Heather C Stephens, Mba Email & Phone Number

South Carolina, United States

Greenville, South Carolina, United States

Coaching multiple teams who process expense approval and profit recognition from marketing projects that help drive the high performance of a Fortune 500 / 2024 World's Most Admired Company

Greenville, South Carolina Area

Leading a team of 13, with seven direct reports, responsible for the collection of receivables for a$90M portfolio, reducing DSO while identifying opportunities to extend credit and grow businessobjectives.• Coach seven direct reports to prioritize their objectives and maximize goal achievement in avirtual/work from home environment.o Provide consistent and frequent communication, use collaborative document sharing,and provide instant feedback to guide priorities. Team consistently meets andexceeds quarterly incentive KPIs.o Utilize available data to identify opportunities to resolve past due balances with ourcustomers. o Serve as an escalation contact for internal and external issues, employing high touchcustomer service to resolve disputes and retain the business.• Works with individuals one on one to identify development opportunities, both personally andprofessionally. Employs a “meet them where they are” approach to building trust that fosterstransparency and enables them to grow as Credit Professionals in all interactions.• Maintain morale and motivation of the team through change, including transitioning from in-office work environment to remote work force, changes in technology and systems thatimpact how we service our customers, and incorporation of an international team that bringschange to teams’ role and responsibilities.• Serves as mentor to other Supervisors within the Credit Department, available for one-on-onediscussion of best practices and “courageous conversations” that drive goal achievementwithin our teams.• Participates in and leads project initiatives to improve processes and procedures for entireCredit Department.

Greenville, South Carolina Area

Leading a team of six, responsible for collection of receivables on a North American portfolio of more than $330M • Evaluate and interpret financial statements, trade and credit reports to reasonably set or recommend credit limits that maximize sales opportunity and mitigate risk to the company. • Serve as escalation point for barriers to repayment to ensure proper and timely collection of invoices and debits, achieving departmental goals and contributing to profitability; conduct weekly and/or monthly conference calls with sales teams and customers to resolve issues and drive repayment solutions on accounts. • Effectively communicate the status of all accounts to upper management, highlighting our successes and offering paths of resolution for collection issues. • Continuously train and coach team members to increase the strength of the team, capitalizing on their skill sets and providing further development.

Greenville Sc

• Analyze receivables due, barriers to repayment, and challenges in customer behavior to provide solutions that facilitate team and company goals. • Success Story: Collaborated to collect 71% of prior year outstanding items and reach settlement agreement for our single largest customer account, marking the first year of profitable settlement with this customer. • Maintain a 96%+ collection rate for invoices, within 15 days of due date. • Consistently serve as lead on new process origination/development to increase efficiency within department and add value to bottom line. • Success Story: Co-founded, organized, and facilitated our “Most Important Assets” series, an on-going employee development series focused on personal leadership, effective communication and strategy. This has served to not only increase productivity in our department but increase employee morale and accountability. • Served as Project Manager for automated software implementation: partnered with teammates to analyze accounts and identify specific benefits of automation, then developed internal reporting and process improvements for use in collaboration with software vendor to best utilize their automation and achieve returns on the investment.

Laurens, Sc

• As Project Manager decentralizing wire transfer services to retail branches:• Designed, implemented and facilitated training for over 150 retail teammates processing wire transfer requests, resulting in greater operational efficiency and better client service. • Monitored performance, ensuring compliance with all Bank policies and procedures. • Assisting leader of Electronic Banking, automated, trained and implemented Regulation E processing and EMV Card conversion, minimizing likelihood of human error, saving time and ensuring compliance with recent Dodd Frank Act requirements.

Laurens Sc

Managed operations of a high-transaction, high-deposit-base branch, including growing the business, servicing customers’ needs for deposits and loans, implementing policies and procedures, and managing a team of eight.• Identified and qualified high net worth clients with $400K+ compensation or $1MM+ assets. - Cross-sold Private Banking services to qualified clients. - Collaborated with private banking to identify high net worth clients. - Cross-sold Wealth Management services: - Brokerage: by reaching out to customers with maturing CDs - Planning: by listening for cues from recent life events, interviewing and gathering life goals, and gauging risk tolerance. • Grew core deposits by $7MM, exceeding goal by over 500%, by: - Networking within the community and bringing in new clients, sustaining the branch’s 55% market share city-wide. - Strategizing a marketing plan, targeting largest accounts and negotiating favorable rates, thereby influencing local municipalities to concentrate funds at Palmetto.• Counseled clients on refinancing opportunities, resulting in over 100 new credit card customers and $650K new loans (home equity lines of credit, car loans and small unsecured loans) despite recessionary times, decreasing home values and dearth of qualified borrowers. - Used application interviews and credit reports to evaluate loan applicants’ credit-worthiness, collaborate with Bank Treasury officials and secure favorable terms for the bank and customers. - Identified and screened out unqualified borrowers, resulting in: - 1.08% past due ratio - ~50% better than bank target of 2%. - Less than $70 charged off on a $7MM portfolio. - Over 98.5% compliance with all loan documentation requirements.• Exceeded product margin sales goal by 15%.

Laurens Sc

• Implemented branch standards of quality and service, improving the customer experience of the branch and the bank’s technology. • Coached tellers and client service representatives in successful sales techniques including:• Cross-selling products into existing accounts, reinforcing “stickiness” of client relationship, contributing to 40% market share county-wide.• Recognizing client leads for sale of products and services, resulting in growing core deposits by $145K and individual loan production by $183K, despite below plan staffing.

Floating, Upstate Sc

• Trained at an accelerate rate in all departments of the bank in preparation for a position in management. • Performed all customer point of contact roles including teller, customer service representative and loan officer. • Exposed to corporate and operating structure of the bank and the role and function of each department.

Fountain Inn Sc

• Processed all customer transactions including but not limited to: deposits, installment loan payments, cashing checks, loan disbursements, official check purchases • Responsible for distribution and safeguarding of currency in my possession.• Consistently met goals pertaining to sales and accurate balancing of cash.

Master Of Business Administration (M.B.A.), Organizational Leadership

Bs, Economics, Sociology

Activities and Societies: Delta Sigma Pi

Certification

The South Carolina Bankers School provides general educational experiences in many phases of banking. Throughout the three-year program.