Jaime M. Email & Phone Number

800 N. French Street, Wilmington, De

Responsible for the planning, management, and supervision of the overall operations of the Office of the elected Sheriff of New Castle County. Directly supervise the Chief Deputy Sheriff, Real Estate Coordinator, office personnel and deputy sheriffs as well as coordinate the activities of the Sheriff's Office with the courts of the State of Delaware and other governmental agencies. Promotes ongoing attitude of dedication to excellent public service and ensure that external and internal… Show more Responsible for the planning, management, and supervision of the overall operations of the Office of the elected Sheriff of New Castle County. Directly supervise the Chief Deputy Sheriff, Real Estate Coordinator, office personnel and deputy sheriffs as well as coordinate the activities of the Sheriff's Office with the courts of the State of Delaware and other governmental agencies. Promotes ongoing attitude of dedication to excellent public service and ensure that external and internal customers are provided with the highest quality of service. Show less

655 Paper Mill Road, Newark, De

Provide analytical support in executing internal control discipline and operational excellence within a LOB. Gather and organize data in order to monitor and test the effectiveness of key controls and status of mitigation and action plans. Prepare documentation for the tracking, monitoring, and escalation of risk related issues to management. Acts as an ambassador of the risk culture.* Ensure Collections & Recovery is compliant with the Global Records Management Policy and… Show more Provide analytical support in executing internal control discipline and operational excellence within a LOB. Gather and organize data in order to monitor and test the effectiveness of key controls and status of mitigation and action plans. Prepare documentation for the tracking, monitoring, and escalation of risk related issues to management. Acts as an ambassador of the risk culture.* Ensure Collections & Recovery is compliant with the Global Records Management Policy and Standard* Responsible for tracking Collection & Recovery disclosures across all channels Show less

655 Paper Mill Road, Newark, De

Responsible for operational & reputational risk mitigation through design, development and implementation of policies and procedures for First and Third Party Collection Vendors based on contract deliverables. Lead and actively participate in internal Communication and Procedure Review (f.k.a. Governance) calls and obtain key stakeholder approvals. Proactively initiate external policy change for regulations including but not limited to FDCPA, TCPA, SCRA, FCRA and State Legislation and lead… Show more Responsible for operational & reputational risk mitigation through design, development and implementation of policies and procedures for First and Third Party Collection Vendors based on contract deliverables. Lead and actively participate in internal Communication and Procedure Review (f.k.a. Governance) calls and obtain key stakeholder approvals. Proactively initiate external policy change for regulations including but not limited to FDCPA, TCPA, SCRA, FCRA and State Legislation and lead socialization on external vendor calls. Work closely with key business partners across the organization to ensure all potential risks are escalated appropriately. Responsible for communication and evidence milestones related to specialized business assignments initiated by Self-Identified Audit Issues, Compliance Identified Issues, OCC Matters Requiring Attention and Attorney Client Privilege projects.* Aligned vendor procedure guides for Consumer Card, Home Equity Line of Credit, and Business Lending * Completed digital Record Retention project for Team Husain to ensure consistency with enterprise Global Records Management Policy* Successfully educated and support new peers and teammates * Recognized formally and informally by leaders, teammates and support partners for maintaining a strong working relationship with our vendors, praised on our open communication and partnership, and for proactively taking on additional responsibilities and setting apart from peer group Show less

1100 N. King Street, Wilmington, De

Sourcing Lead responsible for the contract preparation for varying category suppliers, negotiation and maintenance of contracts, vendor due diligence and risk mitigation while staying abreast of commodity and industry trends.* Managed and conducted a Request for Information (RFI) for over 40 1st and 3rd Party Collection Vendors (incumbents and non incumbents) on an Enterprise level in order to identify leading industry, high quality vendors by specific product/lines of business; Managed and… Show more Sourcing Lead responsible for the contract preparation for varying category suppliers, negotiation and maintenance of contracts, vendor due diligence and risk mitigation while staying abreast of commodity and industry trends.* Managed and conducted a Request for Information (RFI) for over 40 1st and 3rd Party Collection Vendors (incumbents and non incumbents) on an Enterprise level in order to identify leading industry, high quality vendors by specific product/lines of business; Managed and conducted Request for Proposals (RFP) for 1st and 3rd Party credit card collections and 3rd Party Legacy Asset Services and executed General Service Agreements and Statements of Work to 16 Vendors * Project manager of end to end process of executed Non-Disclosure Agreements, Change Orders, Extensions, and Schedules; utilized persuasive communication to keep projects on target with deliverable deadlines; led calls with line of business stakeholders to organize the project and walk them through Project Plans; assisted process owners with Purchasing and Outsourcing Strategies* Assisted with the development of category management for vendors and deals requested by U.S. Trust and Merrill Lynch within Global Wealth & Investment Management (GWIM) to ensure proper category alignment * Recognized in Senior Leadership Team meeting for participation at the WPEO-NY Breakthrough Breakfast and Procurement fair and for commitment to champion vendor diversity Show less

655 Paper Mill Road, Newark, De

Core founding member of the Vendor Quality Control team. Responsible for identifying risk by providing vendor oversight and control while delivering results in line with customer, stakeholder, and compliance partner expectations. Created First and Third Party control reviews and assessments built on contractual requirements. Responsible for vendor root cause analysis and remediation for exception findings. Actively assisted with data and participated in the Vendor Health Check meeting.*… Show more Core founding member of the Vendor Quality Control team. Responsible for identifying risk by providing vendor oversight and control while delivering results in line with customer, stakeholder, and compliance partner expectations. Created First and Third Party control reviews and assessments built on contractual requirements. Responsible for vendor root cause analysis and remediation for exception findings. Actively assisted with data and participated in the Vendor Health Check meeting.* Managed 11 associates completing account level reviews * Facilitated listening sessions with external vendors and internal stakeholders to discuss quality expectation and deliver candid feedback on vendor calls* Created several new processes for the vendors to comply and report to BAC, including but not limited to Roster Management, Listening & Browse, Dialer, and Quality Review Team (QRT) Reporting* Successfully completed several Urgent Audit Requirements from the Vendor Audit Show less

