Hector Torres Email & Phone Number

San Diego County, California, United States

 Work with business leaders to complete line of business risk assessments to assess and monitor risks and opportunities for their respective areas.  Partner with the different workgroups to define risk appetites and develop KRI/KPIs and associated reporting to ensure all indicators are effectively being monitored.

San Diego, California

Greater San Diego Area

Greater San Diego Area

Effectively managed a team of 50 Account Managers and 4 Group Managers. Responsible for the performance of both inbound and outbound collection teams that deliver over $30M in annual collections.Ensured Account Managers partner with their consumers to find the best solutions possible for their situation to ensure compliant with FDCPA, FTC, and CFPB rules and regulations via monthly audits and phone call reviews.Partnered with leadership from the domestic and offshore sites to set appropriate goals and expectations for the work groups in order to provide consistent service to the consumer.Analyzed key metrics for the site and global work groups to identify trends and areas of opportunity. Drive changes or process improvements to ensure risks are minimized and best practices are shared.

Irvine, Ca

Part of the team that successfully implemented the initial WFDS “Hardship” Refinance product to help existing customers restructure their current auto loan into terms that would enable them to continue to pay off their existing balance and to help minimize repossession/charge off costs to over 50 regional offices. Worked with the WFDS Diversified Auto Product Division helping transfer a $120 million per year operation from an indirect dealer product to an internal direct to the consumer product. Applied WFDS underwriting guidelines to consumer automobile refinance credit applications, evaluating credit attributes, in order to render a timely decision to customer, contributing over $13 million of annual originations.

Greater San Diego Area

AVP Collections 2/09 – 4/2010Effectively manage a team of collectors, a support staff, and a network of attorneys in different states responsible for $60M in annual collections. AVP Quality Assurance 6/08 – 2/09Implemented call monitoring reviews in order to increase efficiency and improve negotiations and improve customer service. This increased collections by an average of 10% within the first 120 days of implementation. Refinance Operations Manager 6/06 – 6/08In 2006 was an integral part of a department wide restructuring, where two departments were being merged into one. Within 18 months, I improved my new team’s productions performance from the 6th out of 8 at the end of 2006 to 1st out of 9 in 2007 and was a recipient of HSBC North America’s Presidential Award in 2007. This prestigious award is only awarded to less than 2% of 60,0000 employees in North America for demonstrating exceptional performance in sales, customer service and company spirit. eBay Operations Manager 5/03 – 3/06Responsible for the development of a direct to the consumer automobile financing model for our alliance partner eBay Motors, which included working with a project staff from eBay and a network of dealerships throughout the country, accountable for $180M in originations annually.  Consumer Project Manager 11/00 – 05/03Managed all phases of HSBC’s direct to the consumer department’s project development and timely implementation. Unit Manager – Indirect Funding 06/97 – 11/00Managed team responsible for verifications, processing and the completion of automobile installment contracts. Credit Officer 01/96 – 06/97Applied HSBC underwriting guidelines to indirect automobile credit applications while evaluating credit attributes in order to render a timely decision to automotive dealer base. Loan Processor 04/94 – 01/96Received, reviewed and completed the boarding process of dealer generated loan packages. 

Monterey, Ca

Coordinated logistical movements of the unit to ensure all the necessary equipment was available and ready for use. Compiled and maintained reporting and requisitions for all communications equipment for the US Army and Army National Guard.

Greater San Diego Area

Processed sales contracts and charge card applications for a variety of retail partners that marketed Bank of America’s financing programs. Responsible for relationship management of assigned retailers. Ensured all transactions were documented and all reconciliation reports were completed and correct.