Experience

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  Pioneer Military Credit

  • Lending Manager

    • Mar 2022 - Present

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  AWL

  • Kansas City, Missouri Area

  • Complaint Resolution Manager

    • Oct 2019 - Mar 2022
    • Kansas City, Missouri Area

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  Pioneer Services

  • Customer Resolution Manager

    • Jan 2018 - Mar 2022

    Manage a team of seven individuals with the processing of credit bureau updates and disputes received via e-OSCAR, Debt Protection claims and fraud investigations. Partner with Quality to create department accountabilities and goal charts. Ensure that the team adheres to company policy through monthly Quality Reviews. Expand team knowledge through new training process and foster environment of collaboration. Present monthly board reporting for department. Maintain department Standard Operating Processes. Managed company compliance with the FCRA. Directed collaborative efforts with Reporting and System Operations to obtain accurate reports for system mapping to ensure compliance with the FCRA. Directed collaborative efforts with Fiserv to identify and resolve a system error with the recalculation of the reported payment history.  Directed collaborative efforts with Quality to create team accountability program and provided coaching to team to improve critical error rating by 30%.  Created a third-tier position within the team to provide the opportunity for team member career advancement. Received Satisfactory rating in internal and regulatory audits.

  • Customer Resolution Supervisor

    • Jan 2015 - Jan 2018

    Focused on complaint resolution by routing consumer feedback to appropriate executives while meeting individual needs of team members in Customer Resolution department. Processed and drafted responses to complaints filed through BBB, OCC, CFPB, and Attorney General. Provided clear guidance to a team of eight individuals with the processing of credit bureau updates and disputes received via e-OSCAR. Assisted with Debt Protection claims and fraud investigations. Ensured that the monthly Metro II credit reporting file is submitted to consumer reporting agencies. Collaborated with Chief Compliance Officer and General Counsel to respond professionally to formal complaints within the regulatory timeframes. Thoroughly processed customer feedback through Service Now and Served as Custodian of Records for processing subpoenas and gathering records for civil lawsuits.  Designed 50+ template response letters that addressed customer concerns and provided account validation.  Led team successfully through system conversion by creating system guides and training. Directed collaborative efforts with IT to update SharePoint functions and eliminate the need for manual submissions by creating workflows for cease and desist alerts and credit bureau update requests. Created a filing system for customer correspondence to ensure timely responses. Authored the standard operating processes for Fraud Investigation, Escalated Customer Correspondence, and Retrieving Loan Documents and updated the processes for Credit Bureau Disputes and Debt Protection to include images and specific steps.

  • Fraud Investigator and Customer Resolution Administrator

    • Jan 2013 - Jan 2015

    Streamlined the customer feedback process due to increased number of fraud investigation requests. Investigated cases of suspected identity theft and mitigating loss by the resolution of false fraud claims. Identified fraud rings with use of critical analysis while confronting suspects to recover stolen funds and providing monthly fraud findings to the executive team. Assisted with the creation of the customer feedback form in Service Now to track and identify trends with customer complaints. Drafted responses for customer complaints and both organized and led the monthly meetings to discuss the feedback received. Led the way to four guilty verdicts in military court martials due to personal fraud investigations and testimonies. Trained all customer facing team members on the utilization of the Service Now feedback page. Recovered $100K+ in fraud loss due to a combination of recalling loan proceeds, letters of indemnity, and repayment agreements with perpetrators of fraud.

  • Collections Team Lead

    • Jan 2009 - Jan 2013

    Promoted internally to handle the growing needs of fraud investigation. Reviewed loan documents to ensure accuracy and regulatory compliance. Provided guidance and support to collections team, steering all processes toward compliance with company policy. Started a formal process for investigating cases of identity theft. Created a training program for giving and receiving constructive criticism and skip-tracing service members for collections. Received internal nomination for the company’s recognition program for building team morale through a week-long collections competition.

  • Collections Specialist

    • Apr 2007 - Jan 2009