Vedran Veric

Experience

• 

  TCF Bank

  Jun 2006 - Dec 2008

  Supervisory Team Member

  • Answered escalated calls from bank representatives and fulfiilled callback requests• Worked with all levels and departments of TCF Bank to resolve escalated customer inquiried• Helped customers in banking inquiries and bank-related issues• Filed necessary paperwork for processing of investigation reports• Led hands on training of new employees during final stages of call center training

• 

  Equiant Financial Services Inc

  Feb 2009 - Nov 2015

  • Managed client relationships with receivable portfolios over $330MM and equivalent size HOA portfolios• Leveraged business relationships into additional business opportunities, which led to a 20% increase in servicing portfolio size of a high revenue client• Established a client management tool in order to identify key interactions and requests from portfolio executives, which led to re-evaluation of small size client invoicing and relationship strategies for advanced clients • Directed portfolio conversions and on-boarding of new and existing clients• Communicated with client executives on portfolio reviews/evaluations• Constructed comprehensive portfolio reports• Presented solutions for short and long term portfolio strategies• Created training materials, internally for company staff and externally for all clients. • Conducted company and client training both internally and externally (on and off site)• Coordinated with internal development departments in customizing new platforms/system resources for clients• Served as the primary person for bank and merchant account setups for new and existing clients• Supported the Senior Vice President of Business Development in constructing client agreements and fee schedules• Appeared at industry conferences bi-annually and coordinates client visits quarterly, for the purposes of maintaining relationships and addressing business needs proactively• Collaborated with clients to develop consumer communications including marketing materials, proposals and servicing opportunities Show less • Managed supervisors, team leads, and a staff of 26 account specialists• Excelled in SLA goals, for a contact center that completed 90,000 calls, and 22,000 pieces of correspondence per year• Ensured adherence to compliance requirements by agency (CFPB and FDCPA)• Created and implemented effective training programs for staff and clients pertaining to regulatory requirements • Launched new quality monitoring evaluation forms to ensure call efficiency and quality among account specialist• Developed mastery levels to allow opportunity for growth within the department Show less

  • Director, Client Relationship Management

    Jun 2015 - Nov 2015

  • Client Relationship Manager

    Jan 2013 - Jun 2015

  • Account Specialist Manager

    Feb 2009 - Jan 2013
• 

  Concord Servicing

  Nov 2015 - now

  • Spearheading a strategic initiative directed by the COO to consolidate and optimize operations across four disparate teams, including Consumer/Client Support, Communications/Letters Team, Analytics, and Lien Management in both US and Mexico.• Revolutionizing the Analytics team's approach to data management, ensuring meticulous oversight of all contact center data, allowing for streamlined analysis and reporting that informs strategic decision-making at the executive level.• Introduced a robust scorecard system to measure and analyze the performance of contact center agents uniformly, utilizing standardized data points to construct profiles, enabling data-driven insights for individual and team development.• Transforming the Consumer/Client Support team by implementing a comprehensive approach to handle escalated consumer inquiries, mail/case requests, credit reporting, and bankruptcy filings, resulting in increased efficiency and enhanced client satisfaction.• Initiated and currently implementing a comprehensive quantification process across all four teams, providing the company with a clear understanding of departmental contributions, workload intensity, and overall impact on organizational goals.• Restructuring of the Communication Improvements group, overseeing the creation and modification of letters, documents, and communication materials, contributing to improved clarity, consistency, and overall professionalism in external communications.• Successfully reorganized the Lien Management department, optimizing the filing process for client liens and managing the entire lifecycle, contributing to improved compliance, and reducing potential risks for the organization. Show less • Manage a team of Client Experience Directors, Client Experience Managers, Project Coordinators, Support Analysts that interact with 120 B2B clients, along with lenders, originators, energy efficiency program managers, with a combined loan portfolio of $7B, HOA portfolio of $2B, that hire Concord for their financial servicing needs• Managed department and clients during a PE acquisition of Concord, provided client KPI reports for potential buyers and financial auditors; focused on client relationship strength and servicing financial viability while executives focused on company sale, evaluated revenue forecasts for client servicing• Construct KPIs to supply Executive leadership with client health, group health, evaluation of client services and business overviews conducted by each portfolio group under my supervision• Construct and manage department budget, evaluate operational cost of each client and portfolio group, coordinate client strategies and white space opportunities, employee engagement/evaluation strategies• Discuss strategic alignment, service offerings with our clientele all while strengthening our position as a leader in the financial service marketplace Show less • Managed team of Product Owners; managed roadmap and backlog strategies for technical work• Directed client and company technical projects by coordinating with key resources from all business units of the company, in order to complete a given technical project• Business Sponsor of BI (Business Intelligence) implementation project• Created and presented key velocity and performance metrics to the Executive Team• Established and coordinated strategic project planning, accounting for business need and technical velocity/resources Show less • Managed Implementation Managers• Directed client and technology implementations by coordinating with key resources from all business units of the company, in order to complete a given implementation project• Business Sponsor of BI (Business Intelligence) implementation project• Controlled all necessary documentation (for tracking and administrative purposes) of any implementation process • Directed a company-wide strategic objective to enhance the client billing process• Created and presented key implementation metrics to the Executive Team Show less

  • VP, Consumer Operations and Strategy

    Jun 2023 - now

  • VP, Client Experience

    Apr 2019 - Jan 2024

  • Director Of Product Development

    May 2018 - Apr 2019

  • Director Of Implementation

    May 2017 - May 2018

  • Product Owner

    Nov 2015 - May 2017