Experience

Carolinas Telco Federal Credit Union

• United States
• Financial Services
• 1 - 100 Employee

• Vice President of Member Support

  • Jan 2023 - Present

  Charlotte, North Carolina, United States

• Member Support and E-Branch Manager

  • Jul 2020 - Jan 2023

  Charlotte Responsible for managing 6 - 8 direct reports for the Member Support Team and ensuring Member service objectives are well supported. Oversee training of personnel, ensure professional relations exist with Members, reporting and informational needs are met. Also responsible for all third- party vendor contract renewals and verify compliance. Key Results: · Provided strong leadership, mentoring, coaching and guidance to obtain the best possible results measured in KPI targets · Ensure… Show more Responsible for managing 6 - 8 direct reports for the Member Support Team and ensuring Member service objectives are well supported. Oversee training of personnel, ensure professional relations exist with Members, reporting and informational needs are met. Also responsible for all third- party vendor contract renewals and verify compliance. Key Results: · Provided strong leadership, mentoring, coaching and guidance to obtain the best possible results measured in KPI targets · Ensure all member inquiries and complaints are resolved in a timely manner · Ensure Member Support operations further Credit Union strategic plans and incompliance with established policies and procedures through monthly audits · Monitor financial performance of the Member Support Teams and ensure budgets are met · Ensure the organizations core values are applied during communication with members and employees, which are executed through daily functional processes. · Complies with all federal, state, and organizational policies, procedures, and processes, including, but not limited to, the Bank Secrecy Act and Office of Foreign Assets Control · Assist in project enhancements; most recently successfully launched core system, online banking platform, and digital communication via email and chat · Responsible for coordinating and plan monthly schedules of staff to ensure proper coverage for incoming calls · Develop and execute strong relationships · Identified and implemented work efficiencies through process improvements to enhance the effectiveness of staff and credit union · Managed relationships with third party vendors and their contracts · Developed and reported on specialized monthly reports of portfolio performance to Senior Executive Team



Volvo Financial Services

• Financial Services
• 700 & Above Employee

• Wholesale Audit Manager

  • Aug 2016 - Aug 2019

  Greensboro/Winston-Salem, North Carolina Area Responsible for managing 5 direct reports who minimize loss exposure of a $2B wholesale dealer inventory portfolio while maintaining lowest possible delinquency. Key Results: Provide strong leadership, coaching and guidance to a team of wholesale auditors in order to obtain the best possible results measured in KPI targets Responsible for coordinating and plan monthly audit schedules a month in advance for dealer floor plan, affiliated lease line and third party leasing companies… Show more Responsible for managing 5 direct reports who minimize loss exposure of a $2B wholesale dealer inventory portfolio while maintaining lowest possible delinquency. Key Results: Provide strong leadership, coaching and guidance to a team of wholesale auditors in order to obtain the best possible results measured in KPI targets Responsible for coordinating and plan monthly audit schedules a month in advance for dealer floor plan, affiliated lease line and third party leasing companies in a timely manner in accordance to the approved audit frequency Oversee the collection of all assets identified as “sold”, interest and curtailment payments and rental splits due from our dealer base Develop and execute strong customer relationships Identified and implemented work efficiencies through process improvements to enhance the effectiveness of staff and company Communicate with executive staff, including in-house Legal staff on all dealer work outs and/or sold out of trust issues to minimize VFS’s loss exposure and develop a systematic approach towards a financial resolution Managed VFS’s relationship with third party vendors Prepared monthly reports of portfolio performance for senior executive management meetings

