David Lofton Email & Phone Number

Greater Chicago Area

Lead a collaborative effort with risk managers, product and process owners to enhance processes for improved business efficiency and customer experience. Identify and address issues, implement process modifications to prevent future challenges, and prioritize customer satisfaction. Collaborate with dedicated leaders to enhance risk profiles, always prioritizing customer needs. Educate and gain support from key stakeholders regarding the health and performance of processes supporting US Card PLCC and Cobrand Portfolios.• Collaborate closely with business and compliance teams to devise remedial strategies and oversee their execution to ensure clients’ needs are met.• Possess in-depth familiarity with financial regulations, laws, and policies pertaining to credit card operations within financial institutions.• Manage relationships effectively by coordinating, influencing, and negotiating to ensure timely completion of projects with operational or regulatory risks.• Provide training, coaching, and development opportunities for peers to enhance process efficiency, resulting in streamlined workflows.• Conduct research and respond to audit requests from regulatory bodies, such as the OCC.

Rolling Meadows,Il

Design and code JAVA and COBOL solutions to support mainframe processing of front end credit decisioning application in an Agile project management environment in support of 1.7 million applicants per year resulting in 826,000 new accounts. • Lead effective project demonstrations to stakeholders confirming requirements have been met, paving the way for implementation• SME for application processing platforms; primary point of contact with Credit Operations for expedient resolution of technical issues ensuring zero impact to customer experience• Adept at conducting/coordinating UAT/integration testing across multiple teams and platforms to ensure smooth project delivery with superior quality

Greater Chicago Area

Liason between Operations and project teams across all Customer Service Operations; collected and evaluated business requirement impacting call center process efficiencies; evaluated and made changes to policies and procedures and provided training to call center agents. Provided monthly SLA reports to merchant partners.• Efficiently resolved escalated servicing and payment processing issues with merchant partners to ensure continued delivery of superior customer experience• Managed project impacts to merchant servicing, drafted business requirements and managed the approvals of project documentation including functional, technical, and testing documentation• Recognized as subject matter expert on critical merchant operations procedures including; payments, credit application and decisioning, titles and liens.

Greater Chicago Area

Maintained successful relationships with the most important high-volume customers. Worked closely with client development teams to ensure the customer had a well-managed experience. Responsible for the application of up to $1M in monthly payments.• Responsible for misdirected payment process. Tracked and reporting all money sent to HSBC in error• Handled payment application, collections, provided customer service and managed credit issues and disputes• Expeditiously solved client issues; kept accounts active and prevented interruptions to customer purchasing ability• Responsible for analyzing VIP relationships to identify needs and build relationships with A/P departments and client development teams to ensure our customer had a well-managed experience

Greater Chicago Area

Performed credit investigation of companies and small business owners for credit approval and credit-line increase requests for a program with $2B in annual purchase volume. • Tested front end application system and credit policy changes prior to production region implementation. Validated expected outcomes and ensured no negative impacts to our customers• Built positive working relationships with multiple business regions and technical groups during system testing to identify gaps and validate scripts to ensure the best customer experience upon project delivery• Acted as Commercial Credit SME for an application processing project that increased system generated decisions by 50%