Kim Anacker Email & Phone Number

Denver, Colorado, United States

Utilizing data and operational risk review to identify fraud opportunities and measures ofsuccess post implementation• Reviewing proposed mitigation solutions to balance customer experience with mitigatingfraud• Aligning with Senior Leadership in Engineering and Business on quarterly priorities, KPIs,OKRs and provide continuous updates after alignment• Developing long-term roadmap and strategy that allows for Fraud mitigation to move from areactive to a proactive opportunity• Creating customer journey maps to reverse engineer gaps that our current systems allow forexploitation• Partnering with additional Product teams to assist in development and implementation ofFraud mitigation throughout various channels

Denver, Colorado, United States

• Implemented new features for FDCPA compliance that impacted ~141k customers per month and could result in an $8k fine per violation if not executed correctly• Facilitate roadmap and cohesion amongst 30+ platforms including all high touch customer points of entry for servicing (Online, Voice, and Text) • Remediated 200k accounts to ensure continuation of external collections at a profit of ~$1 - $1.5 million/month• Modernized voice dialing platform for outbound collections to continue efforts of collecting ~$7.5 million/month with omni channel unlock capabilities• Collaborate with TPM, Engineering Manager, and Business Owners to facilitate debates and declares around vision and roadmap• Strategically set Half and Quarter priorities that will allow for deployments to support the larger objectives• Spearheaded an HCI collections tool project that provides a 5-year NPV over $15 million with an overall project timeline for MVP of 4 months (reduced by 40% from original estimate)

Greater Denver Area

• Maintained and groomed backlog for main CRM for both Collections and Customer Service departments• Planned and prioritized implementations of code deployments without disrupting customer experiences• Updated current state document flows in Visio with each new implantation of the product• Created weekly status updates and progress tracking for each portion of code development as related to the product to keep key stakeholders and business partners informed• Partnered with end users to come up with solutions to install that serve the majority of stakeholders while allowing for ease of use

Englewood, Co

-Manages a team of 15-18 customer service representatives-Assist representiatives with questions regarding customer accounts, system issues, and procedures-Continuously coach and train representatives to ensure consistent growth-Identify areas of opportunity and growth for each member of the team and assist with interdepartmental transferring-Take escalated calls regarding customer issues and work towards finding solutions to maintain the customer service brand

Englewood, Co

 Analyze current processes and procedures to determine efficiency gains or gaps Audit and maintain over 3,000 pages of procedures utilized by 5 different operational areas Recommend changes and provide feedback to areas including Legal, Finance, and Technology regarding incident remediation or procedure changes Represent the operational areas as a SME in incident remediation meetings Research difficult account situations and oddities in accounts to determine if there are larger issues that should be addressed Partner with Legal regarding procedures and incidents to ensure regulatory compliance Conduct bi-weekly meetings with Risk to determine changes in strategy that have downstream impacts to customer facing teams