• Collection, Repossession and Insurance Manager

  • Feb 2001 - Jul 2016

  Greensboro/Winston-Salem, North Carolina Area Responsible for managing and developing a team of direct reports that maintained a $6B portfolio consisting of Volvo/Mack Trucks, Prevost Buses and Volvo Construction Equipment to minimize loss exposure and maintain the lowest possible delinquency for the Portfolio. Key Results: Provided strong leadership, coaching and guidance to a team of collection, insurance and repossession specialists in conjunction with the Customer Service/Collateral Administration, DFB, Credit Managers… Show more Responsible for managing and developing a team of direct reports that maintained a $6B portfolio consisting of Volvo/Mack Trucks, Prevost Buses and Volvo Construction Equipment to minimize loss exposure and maintain the lowest possible delinquency for the Portfolio. Key Results: Provided strong leadership, coaching and guidance to a team of collection, insurance and repossession specialists in conjunction with the Customer Service/Collateral Administration, DFB, Credit Managers, Directors, Executives and in house Legal staff in order to obtain the best possible results measured in KPI targets Coached, mentored and motivated all personnel to ensure each employees’ success by means of a personal business plan Responsible for training and developing all new hires, interns, trainees, and key dealer personnel Developed work out programs for customers in financial distress by means of a modification, refinance or extension to the customer’s current loan or lease Reviewed credit decisions for financial relief Interacted with, and act as a liaison between staff, sales, executives, dealerships, key syndicate banks, customers, insurance companies and other vendors Developed and execute strong dealer relationships Responsible for daily and monthly reporting of portfolio performance for senior executive management meetings Implemented and updated policies and procedures as see fit to ensure compliance and meet best practices Designed and implemented Artiva collection database for staff to better manage portfolio of business Negotiated contracts with all outside vendors including multiple repossession, collection, and insurance agencies and Western Union Speedpay software program



Oakwood Acceptance Corporation

• Corporate Asset Manager

  • May 1994 - Feb 2001

  Greensboro/Winston-Salem, North Carolina Area Responsible for managing a team of 12-35 internal accounts receivable staff members and outside field specialists collecting mortgage payments and internal training of new hires as well as existing employees for manufactured homes across the United States. Key Results: Managed and mentored a team of 12 to 35 internal account receivable staff and outside field specialists collecting mortgage payments financed for Oakwood Homes Corp Managed process improvements and trained all… Show more Responsible for managing a team of 12-35 internal accounts receivable staff members and outside field specialists collecting mortgage payments and internal training of new hires as well as existing employees for manufactured homes across the United States. Key Results: Managed and mentored a team of 12 to 35 internal account receivable staff and outside field specialists collecting mortgage payments financed for Oakwood Homes Corp Managed process improvements and trained all new hires Developed strategic work plans with high risk accounts to minimize losses Resolved day-to-day high escalation calls with the upmost customer service Responsible for projecting month end delinquency, repossessions and insurance losses Developed monthly reporting for executive staff Corporate Loan Servicing Trainer Responsible for developing and training of all new hires and current employees Key Results: Implemented process improvements for effective and efficient business practices Designed training program to all new hires Scheduled training and maintained records of all courses, certifications completed for personnel files Identified training needs of current staff to maximize performance Manage the content for all existing training Traveled extensively to satellite offices to ensure development of the staff with the most up to date training Collector Responsible for managing a block of business collecting on mobile home mortgage payments Key Results: Collected accounts 8 days delinquent until resolved which varied from setting up payment plans, bankruptcy litigation, or repossession Met daily and monthly quotas Utilized time management for efficiency and exceeded goals Top performer month after month Show less



Wendover Funding

• Customer Service Representative

  • 1991 - 1994

  Greensboro/Winston-Salem, North Carolina Area Held various positions including customer service and collections/account management of mortgages while attending college. · Responsible for all incoming correspondence from vendors, clients, and attorneys answering questions regarding the acquisition of their loans · Escrow analysis, payoff quotes, troubleshooting and resolving problems · Receive, research, and resolve all inquiries in a timely manner and communicate effectively with vendors, clients, investors and internal… Show more Held various positions including customer service and collections/account management of mortgages while attending college. · Responsible for all incoming correspondence from vendors, clients, and attorneys answering questions regarding the acquisition of their loans · Escrow analysis, payoff quotes, troubleshooting and resolving problems · Receive, research, and resolve all inquiries in a timely manner and communicate effectively with vendors, clients, investors and internal departments as necessary · Collected mortgage payments up to 120 days delinquent until resolved which varied from setting up payment plans, bankruptcy litigation, or foreclosure · Responsible for payment transfers, deeds, filings and contract set up · Met daily and monthly quotas · Utilized time management for efficiency and exceeded goals · Top performer month after month Show less