Individual contributor role supporting Collections Strategy team. Partnered with operations and technology teams to improve and optimize collections practices. Achieved $17M charge off benefit through implementation of an FFIEC compliant loan extension program.Realized $25M charge off benefit through adjustment of return payments re-presentment strategy.Built champion/challenger collections strategy for new revolving line of credit product.Provided collections strategy expertise… Show more Individual contributor role supporting Collections Strategy team. Partnered with operations and technology teams to improve and optimize collections practices. Achieved $17M charge off benefit through implementation of an FFIEC compliant loan extension program.Realized $25M charge off benefit through adjustment of return payments re-presentment strategy.Built champion/challenger collections strategy for new revolving line of credit product.Provided collections strategy expertise to facilitate shift of auto refinance product to a new servicer. Show less

Led analytic team responsible for strategy development of collections activities related to repossession, collateral sales and post charge off recoveries.Achieved $2M charge off benefit and reduced repossession assignments through champion/challenger testing of letter strategies.Reduced repossession assignments by ~10% through risk based assignment strategies.Addressed 3rd party risk via scorecards that assigned volume to forwarders that compliantly and effectively recovered… Show more Led analytic team responsible for strategy development of collections activities related to repossession, collateral sales and post charge off recoveries.Achieved $2M charge off benefit and reduced repossession assignments through champion/challenger testing of letter strategies.Reduced repossession assignments by ~10% through risk based assignment strategies.Addressed 3rd party risk via scorecards that assigned volume to forwarders that compliantly and effectively recovered vehicles.Reduced FTE need by automating manual letter processes. Show less

Led team of risk analysts responsible for developing, maintaining and measuring Collections Strategy. Responsibilities included risk segmentation, account routing, operations analytics and volume forecastingExecuted delayed entry champion/challenger to reduce collections impact on low risk customers. Utilized dialer tools to test various intensity targets and best time to call. Optimized volume allocation across the Credit One agency network.Implemented SMS as a contact… Show more Led team of risk analysts responsible for developing, maintaining and measuring Collections Strategy. Responsibilities included risk segmentation, account routing, operations analytics and volume forecastingExecuted delayed entry champion/challenger to reduce collections impact on low risk customers. Utilized dialer tools to test various intensity targets and best time to call. Optimized volume allocation across the Credit One agency network.Implemented SMS as a contact channel.Reduced annual cost for specialty collections accounts by 50%.Partnered with operations to forecast expected volumes and recommend annual operating budget. Show less

Tasked with building a central collections analytics capability to support HSBC’s global retail collections efforts. Responsible for the development of common analytic processes. Led the collections analytics center of excellence. Partnered with additional collections functions to align HSBC’s global collections operation and address an annual $20+ billion annual loan impairment charge. Led a domestic team of vice president level subject matter experts and a captive off-shore team of… Show more Tasked with building a central collections analytics capability to support HSBC’s global retail collections efforts. Responsible for the development of common analytic processes. Led the collections analytics center of excellence. Partnered with additional collections functions to align HSBC’s global collections operation and address an annual $20+ billion annual loan impairment charge. Led a domestic team of vice president level subject matter experts and a captive off-shore team of analysts. Navigated different cultures and work environments. Worked with local collections management to develop trust and confidence in global team. Demonstrated to the values of data based collections strategies.Led effort to standardize collection data and reporting across multiple geographies and lines of business. Upon implementation, analysts within the center of excellence were able to support countries that did not have the same level of local analytic capabilities.Provided analytic support for implementation of a global dialer platform. Ensured that dialer data was used for consistent evaluation.Transferred capacity planning from individual countries to a center of excellence that allowed 3-5 analysts to support entire network. Facilitated the sharing of analytic techniques across markets to drive significant changes to operations and strategies. Achieved $2M net loss reduction in Brazil by shifting collections from cheaper and less effective agencies to an internal team. Show less

Led US Card Services collections strategy and analytics team(25 FTE). Scope included account routing, dialer strategies, capacity planning and scheduling, site comparisons and agent performance.Developed risk segmentation and collections treatment tests to effectively manage and reduce a $4B annual loan impairment charge. Managed outsourcing strategy that targeted accounts best suited for agency treatment. Created framework to integrate, compare and measure the effectiveness of… Show more Led US Card Services collections strategy and analytics team(25 FTE). Scope included account routing, dialer strategies, capacity planning and scheduling, site comparisons and agent performance.Developed risk segmentation and collections treatment tests to effectively manage and reduce a $4B annual loan impairment charge. Managed outsourcing strategy that targeted accounts best suited for agency treatment. Created framework to integrate, compare and measure the effectiveness of nine sites and 3,500 agents. Supported use of Global Servicing Centers(India, Philippines) to provide off shore collections. Adjusted routing strategies and treatments to realize an annual cost benefit of $10M. Show less