Experience

Tinker Federal Credit Union

• Financial Services
• 300 - 400 Employee

• VP, Collections and Remarketing Manager

  • Aug 2015 - Present

  Oklahoma City, Oklahoma Area With over 30 years in financial management experience, I have specialized in many operational positions over my career which requires developing strong partnerships and relations to deliver maximum service levels to our customers. I have a good working knowledge of the Mortgage, Consumer, and Automotive industry in the call center environment which afforded me the opportunity to develop a diverse skill-set. I have been tasked over my life time with several new start-up departmental roles. I… Show more With over 30 years in financial management experience, I have specialized in many operational positions over my career which requires developing strong partnerships and relations to deliver maximum service levels to our customers. I have a good working knowledge of the Mortgage, Consumer, and Automotive industry in the call center environment which afforded me the opportunity to develop a diverse skill-set. I have been tasked over my life time with several new start-up departmental roles. I have a proven track record for success. I have led Customer Service, Collections, Loss Mitigation, Quality, Compliance, Contract Claims, Bankruptcy and Legal Departments. I have led work group sizes up to 700 employees, including mid-level and front-line level managers. Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• VP, Segment Site Leader

  • Jul 2009 - Mar 2015

  Dallas/Fort Worth Area Led Collections Operations for the SFO Subprime and Private Mortgage Collections Site consisting of a cumulative portfolio of 1.6+ million accounts with outstanding balance of $320+ billion. Successfully completed new Site start-up with supervision up to 700 employees; included 8 Unit Managers, and 40 Team Managers. Managed Collections inbound and outbound calling strategies to maximize efficiency and effectiveness, and achieved productivity targets while mitigating delinquencies and… Show more Led Collections Operations for the SFO Subprime and Private Mortgage Collections Site consisting of a cumulative portfolio of 1.6+ million accounts with outstanding balance of $320+ billion. Successfully completed new Site start-up with supervision up to 700 employees; included 8 Unit Managers, and 40 Team Managers. Managed Collections inbound and outbound calling strategies to maximize efficiency and effectiveness, and achieved productivity targets while mitigating delinquencies and losses. Appointed and represented the Collections Department in Mortgage Servicing Portfolio Reviews with investors and clients. Performed Site staffing requirements with hiring, and termination requests. Developed front-line employees and managers; over 30 internal front-line employees promoted to manager levels. Managed Site budget expenses with strong emphasis on employee motivation efforts, and training needs. Led Customer Service Voice and Chat Operations for DFW Retail Card Site consisting of portfolio size of 18 million accounts. Show less



Vericrest Financial, Inc. (Caliber Home Loans)

• AVP, Department Manager

  • Nov 1997 - Jul 2009

  Oklahoma City, Oklahoma Area Led Collections Operations for the Late Stage Collections Department consisting of a cumulative portfolio of 130,000+ Manufactured Housing, Recreational Vehicle, and Marine accounts with outstanding balance of $5+ billion. Supervision of 40 employees; includes 5 Supervisors. Led departments such as Bankruptcy, Litigation, and Loss Mitigation for Manufactured Housing, Recreational Vehicle, and Marine accounts; Other departments comprise of Compliance, Quality Control/Assurance, Call… Show more Led Collections Operations for the Late Stage Collections Department consisting of a cumulative portfolio of 130,000+ Manufactured Housing, Recreational Vehicle, and Marine accounts with outstanding balance of $5+ billion. Supervision of 40 employees; includes 5 Supervisors. Led departments such as Bankruptcy, Litigation, and Loss Mitigation for Manufactured Housing, Recreational Vehicle, and Marine accounts; Other departments comprise of Compliance, Quality Control/Assurance, Call Monitoring, and Defensive Litigation. Led Home Lending Claims and Contract Administration Department with successful claims while defending repurchase requests from mortgage investors. Coached, trained, mentored staff for proper collection work standards; reviewed and monitored strict adherence to the Fair Debt Collection Practices Act. Performed and approved employee hiring, disciplinary action, and termination requests. Show less



Nissan Motor Acceptance Corporation

• Region Supervisor

  • Aug 1988 - Dec 1996

  Dallas/Fort Worth Area Led Automotive Collections Operations for the South Central Region consisting of a portfolio of 90,000+ accounts with an outstanding balance of $1+ billion; previously in the South West and Early Stage Dialer Regions. Supervised 30 employees; including 2 Supervisors. Approved legal, repossession, charge-off, and deferment requests. Resolved complex collection issues with Field Sales Team on dealer issues while maintaining positive partnership relations. Forecasted departmental goals… Show more Led Automotive Collections Operations for the South Central Region consisting of a portfolio of 90,000+ accounts with an outstanding balance of $1+ billion; previously in the South West and Early Stage Dialer Regions. Supervised 30 employees; including 2 Supervisors. Approved legal, repossession, charge-off, and deferment requests. Resolved complex collection issues with Field Sales Team on dealer issues while maintaining positive partnership relations. Forecasted departmental goals, budgets, and performed dealer inventory floor plan audits. Coached, trained, mentored staff on laws governing credit and collections practices. Performed employee performance reviews, hiring, and termination requests. Show less