Randall Moncrief Email & Phone Number

Virginia Beach, Va

Responsible for 1) reviewing and analyzing Regulatory Complaints, Notice of Errors and Request for Information, including social media and vendor complaints; 2) performing a deep dive on substantiated complaints or negative trends to determine the root cause; 3) collaborating with the Line of Business on process improvement opportunities and correcting control weakness; 4) providing the Board of Managers with Complaint Analysis, trends, and recommendations to reduce complaints, including updates on any enhancements to operations.

Responsible for leading and managing a quality assurance group and influencing the quality and compliance of the Consumer and Mortgage Lending servicing operations in North America. Drove best in class performance by providing management with an independent assessment of service delivery through random call monitors and process audits; including recommending solutions to improve the overall customer experience. Facilitated meetings with the appropriate functional areas regarding the monitoring of customer interactions and ensured appropriate management responses and action plans to audit exceptions. Ensured regulatory complaints were responded to and corrective action taken as appropriate. Provided strategic direction, leadership and coaching to direct reports, consisting of Unit Managers, Senior Quality Assurance Specialist and Vendor Auditors.

Responsible for leading and managing a team to work alongside the collections group to ensure compliance with company policy and all federal, state, and local laws affecting collections. Call monitoring and process audits results were tracked and reported to management on a regular basis. Collaborated with the Compliance department to obtain interpretations on law changes and their impact to the business and ensuring all procedures and training manuals were updated appropriately. Responded to regulatory and executive customer complaints including root cause analysis and updates to management.

Responsible for monitoring random collection calls, performing assigned process audits and reporting the results to the collections group. Collaborated with collection unit managers to review results of their teams and performed new hire and refresher compliance training.

Responsible for managing accounts outsourced to collection attorneys for legal action due to default. Worked with the attorney to create the best collection opportunity within the legal process or through settlements. Managed multiple attorneys in multiple states.

Began career in a Management Training Program with HFC; Assignments included underwriting of consumer finance loans and sales contracts, collections, and sales of various insurance products. Promoted to branch manager in Smyrna, GA in 1984. Susequently managed other HFC branches in the Atlanta metro area.