Jarrad Lutton Email & Phone Number

Nashville, Tn, Us

Nashville, Tennessee, United States

Oversees entire Collections process to monitor accounts for overdue balances and follow up with B2B clients to collect payment and navigate any billing complications. Provides leadership and coaching to the Collections Team and is responsible for the team's overall performance. Responds to and resolves external and internal communications regarding any question/complaint/concern about the billing process. Develops overall structure, workflows, and standard operating procedures to establish and ensure the continued efficiency, organization, good communication, and consistency of all collections processes. Develops and maintains strong relationships with clients to ensure timely payments and the resolution of any issues. Manages the accounts receivable process, processing payments and reconciling accounts. Assists with month-end closing procedures, including account reconciliation and reporting.

Nashville, Tennessee, United States

Oversaw the comprehensive daily functions of a retail banking branch. Tasked with creating and successfully implementing strategies for expanding the customer base, growing existing accounts, and increasing sales, all while delivering the highest levels of customer service. Promoted the growth of the deposit base while managing expenses and controlling overall profit-loss margin. Minimized operational risk and ensured branch safety, security, and compliance with all banking regulations. Coached and managed the overall performance, morale, and long-term career development of branch staff.

Nashville, Tennessee, United States

Temporary contract to oversee the Quality & Insights department through various projects during a time-sensitive transition. Worked cross-functionally with other stakeholders to devise/revise initiatives regarding process improvement and internal performance. Remotely led multiple teams throughout the United States and the Philippines to ensure completion of all assigned projects.

Franklin, Tennessee, United States

Worked alongside executive team to expand the Quality Control department's services across the entirety of the company. Oversaw various project management and process improvement initiatives, created new workflows and processes, and implemented positive change and efficiency across a multitude of departments. Provided ongoing leadership seminars and classes about high-level customer service skills across various departments and teams. Oversaw the Director of Quality Control to nurture and ensure continued success, employee performance, and an environment of positivity and excellence within the department. Provided various financial reports and performance trackers to the executive team, to identify ongoing improvement needs, training opportunities, and facilitate ongoing conversation about the evolution of the existing business model.

Franklin, Tennessee, United States

Founded the Quality Control department, which consisted of various teams: Quality Assurance (proactive rolling internal audits of employee files and overall customer service delivery), Compliance (reactive and per-request audits of internal processes, proper delivery of client expectations, and quality of service), Client Retention (top-level de-escalations above Team Managers, resolving all client complaints/concerns to ensure overall client satisfaction and company profitability), and Learning & Development (new-hire universal training, ongoing education about internal policies and processes, technologies, customer service skills, professionalism, correspondence, de-escalations, etc.) Oversaw all functions within the department, providing continuous leadership and coaching, and ensured that all tasks were completed within assigned timeframes. Led classes and held seminars across the Post Sales division about a variety of customer service topics. Involved in continuous project management to identify process improvement needs, establishing new workflows and policies as needed. Provided a wide variety of reports and trackers to existing leadership throughout the company, giving feedback about all internal findings, performance metrics, and financial profitability, for ongoing coaching and training purposes.

Franklin, Tennessee, United States

Managed team of Resolution Specialists, providing ongoing leadership and coaching, and ensuring continued education about all job functions. Overall responsibility for success of the team in providing continued customer service excellence and successful delivery of timeshare cancellation services. Resolved all team-based client de-escalation needs, ensuring overall client satisfaction and company profitability. Utilized a multitude of reports and performance trackers to monitor employee behaviors and ensure overall success.

Franklin, Tennessee, United States

Served as relationship manager for 100-120 new and existing clients, delivering top-notch customer service, and resolving any concerns/questions/complaints. Utilized ongoing strategies to provide resolution of client's dispute with their timeshare entity, ultimately achieving the successful cancellation and closure of their contract and relief from their financial burden.

Nashville, Tennessee, United States

Served as the front-line point-of-contact via phone for prospective addiction treatment clients and their loved ones. Provided on-the-spot counseling, overcoming objectives, and securing approval and admission to a licensed treatment program. Stayed in constant communication with the client and their loved ones every step of the way through the entire admissions process. Followed-up with existing clients for wellness check-ups, providing continued counseling and healthcare services as needed.

Norristown, Pennsylvania, United States

Oversaw all daily banking functions. Provided continuous leadership and coaching to employees. Resolved any escalated customer concerns/questions/complaints. Monitored employee performance, sales, and customer satisfaction metrics. Ensured overall branch profitability and retention of existing deposit base. Educated all branch staff on any process and regulatory change, and ensured up-to-date knowledge about all banking products and goals. Served as primary point-of-contact and relationship manager for high-value clients. Handled all branch lending applications through to close. Identified investment and business opportunities through proactive lead-sourcing strategies.

Philadelphia, Pennsylvania, United States

Provided superior member service by handling any escalated questions and solving complex problems. Educated members who are new to banking, giving financial advice and offering solutions for budgeting and saving. Analyzed members' credit reports to assist them with repairing and developing credit. Received four awards for top monthly sales across entire credit union. Received member service award for the year of 2013. Assisted management in daily operations of the branch and acted as back-up supervisor in their absence. Served as point of contact for business members, and was responsible for educating branch staff on business products and services. Developed sales opportunities by compiling and calling on various lists for loan, investment, and business appointments.

Philadelphia, Pa

Consistently was ranked in top 5% in regional sales results for business development and loans booked. Was responsible for the branch meeting its business sales goals by selling business accounts and loans up to $500k. Identified business customers and prospects with special banking needs, such as merchant services, payroll, or cash management services, and referred them to the appropriate business partners within the bank. Worked as a partner with community organizations to be their business banking liaison and assist their clients by teaching them about any and all banking matters. Opened and maintained both personal and business accounts, sold various loan products, and referred mortgages and investment opportunities to the appropriate channels.

Philadelphia, Pa

Overall responsibility for daily branch operations and management of staff. Responded to complex customer complaints and questions. Provided sales leadership to ensure franchise growth through coaching and regular monitoring of team sales results. Prepared and met deadlines for branch reports, including sales tracking sheets and performance logs. Was responsible for scheduling branch staff to ensure adequate daily coverage. Ensured compliance with bank policies and procedures and prepared branch for internal audits. Achieved top rank in the region for individual sales results during the third quarter of 2006.

Philadelphia, Pa

Performed all standard banking duties, including opening accounts, taking loan applications, and handling various customer issues. Achieved a top 5 ranking in the region for individual sales in 2004 and 2005.