Richard Cano Email & Phone Number

Westlake Village, Ca, Us

Account Manager-Non-DelegatedManage the daily operations of a loan pipeline for home refinance and purchases for several business across different markets in the United States. Responsible for reaching monthly, quarterly and annual funding goals. Foster and develop working relationships with businesses to increase efficiency and process improvement. Manage risk on each loan by validating and reviewing documents submitted are in accordance to company and industry guidelines. Increase sales by reaching out to current businesses and new prospects to promote products and services. Onboard new clients on company systems and processes. Provide training and development for updates on Fannie Mae, Freddie Mac, FHA, VA and company guidelines.

Irving, Tx, Us

Oversee day to day collections operations across multiple locations in Texas, California and Mexico. Responsible for reaching delinquency targets in a rapidly growing business. Drive performance by ensuring quality levels are met and comply with all state and federal guidelines and regulations. Manage Loss Mitigation department for all delinquency portfolios. Developed continuous process improvements, website enhancements, and staff coaching, development and mentoring. Prepare and present monthly department performance results including forecasting for future business. Committed to leveraging technology and analytics in order to elevate both process efficiencies and maximize portfolio performance.

Fort Worth, Texas, Us

Led all collection operations for company’s client portfolios. Accountable for reaching productivity targets in a growing portfolio and increasing dollars collected, both online and via telephone. Lead a 20-member Team in Texas and Arkansas handling inbound and outbound service calls. Monitored day to day staff productivity levels, implemented KPI metrics, provided Supervisor with training and mentoring to identify low producing agents. Developed operational processes improvements, staff coaching, development and mentoring, all targeted to scale efficiency and productivity. Worked in conjunction with Executive Team to implement technologies to increase revenue.

Anaheim, Ca, Us

Managed daily collections operations for locations in Texas and California. Responsible for reaching delinquency targets in a rapid and sustained growth fast-paced and high pressure business. Maintained Loss Mitigation department for entire business. Lead 40-member team handling inbound and outbound service calls. Monitor day to day staff productivity levels. Monitor inbound abandon calls, outbound penetration, after hour calls and email response time. Liaison and support for all internal departments and vendors. Developed continuous process improvements, website enhancements, and staff coaching, development and mentoring. Prepared and presented monthly department performance results including forecasting for future business. Achievements:• Reconfigured team staffing, dialer schedules, manual dialing strategy and skip trace, increasing cure rate by 10% on a more than $15 million portfolio.• Successfully increased supervisors training by going over daily productivity reports, identifying causes for low staff production and providing coaching and development to address low productivity levels to increase maximum output from staff. • Collaborated with executive team in implementing process to re-run decline credit card payments on postdated payments for entire company. • Collaborated with executive team to implement process to read scripted loss mitigation approvals reducing the turnaround time in receiving sign paperwork and enabling a redeployment of resources to other critical areas.

Orange, Ca, Us

Established new departments in Texas managing 60 team members for Front End Collections and 30 Day Back End Collections. Subject matter expert for systems, metrics and processes for all collections. Monitored and audited collections calls and email responses to maintain service levels and verify state and federal laws are being followed. Provided staff training and development and established performance metrics and KPI’s. Fostered a customer centric environment. Achievements:• Trained, mentored and developed all new staff in Texas office from collectors to Supervisors. Assessed employee’s skill level and competencies by conducting needs analysis, monitoring participant progress during training and implementing program changes as needed. Made recommendations to executive team to improve training. • Established full operational workforce in Texas after three months of opening. • Collaborated with Department Manager to create and implement monthly bonus plan for Supervisors.• Boosted employee morale by collaborating with executive team in developing a new culture and workplace environment.• Collaborated in the launched of monthly Company newsletter, CashCall Ink, continually served as a writer.