Steven Farmer Email & Phone Number

Richmond, Virginia, United States

Highly motivated Risk Management professional with excellent analytical, organizational, and communication skills. I operate with a strong foundation of knowledge about the U.S. Card Line of Business with concentration on the laws/regulations and good Risk Management practices. -Lead a team of Risk associates in working through complex Risk events and issues -Consults on risk to business partners providing advice and guidance as required-Supports regulatory exams -Guides business customer through Risk Event and/or Issue remediation-Relationship management - coordinates, influences and negotiates - ensures timelines are met and remediation projects move forward-Drives collaboration between the risk, compliance and other business support functions (e.g., legal, privacy)

Richmond, Virginia, United States

I engage with a team of risk managers, product and process owners in delivering flawlessly executed processes that improve business efficiency, improve customer experience and drive results. I diagnose issues, create and modify processes, and execute improvements to prevent future issues. I am a dedicated, disciplined, risk professional who excels in a team environment and an expert in process improvement. -Guides business customer through Risk Event and/or Issue containment and remediation-Driving process improvements aligned with desired customer outcomes-Works with the business to analyze and interpret Risk Event and/or Issue results to understand implications and determine appropriate corrective actions-Makes recommendations and provides guidance to the business-Understands and utilizes all Risk Management tools and systems available-Communicates and reports out results using presentations showing the data together in a meaningful format-Relationship management - coordinates, influences and negotiates - ensures timelines are met and remediation projects move forward-Drives investigation and/or problem solving for remediation projects-Researching and problem solving as needed to support the business-Work with internal process owners, analysts, tech, and third parties

Chester, Virginia

Lead the performance of a team responsible for the Outbound Recoveries Department in U.S. Card. Managing a budget, achieving business goals, performance management, staffing plan development, and development of long term business goals/vision.- Drive individual, team and department efficiency and productivity through effective and efficient metric management- Ensure compliance with all third party management (TPM) requirements for repossession agent vendor network- Provide development to the leadership team and associates in the department. - Uphold effective standards of performance management. Motivate associates and help them achieve their career aspirations- Establish the development and execution of repeatable, efficient processes within the team.- Maintain high levels of team and individual morale through change and development- Develop methods to encourage and implement process improvements- Execute quality monitoring requirements that deliver intent and customer satisfaction goals

Richmond, Virginia Area

Unit Manager | Capital One | U.S. Card• Accountable for achieving business goals for a team of up to 25 associates within unit.• Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.• Prepare and deliver monthly performance reviews for direct reports.• Manage business level metrics (pen rates, occupancy) to high efficiency standards.• Share in the accountability for a business level function team (Logistics, quality, innovation, morale).• Motivate and develop associates and help them achieve their career aspirations.• Execute flawless management of projects assigned to unit.• Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.• Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team. associates

Richmond, Va

·My mission is to ensure that our existing agents (independent business owners) (50+) continue to thrive in building their agencies. I advise using marketing strategies and continual sales support with training and monthly sales/customer service meetings.·Coach agents and customer service representatives on properly dealing with our customer base to ensure superior service is always guaranteed. ·I effectively recruit, hire and train new insurance agents, as well as help existing agents to successfully manage their agencies and run their businesses effectively.·Social media specialist for the District Office. I operate all of the District Office’s social networks in order to better communicate with our community and put Farmers Insurance in a stronger place to our competitors. -Property & Casualty Licensed