Josh Wilder Email and Phone Number

• Leader, manager, and coach of customer service call team specialized in delivering on the Ford Credit customer experience. Objective is to achieve key performance objectives in customer satisfaction, quality, compliance, and productivity. The role supports the development of team leaders, ensuring they have the necessary skills and knowledge to be effective coaches, provide constructive performance feedback, and make informed decisions in line with policy and business acumen. Additionally, I collaborate with other teams to exchange metrics, insights, and expertise, supporting the team's efforts to achieve the Single Pane of Glass vision.In 2023, was tasked with taking on a project management role and effectively led an initiative in creating a Customer Service training like never done before. The workshop was carefully designed to be engaging, interactive, and enjoyable for all participants, and it was well-received by everyone involved.Specialties: Leadership, Operations, Customer Service, Cross team Collaboration, Project Management, Loan Originations, Automotive Finance, CRM, and Portfolio Management

• As a supervisor, I oversaw an inbound/outbound loan originations team responsible for deciding on potential business worth over $10 million. My role involved coaching and supervising team members to ensure proper investigations and risk analysis were conducted based on internal guidelines and CRM tools. I developed and implemented training plans to promote employee development and productivity, maintained a consistent purchase policy based on business partner support, liquidation experience, and management direction, and stayed up-to-date on plans, rates, and programs to ensure accuracy and efficiency. Moreover, I built and maintained strong relationships with key business partners through in-depth conversations, and worked closely with cross-functional departments to ensure timely funding for dealer partners.

• Supervised and coached an inbound/outbound collections team managing a portfolio worth over $14 million. I reviewed, monitored, and provided performance feedback to team members, ensuring daily tasks and workloads were completed accurately and efficiently. Additionally, I monitored and implemented actions to minimize portfolio risk based on credit losses and delinquency, and oversaw delinquent accounts potentially linked to fraud or unresponsive customers.

Originated consumer vehicle loans worth over $3 million daily by conducting thorough investigations and risk analyses based on internal guidelines and CRM tools. Successfully demonstrated Ford’s value proposition and championed direct relationships with multiple dealer groups.