Z Morse

Experience

• 

  Capital One Auto Finance

  Oct 2005 - Mar 2016

  Leads, manages, and motivates a team of Relationship Managers (Credit Buyers) and an Assistant Relationship Manager to meet and exceed loan origination performance objectives. Monitors and grants credit exceptions in accordance with Capital One policy and within the confines of individual credit level authority. Provides training, coaching, and guidance to ensure effective understanding and adherence to all essential sales processes. In addition to providing management oversight to the team, the Senior Relationship Manager is also responsible for directly managing a territory of dealers. Here I Have a primary responsibility for driving business results with a defined set of dealers through ongoing relationship building and through the negotiation and decisioning of submitted applications. • Responsible for the recruiting, interviewing, hiring, onboarding, and development of associate talent within their line of managerial authority and responsibility and in support of the organization. . • Provides effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary. • Leads employees using a performance management and development process that provides a framework that encourages employee contribution, feedback, and growth. • Provides career development planning and opportunities while empowering employees to take responsibility for their jobs and objectives. Delegates responsibility and expects accountability and regular feedback. • Provides analytical interpretation of data, statistics, and operational results, and translates them into solutions using problem solving skills. • Maintains active and transparent communication environment through team meetings, 10-10 meetings, appropriate email, and regular interpersonal communication. • Partners effectively with peers and teammates to efficiently achieve operational alignment and mutual objectives. Show less Train and develop Contract Processors through one on one coaching, monitoring and audit. Meet quality standards and assigned productivity metrics; Monitor and maintain acceptable levels of aged contracts; Work collaboratively with the recruiting and HR and the leadership team on staffing issues. Maintain subject matter knowledge to provide support as needed, both internally, and across the organization. Provide daily direction and communication to employees so that Contract Processing functions are performed in a timely, efficient, accurate and knowledgeable manner. Administer performance evaluations and salary treatment consistent with company guidelines. Participate in and or lead special projects on behalf of the CPC; Recognized by others as an expert and is sought out by others for subject matter expertise. Show less Manage and direct all aspects of the bankruptcy department operations. Develops, implements, and monitors processes and procedures to maximize efficiency and achieve department objectives; Recruits, interviews, and select appropriate candidates as team members. Establishes performance measurement metrics for team members and conducts periodic performance evaluations based upon those metrics; Administers scheduling, attendance monitoring, and payroll submission. Implements and reviews bankruptcy policies and procedures; Participates in department employee training efforts; Ensures compliance by all team members with company policies and procedures; Initiates call monitoring to ensure that quality service is being provided. Show less Provides exceptional customer service to all internal customers; Collaborates and cooperates with other functional areas including; Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services. Fosters a cooperative team environment within the management team and site. Provide leadership, direction, and support and career development to Premier Support Solution’s organizations, management and teams in a manner consistent with Companies Core Values and business objectives. Lead Operations Managers to support their teams to train, motivate and coach the Premier Support Solutions leaders on the essential skills to meet that each team member has the tools they need to succeed at their job. Appropriately prioritize site, team, and individual goals to effectively achieve business objectives; actively seeks input from team members to understand successes and opportunities and leverage of input to make improvements. Helps to develop, define and execute a culture that leverages rewards and recognition; continually seeks opportunities to improve operations, including people, processes, and technologies; Ensure that team member, client, and customer expectations are met and exceeded. Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies. Collaborate with Human Resources to ensure that policies and procedures are consistently and applied. Work with the Quality department and Operations Managers to ensure consistency in call evaluations and that quality objectives are achieved. Show less

  • Senior Indirect Manager

    Feb 2012 - Mar 2016

  • Loan Processing Operations

    Aug 2009 - Feb 2012

  • Bankruptcy Operations

    Jun 2006 - Aug 2009

  • Call Center Operations

    Oct 2005 - Jun 2006
• 

  Axos Bank

  Mar 2016 - Jun 2019

  Vice President Consumer Credit

  Guide, direct and provide oversight of the activities of the business unit to ensure the achievement of its annual strategic and tactical goals. Prepare and present recommendations to senior management that promote the incorporation of leading-edge technologies and strategies that enhance the efficiency, effectiveness and profitability of the business unit. Ensure that credit officers and loan processors are trained in their various job functions, have ready access to and receive the appropriate amount of guidance and management oversight and are scheduled effectively to satisfy all business needs. Provide the level of support to and guidance of the activities of credit officers and loan processors as necessary to ensure all customers are serviced in a timely and professional manner that accurate, concise decisions are communicated consistently and promptly, that (KPIs) key performance indicators objectives are consistently achieved. Conduct regularly scheduled reviews of decisions and purchases to ensure credit quality and product pricing standards are adhered to and to mitigate lost opportunity risks. Hire, train, reward and focus on team member succession planning and team development for achievement of business goals and to ensure the long-term success of the division. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, ensuring positive employee morale. Show less

• 

  United Rentals

  Oct 2019 - Mar 2022

  Credit Operations

  Managing assigned accounts receivable team portfolio, including allocating team resources to achieve goals and managing accountability to K.P. I.* Lien, Pre-lien and Lien Releases* Collections* Responsible for ensuring metric strategies are executed by individuals and teams* Recommending process improvements and system enhancements to further maximize team efficiency* Analyze effectiveness of collection efforts to ensure use of proper and timely collection techniques* Prepare and assist in presenting annual performance reviews of credit office staff with Credit Manager* Evaluate accounts to determine options for securing account balance through frequent account reviews with Collectors* Prepare and assist with quarterly A/R reviews for credit staff* Identify areas of concerns, trends and make recommendations for collection and employment actions* Review and approve placement of unsuccessful accounts to be placed with third party agencies and/or attorneys* Responsible for direct management of credit office staff, including but not limited to:* Assist with interviewing and hiring credit office staff* Training and development of credit office staff* Assessment of individual and team performance goals and objectives and performance management* Assist Credit Manager with employee relations and disciplinary actions* Communicate department results and all other important information to credit staff as needed* Review and approve credit office accounts payable, refunds, payroll, and templates* Refunds approval up to 50k* Accounts payable approval up to 2,500* Review and approve payroll for credit office staff* Monitor time clock punches to ensure staff adherence to schedules* Review and approve all collection templates excluding Bad Debt* Monitor teams performance and escalate issues to Credit Supervisor and/or Credit Manager* As necessary, assist Credit Management Team with Credit Office internal and external audit requests Show less

• 

  HomeServe USA

  Mar 2022 - now

  Operations Manager Customer Service Sales and Retention

  The Manager, Inbound Sales and Service, reports to the Director, Inbound Sales and Service and is responsible for daily operations of the Inbound Sales and Service DepartmentThis includes, but is not limited to: Call Center metrics, employee management, vendor management, projects, complaints, employee training, training material, scheduling and other duties as assignedManage daily activities of the Inbound Sales and Service team as assigned by the DirectorWork with the Director to support Supervisors to meet daily, weekly, and monthly corporate and partner goalsAssist the Vendor Manager with managing the performance of any third party call centers who handle calls for Inbound Sales and ServiceManage other vendor relationships which interact directly with Inbound Sales and ServiceProvide leadership on projects assignedRepresent the organization in various meetings with the client and management teamEnsures that the actions of the group are met and are in line with client goalsAd hoc projects Show less