* Serve as primary client point of contact for business expansion and escalation matters. Facilitate timely problem resolution of contractual issues and escalation to CIO or Sales Director as needed* Cultivate and maintain client C-Suite , third party vendors, and key senior leadership client relationships * Lead contracting initiatives to include: drafting and redlining agreements, coordinating internal pricing calls and supporting RFP efforts. * Collaborate with RCM CIO, Sales Director, Account Execs, Finance and Legal in negotiating and drafting of vendor contracts (MSA, BAA, NDA, SOW, amendments, Pilots and other agreements) on behalf of RCM; Gather information from internal teams to draft contract terms and conditions* Maintain libraries for key contract inputs i.e. (Roles and Responsibilities, SLAs, Pricing)* Coordinate with Compliance and support function areas in managing contractual deliverables, other obligations, routine reports, and critical deliverables * Lead RFx initiatives for RCM as assigned to ensure the competitive bidding process is managed and supported in transition activities with the Delivery OPs and project management teams* Maintain RCM contract termination and expiration tracking* Manage contract reporting via Salesforce and actively report status to leaders, Sales, Finance, and Legal* Manage performance benchmarks, SLAs and KPIs * Oversee reporting for performance and risk management at a client or delivery service area category level* Foster collaboration with internal teams and vendors and drive implementation of corporate governance across delivery services including developing corrective action plans and training programs

Serve as the primary operations contact for bad debt recovery program client engagement. Build and cultivate relationships and opportunities within existing client accounts as well as provide new service offerings and solutions. Assists with the development and implementation of policies, procedures, standards and initiatives. Monitors budgets, regulatory compliance, and contracts. Develops and monitors specific objectives, budgets and performance standards for each area of responsibility in order to evaluate opportunities for cost savings and quality improvement. Assists with updates to standard collection letters as needed. Directly supervisors assigned staff including hiring, terminations, disciplinary action, training and timely performance evaluations. Coordinates coverage for absent personnel. Oversees collection staff by: coordinating assignment of accounts; monitoring number of daily contacts per collector and advising management of related concerns; answering questions and providing appropriate guidance on actions to be taken; ensuring follow-up is performed by each collector on account assignments; providing feedback to collection staff on daily performance and taking appropriate actions to ensure performance standards are met. Establishes and evaluates processes within the department for quality improvement. Develops and analyzes weekly, monthly and annual reports and communicates status to the staff and senior management. Responds to complaints or inquiries on accounts as referred by the collection staff. Documents actions taken on accounts referred by collection staff in the system collection notes.

Develops and administers policies and procedures for the department. Manages the day to day operations and work flow of the department including the activities of the SDFCU attorney, recovery and repossession agencies. Conducts cost analysis on pending repossessions. Authorizes the repossession and sale of repossessed vehicles at public auctions. Directs and approves initiation of lawsuits against delinquent members. Supervises the monitoring of secured and unsecured loan balances on deceased member accounts for collection from estates. Manages the processing of garnishments, writs, and tax levies served on the credit union. Evaluates deferment requests to be submitted to Credit Committee. Directs the audit and review of delinquent collateral protection insurance claims. Evaluates loan applications as a member of the Credit Committee.

Responsible for day to day management of subscription and advertising fee billing, cash receipts, and collections operations for national ISP provider with over 3 million subscribers. Manage performance of thirteen partner vendors (lockbox, soft collections, 3rd Party OCA, lockbox, payment method partners) and implement alternative tactical and strategic approaches in an effort to drive continuous improvement, minimize risk, gain efficiencies, and reduce costs.• Within the first 120 days of employment several initiatives were launched…o 1st Party dial campaign strategy changes which resulted in a 7% increase in monthly dollars collected and a 10% reduction in monthly write-offs .o vendor RFP selection review process and launched a contingency collection program for People PC bad debt receivables having an estimated annual net return of $600K o Lockbox ALU process having an estimated annual net cost savings of $75K. o Best Marketable Address/Phone batch project; estimated monthly net return of $23K.

Responsible for strategy design and implementation relating to Collections for the company. Accountable for company budgeted P&L due to bad debt losses. Vendor management responsibilty for collection service providers. Coordinate semi-annual public auction of $2-5MM in company bad debt receivables.

Responsible for service membership billing activities, contingency collections project management, membership & retention analysis reporting activities related to AOL / CompuServe brands. Resolved issues impacting revenue settlement such as increases in bank charge declines and charge-backs by credit card issuers. Manage outsourcing relationships relating to the various debt recovery and contingency collections programs for AOL Inc. Improved average monthly liquidation rate from 7% to 17% in 3 months. Prepare and maintain reporting models related to agency collections productivity: Roll Rate, Liquidation Rate, Quality, Cost/Benefit. Design /administer subscriber win-back / renewal programs targeting membership in a pay delinquent state.