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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLEEMAIL AVAILABLEOperations Risk and Compliance ProfessionalDegreed business professional with exemplary operations and leadership skills. Comprehensive experience in workforce management and mortgage finance loss mitigation, administration, financial and project management, and driving operational excellence. Exceptionally customer-centered; considered an expert at client relationship building and maintenance. Dynamic and transformational leader with employee development, mentorship, team building, reporting and implementation skills. Respected and admired for mature judgment, accuracy, integrity, initiative, dependability, credibility and meticulous attention to detail. Strict adherence to all functional and governmental provisions, rules and regulations with high moral and ethical standards. Results-driven strategic business ideation with exceptional communication skills and process improvement acumen. Profound understanding of business, operational issues and trends affecting tactical execution. Highly organized with a talent for unpacking complex scenarios and creating deliverable results.Core CompetenciesOperational ExcellenceLoss MitigationHMDAFNMA (HSSN) GuidelinesFDCPAMERSRESPAASPECT SolutionIEX Workforce systemSYMPOSIUMFISERVNICEAS400EWFMERCISCO SolutionSAGENTMSPCSWTILAPeople SoftProfessional ExperienceCALIBER HOME LOANS, IRVING, TX April/2016 PresentSPOC AnalystEducate customers on the various programs being offered such as modifications, short sale, deed in Lieu and special forbearance plan to enable them to make informed decisionsMake inbound and outbound calls to meet the monthly goals.Take escalated calls if supervisor and manager are not available.Secure payments by been assertive and always maintain professionalism at all time.Perform account reconciliations as needed to resolve customer issues.Utilize strong analytical ability to evaluate end to end customer experience across multiple channelsApply knowledge and understanding of individual customer accounts, to resolve billing problem, customer account balance, disputes and making sure that we provide customer with their escrow analysis and escrow balances.CAPITAL ONE JULY 2011 OCTOBER 2014PRINCIPLE COORDINATOR /WORKFORCE ANALYSTResponsible to utilize workforce management tools to create accurate, effective and efficient.Create ways for collectors to follow FDCPA and company policies.Schedules for department staff to meet forecasting demands of high-volume call center.Ensure proper administration for the work force management tools to keep system updated and ensure positive results. Utilize Real Time Solution and generate service levels all departmentProduce staffing schedules, manage vacation database and maintained daily exceptions reporting. Train and mentor employees for future management positions.Responsible to manage the associates annual PTO balances, as well as reconciled the balances in the system. Terminate employees access code when requested by mangers or supervisorsAssist with collections training on various systems and provide knowledge to hit their goals.Responsible for creating new accesses for new hires to ensure they had all the necessary tools and equipment. Generate daily reports for employees, supervisors and managers.Assist with 20 collections training on various systems and provide knowledge to hit their monthly goals.Create and implemented professional development plans for exempt employees.AMERICAN HOME MORTGAGE, JUNE 2009 6/2011Workforce Analyst/ mortgage AnalystMonitored adherence to scheduling and forecasting models and made immediate adjustments to staffing levels based on projected business needs.Monitored the departments attrition trends, analyzed the size and frequency of new hire trainings to meet our forecasting demands.Monitor the daily campaign and start the daily campaign to run smoothly.Work as a liaison with HR to predict how many new employees will need to be hired based on staffing level and needs.Function, coordinated and communicated between support and business functions.Play a significant role in long-term planning, including forecasting and adherence process.Directs resources to develop and maintain policies/procedures, objectives.Initiatives of the department. Review capacity models and projected to insure adequate staffing.Develops staff with limits of authority, including coaching, counseling and writhing performance reviewsManaged a team of 7-10 employees whose primary responsibilities were to perform collections and or Settlements deals on customers delinquent accounts.Make appropriate and intelligent decisions regarding deficiencies identified during the review of loan files to ensure compliance with company, industry and federal guidelines.CREDIT SOLUTION MAY /2004 MARCH/2007Team Lead Workforce AnalystPerform sufficient investigative work to detail and resolve any fraudulent issues that have been identified. Accurately record data and compile a review of the circumstances and applicable conclusions.Responsible for providing performance analysis to ensure accurate and timely reporting.Also, responsible to set up training classes for new hires on various systems requirements.Ensure system integrity while supporting a corporate vision of processing in a paperless environment.Managed teams responsible for escalated research, collections and resolution.Work directly with the Bankruptcy, Legal department and Remediation teams with highly sensitive