals tasked with providing exceptional customer service in a collections and loss prevention finance center. Focused on progressive, long-term solutions and data-driven results, I consistently identified areas of improvement and partnered with outside vendors and clients to develop new best practices. In addition, I developed the company standard for employee development and customer response procedures, providing regular training and coaching sessions for staff. A few of my highlights include:• Successfully transitioned the National Mortgage Collections Operation from Tucson to St. Louis, managing all hiring, training, and manager development. This relocation led to a reduction of loan delinquencies by .30% in 6 months, and .50% at year-end on more than $1.5B of delinquency. • Implemented analytical processes targeting activities designed to reduce delinquency expense and improved compliance results by 1.7% annually, consistently exceeding monthly targets, call compliance, and collection goals. • Dramatically improved phone abandonment rate, call effectiveness, and overall customer experience by more than 20% over a two-year period.

O'Fallon, Missouri, United States

Managing CitiMortgage’s loss mitigation center, I led a diverse professional team in 3 different geographic locations, who were responsible for loan modifications for 1700+ private investor portfolios. In addition to loss reduction efforts, my team coordinated loan processing, underwriting, closing, and booking efforts. A few of my highlights include:• Implemented process improvements on an FHA portfolio, streamlining programs that generated more than $2.8M of operational gain.• Provided regular analyses and reporting to executive leadership on key indicators, market and production trends, service levels, abandonment rates, and compliance adherence. • Launched the critical servicing standard matrix requirements for staff managing 1700+ investor portfolios, reducing repurchase losses by more than 90%.٠ Established a positive performance culture utilizing employee recognition, proactive communication, and recognition for outstanding achievements.

Earth City, Missouri, United States

I directed multiple collections departments with a 100+ staff accountable for reducing credit losses and increasing revenue. As a demonstrated change leader, I developed crucial improvement processes that increased recovery dollars each year with an $5M overall impact. I consistently applied productivity and quality measurement policies and procedures, improving workflow processes and employee morale. Additionally, my focus was on people development, utilizing effective coaching strategies and workshops for staff designed to increase knowledge and job satisfaction. My highlights include:• Led task force tasked with reducing delinquency for a sub-prime partner portfolio, resulting in a decrease of rates from 13% to 5.5% in a 6-month period. • Implemented a loss avoidance program designed to improve customer support, resulting in $2.2M in loss avoidance.• Created a skip tracing task force to research and identify charged-off assets, significantly improving the locate rate by 30% and increasing revenue by $900K annually.

O'Fallon, Missouri, United States

Administration Of Justice

Associates Degree, Criminal Justice