James Garman Email & Phone Number

Scottsdale, Az

Tempe, Arizona

Tempe, Az

I am the leader of 2 teams of mortgage processors that consist of a Purchase Team with 4 processors that exceed the contract deadlines of our customers. And, a Refinance Team of 6 processors that are expected to meet closing deadlines of our customers.I ensure accountability for obtaining approvals to close mortgage loans. This process involves contacting and collaborating with borrowers, State Farm agents (internal and external), mortgage consultants, title companies and other entities to obtain documents and other approvals. I oversee 4 teams as the Tempe Site Leader for the State Farm Bank Employee Development Committee. My committee spear-heads additional employee development initiatives outside the scope of the standard training curriculum for over 500 employees. My business operations and administrative duties include interviewing, hiring, performance management, terminations, human resources management, personal development, and payroll management.I am well versed on the EOM practices within our department. The background formulas for each metric and how they work, as well as, the documented standard operation procedures that guides us in our work efforts.

Tempe, Az

Successfully managed and led 4 teams within front office operations: Each team included 2 to 5 employees.Order processing, client services, customer service (call center) and fulfillment operations.Ensure all orders are reviewed for accuracy to minimize errors and reduce downtime.Created and redesigned Standard Operating Procedure guidelines for customer service division and operations.Worked directly with clients regarding new client set up, data needs, order updates and special requests.Oversaw customer service department resolving order questions, issues and implementing save the sales techniques during product return calls.Fulfillment operations entails detailed relationships with shipping providers and ensuring all orders are packed & shipped in a timely basis while minimizing errors.Worked with human resources department to develop & facilitate monthly training and policy meetings

Leader of 5 teams: Customer Service, Accounting & Collections, National Sales Assistants, Warehouse & Order Processing. Achievements included improving response and resolution times in customer service groups. Implemented new hire training process, continued training process and leadership development. Reducing days to pay and delinquency rates in receivables & collections team. Facilitated weekly & monthly department meetings to update staff on important issues and conduct continued training on company policy and sales techniques. Designed & developed training & user manuals for all departments. Created direct line access to sales representatives and customers for timely and user friendly issue resolution.Conducted remote training sessions with regional sales reps, executive management, vendors and customers regarding usage of new products and implementations. (WebEx)

Scottsdale. Az

Leader of 3 teams, new loan underwriting & on boarding, customer service and collections and legal recovery unit: Oversaw loan approval process for new loan applications.Developed and implemented scoring model used to determine loan approval and reduce risk.Facilitate new hire on boarding, training and continued development.Developed and administered all training documents, policies and processes.Instituted process documentation to standardize internal processes and organization.Responsible for complete customer service & collections operations. All customer service inquiries from new loan account creation through payoff.All levels of collection delinquency through vehicle repossession and charge off. Managed post collection & charge off operations. Referral for legal action and subsequent lawsuit and garnishments.

Documented all necessary processes and flows.Communicated all necessary program changes with third party vendor. Reviewed and re-designed the current loan officer bonus payment system. Identified 6 key areas to be migrated to SQL Server to increase efficiencies and accuracy.Facilitated remote training sessions with locations throughout the country to ensure understanding of the new system. (Net Meeting)Managed and directed the corporate Online Rewards and Recognition program.Documented all process flows for the system and recommended and implemented system efficiencies.Facilitated weekly updates with senior management and third party vendor. (remote meeting Net Meeting)

Personnel Management: Managed staff of 100 plus, including up to 10 exempt.Delinquency Ranges: Managed departments from current account servicing through 120 day delinquent accounts to reduce delinquency and losses.Hiring & Recruiting: Effectively managed recruiting department to monitor attrition rates, and interaction with temporary / placement services. Managed new hire interview process to standardize all processes to insure consistency.Training: Managed and facilitated 3rd and 4th week new hire training to increase retention and team member development. Developed & administered continued training initiatives for collections and skip tracing. Managed training initiatives and developed strategies for use on a 50 station predicative dialer.Operations Analyst: Responsible for all reporting needs with the center. Used AS400 queries and Microsoft Access to obtain and manipulate data to produce forecasting and production reports.Predictive Dialers: Managed day-to-day strategies for a Melita & Davox Dialer systems to increase productivity and reduce losses.Inbound Operations: Developed Inbound Customer Service Department to effectively monitor customer requests while maintaining satisfactory average speed of answer, average hold, and average abandon times. Managed staff of up to 60 people, including full time and part time shifts. Schedule staffing based on peak call times business needs.Community Investment: Managed center wide community investment/charity and all inter-office events.American Cancer Society’s “Climb to Conquer Cancer”, March of Dimes “Walk America”, Susan G. Komen Foundation “Race for the Cure”, United Way & Salvation Army “Christmas Angels”

Bs/Is, Management Information Systems, General

Ms/Cis, Computer Information Systems