655 Paper Mill Road, Newark, De

Oversaw the daily responsibilities of 20 associates calling family members and attorneys of deceased customers in efforts to liquidate the remaining balance on both open and charged off credit card and unsecured loan accounts.* Within first month achieved 111% of both Credit Card and Consumer Finance liquidation goals * Leveraged business partners in Strategies, Reporting, Compliance and Forecasting to ensure team runs efficiently with necessary tools and accurate reports* Manually… Show more Oversaw the daily responsibilities of 20 associates calling family members and attorneys of deceased customers in efforts to liquidate the remaining balance on both open and charged off credit card and unsecured loan accounts.* Within first month achieved 111% of both Credit Card and Consumer Finance liquidation goals * Leveraged business partners in Strategies, Reporting, Compliance and Forecasting to ensure team runs efficiently with necessary tools and accurate reports* Manually manipulated data and accounts for monthly placements to assist short-staffed business partners* Career Development Action Team Leader with a track record of at least 34 associates within Collections who successfully posted to new roles throughout the year* Co-Leader of LEAD’s Financial Health committee within the Health and Wellness pillar Show less

655 Paper Mill Road, Newark De

Managed the daily responsibilities of 22 associates processing Estate and Legal Correspondence, Insurance claims, Business Lending and Secured Loan forms. * Immediately improved team’s service level agreement (SLA) from an out of compliance 6-day turnaround back to an in-compliance standard of 5 days * Led the team to exceed the 5-day SLA goal and maintain an average SLA of 4 days and process 635,660 pieces of correspondence* Executed 48 internal policies and procedures to be… Show more Managed the daily responsibilities of 22 associates processing Estate and Legal Correspondence, Insurance claims, Business Lending and Secured Loan forms. * Immediately improved team’s service level agreement (SLA) from an out of compliance 6-day turnaround back to an in-compliance standard of 5 days * Led the team to exceed the 5-day SLA goal and maintain an average SLA of 4 days and process 635,660 pieces of correspondence* Executed 48 internal policies and procedures to be uploaded to the internal desktop share site Show less

∗Oversaw the daily responsibilities of 30 associates conducting outbound phone surveys, 2 programmers, and 3 coaches∗Performed final interviews with candidates and selected which to extend offers ∗Conducted various administrative tasks and produced business reviews/reports in a timely manner, including but not limited to ensuring all expenses were managed accordingly and stayed within departmental budgets ∗Established and maintained relationship outside Card Line of Business in… Show more ∗Oversaw the daily responsibilities of 30 associates conducting outbound phone surveys, 2 programmers, and 3 coaches∗Performed final interviews with candidates and selected which to extend offers ∗Conducted various administrative tasks and produced business reviews/reports in a timely manner, including but not limited to ensuring all expenses were managed accordingly and stayed within departmental budgets ∗Established and maintained relationship outside Card Line of Business in order to promote and expand call center; launched first Spanish survey ∗Initiated first Virtual Side by Side session with Customer Awareness team to expand options for executives to complete their 2 hour/month participation requirement; managed monthly schedule and hosted side by side sessions *Generated Business Continuity Plan for call center*Promoted to Assistant Vice President title Show less

*Oversaw the daily responsibilities of 15 associates conducting outbound phone surveys, including but not limited to maintaining schedules, timesheets, team education, administering reviews/disciplinary actions, and auditing calls for quality control*Worked with survey project managers to establish calling priorities, goals, and completion dates*Maintained Corporate Card purchases and payments*Performed second line interviews with candidates and selected which were passed through… Show more *Oversaw the daily responsibilities of 15 associates conducting outbound phone surveys, including but not limited to maintaining schedules, timesheets, team education, administering reviews/disciplinary actions, and auditing calls for quality control*Worked with survey project managers to establish calling priorities, goals, and completion dates*Maintained Corporate Card purchases and payments*Performed second line interviews with candidates and selected which were passed through for an interview with upper management *Promoted to Officer title Show less

*Contacted delinquent Business Card & Consumer Finance customers to establish payment arrangements on past due accounts*Established and maintain rapport with customers to successfully obtain and update current demographic information*Used persuasion, persistence, and negotiation skills to effectively liquidate balances and cross-sell other bank products*Analyzed credit bureaus to gain a solid understanding of the financial situation, also using the available information combined… Show more *Contacted delinquent Business Card & Consumer Finance customers to establish payment arrangements on past due accounts*Established and maintain rapport with customers to successfully obtain and update current demographic information*Used persuasion, persistence, and negotiation skills to effectively liquidate balances and cross-sell other bank products*Analyzed credit bureaus to gain a solid understanding of the financial situation, also using the available information combined with other data resources to complete thorough skip-tracing*Acquired Business Leader status March, April 2004 & January 2005; Honorable Mention November & December 2004; MVP Team Zunino October 2003*Completed People Development Program in January 2005 *Received three promotions within first seven months of employment in Consumer Finance Collections Show less

Bachelor Of Arts, Corporate Communications

Activities and Societies: Alpha Omicron Pi, Gamma Representative, Dance Marathon Public Relations Team, Elon Volunteers, Elon Poll Student.

Education record