Marigrace Mancuso Email & Phone Number

Charlotte, North Carolina, United States

Responsible for the overall strategy, direction, and management of delivering exceptional member experience and business results across all channels. Oversee multiple departments and responsibilities to ensure the credit union’s core values and metrics are met by being an inspiring leader to handle various methods to increase member value, time, and cost.Key Results:• Provide strong leadership, mentoring, coaching and guidance to obtain the best possible results measured in KPI targets• Ensure the member support and risk management teams collaborate with all other credit union departments cohesively while consistently delivering exceptional member experience across channels and touchpoints within the member journey• Consistently project growth plan of products and services to increase the credit union’s bottom line• Continuously oversee the development and implementation of strategies to enhance member support through process improvements, human and non-human resource optimization, and a ferocious commitment to making each interaction significant• Impactfully collaborates closely with heads of other teams such as lending, marketing, accounting, 8 branches, IT, analytics, card services, compliance and fraud• Evaluated effectiveness of the collection and risk departments, successfully implemented multiple improvements to reduce delinquency and loss exposure• Successful led multiple projects for improved processes and procedures• Serve as the central contact for all vendor relationships maintaining compliance and negotiations for all contracts• Provide monthly analytic reporting to C-Suite and Board of Directors

Charlotte

Responsible for managing 8 + direct reports for the Member Support Team and ensuring service objectives for over 32,000 Members are well supported. Oversee training of personnel, ensure professional relations exist with Members, reporting and informational needs are met. Also responsible for all third- party vendor contract renewals and verify compliance.Key Results:• Provided strong leadership, mentoring, coaching and guidance to obtain the best possible results measured in KPI targets• Successfully and significantly improved departmental KPI’s• Ensure all member inquiries and complaints are resolved in a timely manner• Audited documentation discrepancies• Ensure Member Support operations further Credit Union strategic plans and in compliance with established policies and procedures through monthly audits• Provided support in the implementation of core computer system, card, phone, and online banking platforms• Monitor financial performance of the Member Support and Virtual Communication teams and ensure budgets are met• Ensure the organizations core values are applied during communication with members and employees, which are executed through daily functional processes.• Complies with all federal, state, and organizational policies, procedures, and processes, including, but not limited to, the Bank Secrecy Act and Office of Foreign Assets Control• Develop and execute strong relationships as well as managed all third-party vendor contracts• Identified and implemented work efficiencies through process improvements to enhance the effectiveness of staff andcredit union• Developed and report on specialized monthly reports of portfolio performance to Senior Executive Team

Greensboro/Winston-Salem, North Carolina Area

Responsible for managing 5 direct reports who minimize loss exposure of a $2B wholesale dealer inventory portfolio while maintaining lowest possible delinquency.Key Results:Provide strong leadership, coaching and guidance to a team of wholesale auditors in order to obtain the best possible results measured in KPI targetsResponsible for coordinating and plan monthly audit schedules a month in advance for dealer floor plan, affiliated lease line and third party leasing companies in a timely manner in accordance to the approved audit frequencyOversee the collection of all assets identified as “sold”, interest and curtailment payments and rental splits due from our dealer baseDevelop and execute strong customer relationshipsIdentified and implemented work efficiencies through process improvements to enhance the effectiveness of staff and companyCommunicate with executive staff, including in-house Legal staff on all dealer work outs and/or sold out of trust issues to minimize VFS’s loss exposure and develop a systematic approach towards a financial resolution Managed VFS’s relationship with third party vendorsPrepared monthly reports of portfolio performance for senior executive management meetings

Greensboro/Winston-Salem, North Carolina Area

Responsible for managing and developing a team of direct reports that maintained a $6B portfolio consisting of Volvo/Mack Trucks, Prevost Buses and Volvo Construction Equipment to minimize loss exposure and maintain the lowest possible delinquency for the Portfolio.Key Results:Provided strong leadership, coaching and guidance to a team of collection, insurance and repossession specialists in conjunction with the Customer Service/Collateral Administration, DFB, Credit Managers, Directors, Executives and in house Legal staff in order to obtain the best possible results measured in KPI targets Coached, mentored and motivated all personnel to ensure each employees’ success by means of a personal business planResponsible for training and developing all new hires, interns, trainees, and key dealer personnelDeveloped work out programs for customers in financial distress by means of a modification, refinance or extension to the customer’s current loan or leaseReviewed credit decisions for financial relief Interacted with, and act as a liaison between staff, sales, executives, dealerships, key syndicate banks, customers, insurance companies and other vendorsDeveloped and execute strong dealer relationshipsResponsible for daily and monthly reporting of portfolio performance for senior executive management meetingsImplemented and updated policies and procedures as see fit to ensure compliance and meet best practicesDesigned and implemented Artiva collection database for staff to better manage portfolio of business Negotiated contracts with all outside vendors including multiple repossession, collection, and insurance agencies and Western Union Speedpay software program

Greensboro/Winston-Salem, North Carolina Area

Responsible for managing a team of 12-35 internal accounts receivable staff members and outside field specialists collecting mortgage payments and internal training of new hires as well as existing employees for manufactured homes across the United States.Key Results:Managed and mentored a team of 12 to 35 internal account receivable staff and outside field specialists collecting mortgage payments financed for Oakwood Homes Corp Managed process improvements and trained all new hiresDeveloped strategic work plans with high risk accounts to minimize lossesResolved day-to-day high escalation calls with the upmost customer serviceResponsible for projecting month end delinquency, repossessions and insurance losses Developed monthly reporting for executive staff Corporate Loan Servicing TrainerResponsible for developing and training of all new hires and current employeesKey Results:Implemented process improvements for effective and efficient business practicesDesigned training program to all new hires Scheduled training and maintained records of all courses, certifications completed for personnel filesIdentified training needs of current staff to maximize performanceManage the content for all existing trainingTraveled extensively to satellite offices to ensure development of the staff with the most up to date training CollectorResponsible for managing a block of business collecting on mobile home mortgage payments Key Results:Collected accounts 8 days delinquent until resolved which varied from setting up payment plans, bankruptcy litigation, or repossession Met daily and monthly quotas Utilized time management for efficiency and exceeded goalsTop performer month after month

Greensboro/Winston-Salem, North Carolina Area

Held various positions including customer service and collections/account management of mortgages while attending college.· Responsible for all incoming correspondence from vendors, clients, and attorneys answering questions regarding the acquisition of their loans· Escrow analysis, payoff quotes, troubleshooting and resolving problems · Receive, research, and resolve all inquiries in a timely manner and communicate effectively with vendors, clients, investors and internal departments as necessary · Collected mortgage payments up to 120 days delinquent until resolved which varied from setting up payment plans, bankruptcy litigation, or foreclosure · Responsible for payment transfers, deeds, filings and contract set up · Met daily and monthly quotas · Utilized time management for efficiency and exceeded goals· Top performer month after month