Terrie Perazzo Email & Phone Number

107 N. Pennsylvania Street, Indianapolis, In

Indianapolis, Indiana Area

• Assisted 5 Commercial Loan Officers in all aspects of their loan portfolio to ensure a positive customer experience and adherence to policy/procedures and regulatory compliance.• Recognized by Loan Officers within 90 days of employment in providing significant impact on reducing financial documentation exceptions by 60%.• Received the 3rd Quarter Pursuit of Excellence Award within the first six months of employment.

Westfield, Indiana

Customer Research and Payoff Manager (2013 - 2016)Managed 4 supervisors overseeing 35+ employees who researched and responded to Qualified Written Requests and Requests for Information and generated payoff statements in accordance with federal and state regulations as well as policies and procedures. • Supported internal departments (Customer Contact Center, Legal, Advocacy, Home Retention, Foreclosure... etc) to assist with resolution to their customer requests.• Assisted with the development of training materials, policies/procedures and reports to increase overall efficiencies.• Evaluated risks in operational processes and the effectiveness of controls and recommended enhancements.• Responded to audits performed by internal audit departments and regulatory agencies and achieved satisfactory ratings.• Performed department audits monthly to ensure compliance with policy and regulations and provided applicable training to drive high quality results.Loan Servicing Call Center Manager (2008 - 2013)Managed 3 supervisors overseeing 40+ employees responsible for effectively handling all inbound and outbound customer calls while exceeding established customer service level goals.• Implemented One Call Resolution methodology to ensure all aspects of the account were reviewed during the call which improved overall customer satisfaction.• Combined Customer Service and Collections Representatives functions creating the Loan Servicing Specialist considered a universal position capable of handling all call center related responsibilities.• Assisted with new hire training and the development of training materials, procedures and reports which established the foundation for the department’s success.• Developed and implemented the Quality Call Monitoring scorecard to ensure compliance with policy, regulations and established customer service soft skill criteria.• Designed the monthly incentive program focused on driving excellent performance results.

Carmel, Indiana

Quality Assurance & Compliance Manager (2002- 2008)Managed 5 employees within Consumer Lending Centralized Sales site responsible for monitoring 400 employees to ensure all policies, procedures and regulatory requirements were adhered to from the point of application origination through the loan purchase.• Designed and implemented the Quality Assurance and Compliance Department (QAC) to mitigate potential risk for sales and loan processing functionality.• Provided QAC representation on numerous projects to identify and implement all necessary risk controls.• Assisted with the development of the QAC Audit database to track performance results through various report queries. • Communicated audit results to business partners monthly and provided training to improve compliance in areas of risk identified. • Served as a key team member for the successful migration of the Centralized Sales functions to the West Coast through planning, training and execution of associated tasks.Customer Service & Research Manager (2000 -2002)Managed 15 employees responsible for effectively responding to all inbound customer calls and supported 1,400 branch offices by completing all research requests within service level agreement standards.• Established employee performance ranking tiers and set department goals monthly for selected Key Performance Indicators to motivate employees and drive performance to exceed industry standards. • Designed audit criteria and performed monthly audits on Customer Service calls and Research responses and provided applicable coaching.• Assisted with the development of the continuing education program and reference guides to provide the necessary tools for employees to succeed.• Co-chaired several charitable events with contributions exceeding the results of the previous year.• Recognized for consistently exceeding established goals and offered the opportunity to design and manage the Quality Assurance Department based on achievements.

Bachelor Of Science (B.S.), Health, Physical Education And Recreation

Master'S Degree, Education