career objective                              
results-driven financial services executive eager to contribute sharp business acumen, team leadership, and customer service skills toward supporting the employer in optimizing financial and operational performance

profile                                                

ø  offer more than 17 years of progressive experience managing operations and analytics within the financial services industry

ø  provide expertise in internal control and management information systems, evaluate existing operations and gather business requirements, drive process improvements and implement technological solutions, and oversee quality control efforts

ø  actively boost bottom line profitability through application of effective collections strategies, dialer campaigns, accurate forecasting and financial analysis, and appropriate resource allocation

ø  demonstrated success recruiting, training, and leading top-performing support teams; strong experience with improving staff productivity and motivation and developing internal candidates 

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs

ø  facilitate a client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  dynamic communication, presentation, negotiation, and relationship management skills

ø  sharp technical proficiencies, including ms office (word, excel, powerpoint, access, outlook), sas, crystal reports, visual basic, tsoxb, mortgage serv, and davox dialer

 

~ key achievements ~

ø  utilized first-in-class loss mitigation strategies to increase workout ratios by over 500% and reduced early-stage loan delinquency from 5.5% to a record low of 2.23%

ø  pioneered successful cost controls for mortgage services division; overhauled employee incentive program to halve monthly costs while improving staff performance, cut operating costs for inbound/outbound collections through outsourcing, and implemented automations responsible for reducing labor hours

ø  consistently received superior customer satisfaction ratings for mortgage services division; recognized for attaining exceptional team performance ranking with consumer lending division

ø  grew consumer lending support activity to provide broadened scope of assistance as well as increased capacity; expanded operations from one site with three directors to six sites with eight directors

ø  substantially reduced delinquency rates at beneficial mortgage corporation from over 7% to below 3%, and cut foreclosure/reo timelines and processing times in half

professional experience                

hsbc corporation, tampa, fl                                                                                                   1992 c present

vice president of default services, hsbc mortgage services, tampa, fl (2004 c present)

• in recognition of outstanding performance, steadily progressed within this leading financial services organization to attain executive-level position entrusted with oversight of $48b portfolio and 470,000 loans
• effectively manage all human resources and staff development duties for 65 domestic loan collectors and six unit managers with a $2.8m payroll; recruit, train, and supervise personnel responsible for collecting on 1^st and 2^ndreal estate and mortgage loans 1-240 days past due and loans in loss mitigation
• introduced numerous process improvements and automations, developed and implemented highly effective calling strategies, conducted call handling and collector skill set development trainings, and installed technologies including a voice response unit and virtual dialer system with computerized representative

 

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department manager of operation analytics, mortgage services, tampa, fl (2002 c 2004)

• successfully developed complex operational matrix reporting system with more than 1,500 reports, designed comprehensive mis, and created mainframe data warehouse
• administered systems, instituted functionality enhancements, efficiently resolved issues; applied depth of knowledge regarding hts and mortgage serv system
• recruited, trained, and led 20 analysts, five project managers, and three managers in support of default services efforts; created  collection queues, dialer campaigns, and operations management tools and automations
• improved collection letter initiatives, expanded internal great ideas program, and partnered with interdisciplinary specialists on executive requests

quality control manager c credit risk/mis, consumer lending, tampa, fl (2001 c 2002)

• expertly built and maintained operational matrix reporting for multiple geographically dispersed branches, established web-based system to accurately manage more than 1,500 real-time reports for consumer lending division
• completed numerous mis and dialer projects, designed new reporting processes and fixed problems in existing procedures, and created incentive database in support of the default site
• hired and mentored 24 analysts and six performance engineer analysts

manager of collections, consumer lending, tampa, fl (1998 c 2000)

• oversaw unsecured consumer lending portfolio of 400,000 loans valued at $2.5b; integrated household and beneficial portfolios, managed bankruptcy portfolio activity and relocation, coordinated bankruptcy queue, developed reporting tools, and established incentives for team
• performed all hiring and managerial functions for team of 36 bankruptcy specialists, 12 midrange collections staff, and three managers

senior manager, beneficial mortgage corporation, brewster, ny (1995 c 1998)

• directed all aspects of operations and developed standard operating procedures for collections, bankruptcy, foreclosure, reo, quality control, and due diligence departments, additionally launched loss mitigation department

branch manager, beneficial finance corporation, brewster, ny (1992 c 1995)

• managed three top-performing loan offices in connecticut and new york

education                                           

university of south florida, tampa, fl                                                                                                   2005

master of business administration

 

florida southern college, lakeland, fl                                                                                                              1990

bachelor of science in personnel management 

 

 

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hiring agent name

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company name

address

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dear__________________:

 

i am currently seeking a challenging career opportunity in a insert job title capacity and am submitting my resume for your review.  in advance, thank you for your time and consideration.

 

as demonstrated in the accompanying resume, my professional qualifications include numerous years of operational management, mis and analytics, human resources, collections, and customer service experience.  i have a solid track record of developing reporting solutions and analyzing information systems to improve corporate performance.  i excel at coordinating staff development and employee motivation efforts, and am adept at cultivating a productive company culture through strategic recruiting, training, and leadership.  my superior communication and organizational skills have consistently proven instrumental in my success at building teams recognized for achieving and exceeding company goals.   to complement this background, i offer an mba as well as a bs in personnel management. 

 

as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.

 

sincerely,

 

 

 

 

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