Tom Horne Email & Phone Number

New York, Ny, Us

New York, Ny, Us

Charlotte, Nc, Us

▪Reporting to President of Consumer and Small Business Banking, transformed industry’s largest telephone contact center from service to solutions orientation aimed at needs based deepening of customer relationships. Led all facets of global customer solutions team of 14K people across 37 domestic and international regional centers. Consumer and Small Business Banking Executive responsible for world class associate engagement, diversity and inclusion of 100K-person team.•Generated $500MM annually in shareholder value using data-driven customer segmentation and relationship deepening through nearly one billion customer interactions in service centers.•Selected group leader of corporate transformation project (New BAC) reducing expenses by $5B. Delivered initiative portfolio driving 20% reduction of $800MM divisional expense plan.•Achieved industry leading Telephone Customer Satisfaction despite unique brand challenges and hyper-sensitive regulatory environment.

Charlotte, Nc, Us

▪Directed all aspects of the largest loss prevention/collection team in industry (domestic and international), including MIS, strategies/analytics, compliance, asset recovery, and team of 8K people across 20 domestic and international regional operating centers. Managed accelerated growth of staff and vendor relationships. Served on Credit, Operational Risk, and Loss Forecasting committees.•Reduced credit losses from historic recessionary highs to normalized levels. Improved provision for credit losses through enhanced strategic collections efforts and rapid acceleration of resource growth. Resulted in reserve reduction of $7.0 billion in 2010 compared to increase of $3.4 billion in 2009. •Managed compliance in CARD Act regulatory environment. Directed response to OCC Supervisory Letters and Reports of Examinations. Automated processes for domestic and international portfolios, improving efficiency and effectiveness, ensuring 100% regulatory compliance. •Led transformation and integration of the Asset Recovery business during MBNA acquisition. Directed cross-functional team of 1K people, systems conversion, asset sales, agency management, litigation/arbitration, and back-office operations. Generated $1B+ in annual recoveries from peak asset pool of $30B, exceeding planned recoveries by 20% through varying credit loss environments.

▪Division Director of Fraud, Credit, and Collections in domestic credit card business. Managed all aspects of operations including strategies/analytics, expense budget, compliance, planning, and regional operations.•Fraud (2005)- Responsible for all facets of Fraud prevention, control, and loss mitigation including authorizations, policy, and payment association compliance. Reduced fraud losses by 8% in 2005 through enhanced fraud prevention and loss control strategies amidst challenging environment. Exceeded plan with industry leading authorization rates and fraud losses.•Credit (2004)- Oversaw and maintained stringent MBNA underwriting standards. Directed new account underwriting, credit line management, risk detection, and regional credit operations. Portfolio performance improved significantly in 2004 as measured by managed net credit losses and portfolio delinquency.•Collections (2003)- Key member of bank leadership team tasked with improving asset quality and credit losses. Mid-Atlantic Regional Director of Collections Operations. Delinquency on managed loans decreased by 42 basis points in 2003, with credit losses well below industry levels.

▪Reporting to Division President and CEO of MBNA Consumer Lending, managed the entire operation of Consumer Finance Business, with profit and loss responsibility for MBNA’s unsecured loan products. Directed the efforts in credit, collections, customer service, account management, customer retention, quality assurance, and fraud prevention. •Grew consumer finance business by 24% ($2.3B) in 2002. Oversaw cross-selling efforts to internal customer base across 2K endorsing organizations and within 1,500 retail financial institution branches. Implemented highly efficient application processes and instant loan decisions.

▪Directed the start-up and profit and loss management of MBNA’s Sales Finance product. Negotiated and directed large national partnerships including Apple, Gateway, Rooms-to-Go, and Ethan Allen. Responsible for sales prospecting, RFP response and negotiations, business development, operations, credit quality, and relationship management.•Served as P&L owner for MBNA’s point-of-sale product in the sales finance market, generating a $2 billion loan portfolio over a 3-year period through strategic relationships with major retailers. Product achieved $100MM net income in year two.•Groundbreaking online instant finance program achieved high mark of 800K new accounts in 1999, producing 30% increase in sales finance loans ($2B in 2000). Point-of-sale retail loans grew through network of over 100 partners. Achieved high mark 800K new sales finance accounts in 1999, with product loans comprising 29% of $6.2B Consumer Finance loan portfolio.

Senior Vice President – Director, Credit Division (1988-1996) After beginning career as an entry-level collections account manager, earned increasing levels of responsibility in the Credit Division leading teams in operations, new account underwriting, and specialized lending.