research.Develops staff with limits of authority, including coaching /counseling and writing performance reviews.Review capacity model and projected portfolio volume to insure adequate staffing.Develops staff with limits of authority, including coaching, counseling and writing performance review.ARCADIA FINANCIAL Feb 2002- April 2006Collection SupervisorReview documents for moderately complex auto loans and using comprehensive knowledge to the loan processing and closing.Verify all loans to make sure that the customer information and documents are correct.Review all loans to determine all customer service and origination information are correct.Worked across various lines of business, instruct other unit/groups how to handle accounts.Manage the HR function in the areas of staffing and training.Manage, coach and train a team of 10 associates.Delegated additional task to employees to ensure maximum productivity.Recruited and interviewed potential new hires that fit the open position available. Take inbound and outbound calls base on the account status.To reflect quality audit including the FDCPA laws and regulations.Review progress report and provide QA report each month.Display patience and problem-solving skills when taking escalated callsEducationBusiness Management, University De Sorbonne FranceVehicle Receivables Management ActivitiesEnsure the collection of funds of approximately $5B/month for all vehicles sold to Toyota and Lexus Dealers, U.S. private distributors, and foreign distributorsManage the processing and recording of daily cash receipts to ensure that vehicles receivable dollars are receivedManage the reconciliation of Treasury reportsResponsible for the processing and recording of daily cash receipts to ensure that vehicles receivable dollars are receivedManage the processing of returns and redraftsMonitor and review the reconciliation of vehicle receivable receipts to Treasury reports to ensure that collections are made timelyManage the resolution of payment overages or shortages with TMCCEnsure that all vehicle draft returns are identified, recorded, and re-processedGlobal Netting ProcessResponsible for TMNA internal accounting processes to support Global Netting solution which settles roughly $4.5B/monthResponsible for the Global Netting, through Citigroup, processes as Americas Regional Netting Center for TMCOn boarding of new Americas GN Participants, (e.g. Contracts, Security Setup)Issue resolution of systematic GN issues for all Americas Participantsprocess for reclassification items from clearing accountSpecial Projects: 50% or more of this positions time will be spent on special projects and will include:Inclusion of Vehicle Receivables into the PeopleSoft receivables moduleTransition of the department to Plano TXSetup and inclusion of 2 affiliates in Global NettingSuccessful Candidate Will HaveA Bachelors degree or higher in Accounting, Finance with at least 30 hours of accounting college creditsAt least 2-3 years of Supervisory ExperienceAt least 7 years of accounting experiencePeopleSoft or major ERP experienceStrong experience with relational databases (NVS, SAS Query, data queries)Experience in receivables with a Fortune 100 companyManagement ActivitiesEnsure the collection of funds of approximately $5B/month for all vehicles sold to Toyota and Lexus Dealers, U.S. private distributors, and foreign distributorsManage the processing and recording of daily cash receipts to ensure that vehicles receivable dollars are receivedManage the reconciliation of Treasury reportsResponsible for the processing and recording of daily cash receipts to ensure that vehicles receivable dollars are receivedManage the processing of returns and redraftsMonitor and review the reconciliation of vehicle receivable receipts to Treasury reports to ensure that collections are made timelyManage the resolution of payment overages or shortages with TMCCEnsure that all vehicle draft returns are identified, recorded, and re-processedGlobal Netting ProcessResponsible for TMNA internal accounting processes to support Global Netting solution which settles roughly $4.5B/monthResponsible for the Global Netting, through Citigroup, processes as Americas Regional Netting Center for TMCOn boarding of new Americas GN Participants, (e.g. Contracts, Security Setup)Issue resolution of systematic GN issues for all Americas ParticipantsTraining of participantsResponsible for the monthly cash reconciliation and general ledger accountsManage and ensure proper documentation exists to support all additions and adjustments to Global NettingEnsure the accuracy and timeliness of monthly GN transactions into the general ledgerManage the monthly reconciliation of Global Netting relief journal entriesManage the coordination and movement of affiliate disputed invoicesMonitor process for reclassification items from clearing accountEnsure that the contact list is updatedSpecial Projects: 50% or more of this positions time will be spent on special projects and will include:Inclusion of Vehicle Receivables into the PeopleSoft receivables moduleTransition of the department to Plano TXSetup and inclusion of 2 affiliates in Global NettingSuccessful Candidate Will HaveA Bachelors degree or higher in Accounting, Finance with at least 30 hours of accounting college creditsAt least 2-3 years of Supervisory ExperienceAt least 7 years of accounting experiencePeopleSoft or major ERP experienceStrong experience with relational databases (NVS, SAS Query, data queries)Experience in receivables with a Fortune 100 company |
