Experience

SAM -- Solutions for Account Management, Inc.

• United States
• Financial Services
• 1 - 100 Employee

• Strategic Operations

  • Sep 2017 - Present



FFAM360 Alliance of Companies

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Director of Vendor Management

  • Mar 2016 - Jan 2022



Citizens Financial Group, Inc.

• Banking
• 700 & Above Employee

• Assistant Vice President

  • Nov 2010 - Feb 2016

  External Serviced Vender Manager Reporting to the Head of Non-core operations, managed 8 Vendors responsible for Servicing, Default and Liquidation operations. Portfolios include Property Secured and Student Loans valued at $4B • Improved losses by $2MM in 2012 versus budget • Implemented new Vendor Oversight program recognized by federal regulators • Renegotiated Pricing and Incentive plans to reduce cost and improve performance • Partnered with Third Party Assurance auditors to remediate key technology and security risks Show less



RBS Citizens, N.A

• Warwick, RI

• Assistant Vice President

  • Mar 2010 - Feb 2016

  Customer Experience Acted as the Customer Experience Lead for Debt Management, Mortgage & Fraud Operations and served on a CFG wide board of stakeholders and designers of Customer Experience • Implemented Customer Experience into a collections environment • Created new Customer Experience score cards that improved enterprise scores by 10% • Worked with senior level management to creating a more customer centric environment while decreasing the banks losses Customer Experience Acted as the Customer Experience Lead for Debt Management, Mortgage & Fraud Operations and served on a CFG wide board of stakeholders and designers of Customer Experience • Implemented Customer Experience into a collections environment • Created new Customer Experience score cards that improved enterprise scores by 10% • Worked with senior level management to creating a more customer centric environment while decreasing the banks losses



RBS Citizens N.A

• Warwick, RI

• Officer

  • Aug 2004 - Mar 2010

  Recovery Manager Reporting to Senior Vice president of collections, managed a team of fifty collectors who monitored, reviewed and recovered losses on customers charged off accounts. • Maintained expense and overall department budget within +/- 5% of forecast • Ensured that all individuals complied with all State and Federal collections regulations • Managed collections on post charge-off Auto, Home Equity Loans, Student Loans, Credit Cards, Overdraft Protection and Checking accounts. • Maintained relationships with 20 3rd party vendors • Worked with senior level management to fully integrate Performance Management Plan across division • Responsible for heading the 1099C Year End Project for the Recovery Department for three consecutive years. Supply all required data to ensure that the IRS file was processed accurately and within the specified quidelines required.three consecutive years. Supply all • Lead the successful implementation of charged off student loans transitioning to the Recovery Management System. This included handling communications around the transition, training the staff on new systems, codes and guidelines as well as providing guidance on issues that arouse. • Development of new strategies to improve recoveries and minimize potential losses. Identified potential problems and provided guidance to staff in restructuring existing functions increasing recoveries from $500K to $1.0M per month Show less



RBS Citizens N.A

• Recovery Specialist

  • Jun 2001 - Jun 2004

  • Post Charge-off collections on Auto, Equity Loans and Overdraft protection accounts• Complied with all State and Federal collections regulations

• Business Banking Specialist

  • May 2000 - Jun 2001

  • In bound phone calls from Business customers within Citizens foot print• Out bound sales calls to existing Business customers to improve their current banking relationship• Out bound sales calls to potential customers. Setting up appointments with Business Banking Officers to meet with potential customers

• Customer Service Representative

  • Jul 1998 - May 2000

  • In bound phone calls from Citizens Bank customer seeking information on their current banking relationship