Jennifer Fulmer Email and Phone Number

• Ensuring the prompt resolutions of delinquent accounts in the collector's queue's, while assisting with the development, maintenance, and implementation of special projects or initiatives that support the Credit Union's values, goals, and business unit plans.• Supervising, monitoring, coaching, and managing the performance of the Credit Union's Collections Team of 10 against operational goals, objectives, as well as industry standards, making recommendations for changes to improve efficiency and reduce risk.• Developing and maintaining monthly workload reports, recommended charge off reports, and repossession approvals in accordance with established credit union policies and procedures. • Periodically meeting with direct reports to establish individual and team performance goals, as well as discuss significant operations issues and review staff training or development requirements.• Assisting staff in responding to borrower escalations or specific problem accounts, while making recommendations to take extraordinary measures when needed such as early repossessions, line of credit reductions, and account freezes, or holds.• Conducting in-depth payment negotiations and credit counseling with borrowers regarding budgets, credit reporting and credit scoring.• Assisting with system testing for any system updates or releases that directly affect the loss mitigation or collection department, as well as working closely with internal and external partners to maintain the security of the Credit Union's collateral.• Investigating, analyzing, and resolving internal/external partners' inquiries and service issues, while collaborating with the AVP, Loan Services, or peers to complete projects assigned to the Department.

• Set-up certification programs for Consumer Loan officers and Collectors, as well as assisted in the design and implementation of incentive programs.• Identified training or development program needs, while assisting in the execution of training and development for all levels of Management and staff throughout the Credit Union.• Oversaw scheduling, coordination, communication, monitoring, and the handling of logistics for training, including with external trainers, ensuring all were in order.• Administered Credit Union compliance training, while protecting information through the highest security practices, ensuring that all information was securely kept confidential.• Designed, developed, and produced courses, curriculums, development plans, workshops, seminars, activities, and presentations, while utilizing a variety of delivery methods including instructor-led classrooms, eLearning, self-paced, web, or computer-based training.• Developed and prepared materials including audio-visual aids, participant guides, quick-reference guides, manuals, workbooks, and scripts.• Conducted basic and administrative level training sessions for small groups of new hires, while facilitating on-boarding and teaching the culture.• Monitored, updated, and maintained tracking for all employee trainings, as well as generated monthly reports for courses taken, and sent out notifications regarding trainings.

• Supervised and managed 20 Consumer Loan Officers in branch networks and resolved escalated borrower questions and concerns.• Set production goals in alignment with financial goals of organization as well as set high expectations and accountability of staff with borrower relationships.• Promoted and monitored cross sales of products and services and produced monthly loan statistical summaries and trends.• Created sales incentive programs and goals while monitoring staff as well as created and facilitated Budget and Credit Workshops for staff and borrowers.• Counseled students and new borrowers on credit use and responsibilities.