Yyyyyy x. yyyyyy

Financial Services and Operations Executive

Accomplished w Client Centered w Detail Driven w Leader w Mentor w Innovative w Highly Effective

      Extensive and progressively responsible experience as a manager and executive leader in banking, customer relations, and call center environments

      Excellent communicator with demonstrated ability to collaborate with staff, management, business partners and others at all organizational levels

      Outstanding blend of organization, prioritization, leadership and interpersonal skills

      Proven ability to assemble, lead, train and supervise highly-motivated and cross-functional teams in a fast-paced environment, manage a wide range of duties simultaneously and coordinate multi-level directives within financial management and call center roles

      Astute leader adept in identifying areas for improvement and devising effective responses

      Direct cross-functional teams across all projects and organizational initiatives from concept to completion

      Provide sound consultative advice to executive-level teams and board members

      Mentor and lead teams by example and with integrity to deliver services excellence

      Consistent success is rooted within the combined concepts of quality, continuous improvement and effective process enhancements

Key Strengths

NorStates Bank, Waukegan, IL, 2017 2018

Vice President, Loan Operations

         Proficiently administered and directed all aspects of Commercial, Mortgage and Consumer Loan Operations including documentation, loan boarding, loan payment processing, researching and resolving client issues.

         Continually assessed existing processes to identify opportunities for improvement either in customer service or internal efficiencies. Devised, developed and executed successful strategies that improved efficiency and optimized performance.

         Achieved 75% reduction in operational expenses and processing time through introduction of Mortgage E-Recording software.

         Created procedures for internal and external auditing purposes.

         Practiced consistent and ongoing training with all team members. Trained in applying due diligence procedures and regulatory mandates and conducted monthly coaching sessions. Assessed effectiveness of initial training using performance gains and achievement of score card objectives.

         Established a Quality Assurance Review process for new loan originations to ensure compliance with all federal rules and regulations.

Continued

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Professional Experience, continued

First Midwest Bank, Gurnee, IL, 2014 2017

Assistant Vice President, Loan Servicing and Loan Operations Help Desk

         Dramatically improved performance and efficiency within the bank s call center. Exceeded Service Level Agreements on KPIs 98% while improving productivity to allow reduction of 2 FTE while maintaining quality.

         Reduced call center abandon rate from 42% to 5%; increased call center representatives handle ratio from 65% to 99.8%.

         Proficiently practiced continuous process improvement through analyzing and developing strategies to improve efficiencies and optimize performance.

         Developed a formal onboarding training program for Loan Operations Help Desk and Loan Servicing area. Conducted bi-weekly coaching sessions with all employees.

         Designed, implemented and monitored controls to assure compliance with regulatory requirements.

         Effectively managed and took active part in all lending projects including integrating new systems and acquisitions. Oversaw loan general ledger account reconciliation.

         Ensured accurate and timely reporting to credit bureau agencies; researched, resolved and reported client discrepancies through E-Oscar.

         Served as Project Manager for Consumer Loan Servicing conversion of 4 bank acquisitions and a Commercial loan imaging project exceeding budget expectations by $75,000. Also acted as the bank s Project Manager for the United Way Northern Region annual campaign.

Baxter Credit Union, Vernon Hills, IL, 1986 2014

Manager, Consumer Loan Servicing and Quality Assurance (2007 2014)

         Proficiently managed and serviced $1.4 Billion Consumer Loan portfolio in the United States and Puerto Rico.

         Successfully analyzed, developed and executed department strategies to optimize performance. Reduced unperfected title percentage from 10% to 1%; increased non-interest skip a payment revenue by 78%; enhanced operational efficiency more than 5% each year.

         Increased percentage of consumer loans serviced per employee 6% year over year.

         Conducted Quality Assurance Loan Reviews to ensure compliance with state and federal regulations.

         Managed vendor performance; administered all aspects of CPI, GAP, MRC and Debt Protection Programs.

Manager, Compliance (2006 2007)

         Managed the BCU Compliance Committee and provided support to BCU Regulatory Action Teams. Managed, monitored and supported BCU compliance activities within organizational and legal guidelines.

         Continually researched compliance issues, solutions, policies and regulations; trained individuals throughout the organization.

Manager, Collections and Automobile Title Processing (1994 2006)

         Managed all collection activity within the United States and Puerto Rico Consumer Loan portfolio. Hired, trained and developed a highly effective collection team that consistently exceeded collection goals.

Manager, Loan Sales and Member Relations Call Center (1989 1994)

         Implemented and staffed the organization s first call center. Developed strategic initiatives, assembled and effectively trained a staff of more than 20 customer service representatives.

Service Center and Branch Manager (1987 1989)

         Managed branch operations for Round Lake and Deerfield headquarters.

General Studies, Columbia College of Missouri, Gurnee, IL

General Studies, College of Lake County, Grayslake, IL

Professional Development

         CUCE Compliance Certification, CUNA Mutual Group, Madison, WI

Continued

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Education and Professional Development, continued

         Sales Leadership Council Certification, CUNA Mutual Group

         CUNA Lending Council Certification, CUNA Mutual Group

         Leadership and Public Speaking Training, Dale Carnegie, Deerfield, IL

         Manager Certification, Baxter Credit Union, Deerfield, IL

         Manager Certification, Baxter Healthcare, Deerfield, IL

Volunteerism, Leadership and Community Involvement

         St. Anastasia Catholic School Board of Specified Jurisdiction Fundraising Coordinator (2011)

         St. Anastasia Catholic School and Church Finance Committee Member (2006-2010)

         St. Anastasia Catholic School Board Member (2010)

         St. Anastasia Catholic School Family School Association President (2006 2009)

Awards and Recognition

         First Midwest Bank Momentum Award Recipient (August, 2016)

         10 time recipient of the BCU Service Excellence Award (1994 2014)

         6 time recipient of the BCU Thomas Edison Award (1986 1994)

         30 time recipient for strategic project completion and efficiency improvement (1986 current)

         Parent Volunteer of the Year at St. Anastasia Catholic School (2009)

         BCU Volunteer of the Year (2009)

         CUNA Mutual Collateral Protection Advisory Panel (2003 2005)

         DocuSign Business Partner Advisory Panel (2010 2012)

Technical Skills

         Proficient with Microsoft Office, Symitar, Akcelerant, Prime Alliance, CU Student Choice, Docusign, CUNA Mutual Group, SWBC, Application Extender, FIS Insight, Fiserv, Sageworks, Lotus Notes, Document Direct, OnBase, Encompass, Optima, Cisco Unified, LaserPro, CRIF Action and more

Yyyyyy x. yyyyyy

Date

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear__________________:

I am currently seeking a challenging career opportunity in a (INSERT TARGET POSITION NAME HERE) 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 extensive and progressively responsible experience as a manager and executive leader in banking, customer relations, and call center environments as well as in project management and process improvement. I have proven ability to assemble, lead, train and supervise highly-motivated and cross-functional teams in a fast-paced environment, manage a wide range of duties simultaneously and coordinate multi-level directives within financial management and call center roles. I am an astute leader adept in identifying areas for improvement and devising effective responses, in which I have gained great success.

I am an excellent communicator with demonstrated ability to collaborate with staff, management, business partners and others at all organizational levels, including executive-level teams and board members. I mentor and lead teams by example and with integrity to deliver services excellence. I am convinced that my consistent success is rooted within the combined concepts of quality, continuous improvement and effective process enhancements.

As an employee, you will find me to be a driven team player prepared to deliver immediate and long-term results and committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy