Experience

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  Chase home finance

  Jan 1993 - Jan 1996

  Team leader

  Conducted weekly departmental training sessions on job functions and products serviced in the area.Revised insurance claim procedure to decrease processing time by 4 days.

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  Charter one bank

  Jan 1996 - Jan 1997

  Commercial loan servicing supervisor

  Launched workflow and loan servicing redesign that eliminated a 4-month processing backlog and reduced payroll expense by 20%.Integrated acquisition of commercial loans purchased from Home Bank, which increased portfolio size by 20%.Redesigned procedures and tracking of commercial loan insurance casualty policies to prevent customers from having insurance force placed in error.Established and implemented procedures to comply with state and county guidelines for maintaining UCC filings. Show less

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  Chase home finance

  Jan 1997 - Jan 2001

  Assistant vice president

  Created a specialized unit to resolve elevated issues addressed to senior corporate executives, which improved customer satisfaction and reduced the response time.Participated in Six Sigma project team to improve home equity retention process flow resulting in additional income of $1,100 per account that remained with the bank.Increased department productivity by 25% through careful monitoring of routes and feedback of staff performance.Reduced response time to customers from an average of 20 days to 6 days by reorganizing department workflows.Improved customer service efficiencies by implementing job-sharing program with phone center.Led department through four successful servicing system conversions over four years due to bank mergers and acquisitions.Remained under budget for payroll and overtime expenses by $118,000 while increasing service levels by 11% in 2001.Increased customer satisfaction scores by 25% based on monthly customer surveys over a period of 8 months through letter quality, automation, staffing and training. Show less

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  Charles schwab retirement plan services

  Jan 2001 - Jan 2004

  Client services analyst

  Managed conversion of 8 retirement plans totaling 5,300 participants and $62 million in assets.Improved conversion workflow to reduce conversion processing time by 4 days by dividing tasks and grouping them into functional components, which enabled more staff participation.Completed Pension Administrator and Daily Valuation coursework through the American Society of Pension Actuaries.

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  Park view federal savings bank

  Jan 2004 - Jan 2005

  Loan servicing manager

  Programmed new collection servicing system to prioritize collection efforts by product and risk.Designed 15 automated workflows within collections and servicing to improve accuracy.Implemented delinquent loan workout program, which reduced foreclosures by 25%.Wrote and programmed automated correspondence for 45 common inquiry types.Spearheaded home equity line of credit extension procedure for maturing lines. This evaluated customers by risk, minimized paperwork and costs to retain customers within the bank.Redesigned annual escrow statement to reduce it from 7 pages to 2 pages for an annual savings of $4,000 in postage and letterhead.Completed 18 courses in the areas of residential, commercial and construction loan regulatory compliance and servicing. Show less

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  Xpress loan servicing

  Feb 2006 - Nov 2010

  Private loan servicing and collection manager

  Managed start-up of the servicing and collection departments for the non-guaranteed education loan portfolio. Managed the recoveries of defaulted private student loan balances through multiple Third-Party Collection Agencies including performance reporting and competitive placement strategies.Maintained a greater than 60-day delinquency rate of less than 2.5% through effective skip tracing, targeted correspondence and borrower counseling.Co-chair of the Student Loan Servicing Alliance (SLSA) Private Loan Collection Sub-committee. SLSA is a national organization of over 120 member companies servicing educational loans. Show less

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  Proctor loan protector

  Nov 2010 - now

  Senior account services manager

  Manage the relationship between the assigned clients to ensure contract compliance and continual improvement plans are maintained for outsourced property insurance tracking services.Manage client on-boarding projects and enhancements to improve processing efficiency of contracted services while minimizing overall costs.Ohio Property and Casualty Insurance License - 2012