RESUME FOR JAMES T. LAWS

CONTACT INFORMATION

#* **** *****

Saint Joseph, Missouri 64507

816-***-**** (cell)

816-***-**** (home)

abnupa@r.postjobfree.com

SUMMARY STATEMENT

Financial and Operations Executive with more than 20 years of operating responsibility for multi-

billion dollar portfolios of consumer line and loan products. Results-focused and common sense

leader with proven ability to turn around troubled departments and set in motion policies and

practices to achieve long-term excellence. Talent for proactively identifying and resolving

problems – controlling costs, improving technology, installing disciplined process measurements,

and developing strong management teams while improving staff morale. Strengths in:

Collections Analytics and Strategies Due Diligence for Companies and

Portfolios

Vendor Management

Building and Communicating a

Identifying Financial Opportunities

Compelling Vision

Managing Multiple Risks and

Leading and Collaborating in any

establishing appropriate controls

Cultural Environment

Creating and Maintaining an

Deep Knowledge of Multiple

Environment of Trust

Servicing Platforms

Financial Planning and Reporting

EDUCATION

MBA – Finance, University of Missouri-Columbia, 12/84

B.S. -- Education, Secondary Music, University of Missouri-Columbia, 5/83

EXPERIENCE

SYSTEMS AND SERVICES TECHNOLOGIES (Subsidiary of JPMorgan Chase, acquired by

NCO Group 1/08) (9/05 – Present)

Vice President – Credit Card Servicing Director, Saint Joseph, Missouri (9/05 – Present)

Responsible for all phases of Bankcard servicing for an investor-owned $500MM portfolio

including client relationships, vendor/risk management, and customer interfaces.

CHASE CARD SERVICES (4/01 – 9/05)

Vice President – Litigation and Arbitration, San Antonio, Texas (8/04 – 9/05)

Responsible for Litigation activities on Heritage Chase portfolio and Arbitration activities on

Heritage Bank One portfolio through in-house collections and performance management of

over 50 external attorney offices. Total recoveries for 2005 exceeded $160MM.

Site Director – Collections, Tempe, Arizona (4/01-4/02); San Antonio, Texas (4/02 – 8/04)

Responsible for all inbound and outbound collections call center activities in the site with

total FTE of over 600 including two VPs and 45 exempts. Led start-up of new call center

after major portfolio acquisition.

NATIONWIDE CREDIT, INC. (10/99 – 4/01)

Vice President – Outsourcing, Phoenix Arizona

P&L responsibilities for pre-charge off accounts division of top five collection agency.

Managed call centers in Phoenix, Fresno, and Houston with total FTE of over 500.

AMERICAN GENERAL FINANCE (8/96 – 10/99)

Director of Operations – Retail Credit, Evansville, Indiana

Responsible for underwriting and servicing of national Private Label portfolio as well as

recovery and mortgage servicing activities for branch operations. Managed three sites in

Evansville, St. Louis, and Salt Lake City with 375 FTE.

CITICORP MORTGAGE (8/93 – 8/96)

Director of Collections – National Credit and Mortgage Services, St. Louis, Missouri

Responsible for collection and recovery of $45 billion portfolio of Mortgage, Consumer

Credit products, and Automobile/Mobile Home products with 300 FTE. Mortgages

originated under all major federal programs (Fannie, Freddie, HUD, VA, FHA) as well as

REMIC securitizations.

CITIBANK MASTERCARD/VISA (2/85 – 8/93)

Controller/Cardmember Service Center Manager/Collection Agency Manager, Kansas City,

Missouri (10/88 – 8/93)

Responsible for financial reporting, budgeting, capacity planning, and performance

measurement. Had direct responsibility for facilities and telecommunications for regional

site. Managed 200+ FTE in outbound collections call center. Led start-up of Resolution

Services, Inc., a Citibank-owned third-party agency.

Chief of Staff, New York, New York (4/87 – 10/88)

Coordinated all administrative activities for Director of Credit and Collections.

Responsibilities included monthly presentation preparation for senior management.

Coordinated budgeting, financial reporting, loss forecasting, capacity planning, performance

reporting and financial analysis.

Analyst/Unit Manager/Agency Operations Manager, San Mateo, California (2/85 – 4/87)

Supported Regional Director by developing and refining loss and recovery forecasts, capacity

plans, and coordinating administrative activities for 2 regional sites. Bucket 3 Unit Manager

with 30 FTE. Managed Collection Agency relationships for West Coast.

UNIVERSITY OF MISSOURI (8/82 – 12/84)

Graduate Instructor, Finance Department, Columbia, Missouri

Taught Personal Finance classes to 65 - 90 undergraduate students per semester.

SELECTED PROJECTS AND RESULTS

Led redesign of web site, IVR and call center infrastructure to better serve customers more

efficiently. (2009)

Renegotiated complex, multi-level servicing contract with TSYS, leading to annual expense

saves of over $2MM and increased service levels. (2008)

Received highest employee satisfaction scores in business and continue to lead leadership

seminars for new managers and supervisors. (2007, 2006, 2003, 2004, 1991, & 1990)

Speaker and panel member at Asset Backed Securities Conference presenting solutions to

credit card servicing and performance issues. (Las Vegas, 2007)

Increased Arbitration recoveries 15% ($500M/month) within 3 months through hands-on

management of attorney vendors. (2005)

Led start-up of San Antonio collection site. Performance was equal to network average

within 4 months and best-in-network from 1/03 – 8/04. (2002)

Senior Champion for Expense Control Leadership Strategy Team. 2003 saves include

$2MM+ annual savings in skip tool usage and $2.0MM in back-end productivity initiatives.

(2002)

Led revamping of IT infrastructure to better serve needs of clients and increase profitability.

Resulting performance salvaged a $700M per month client relationship. (2000)

Established process for sale of branch-related bad debt accounts ultimately selling over $1

billion in charged off debt. (1999)

Served as a member of Mortgage Bankers Association task force to simplify processes for

servicing government loans. Recommendations were accepted by HUD. (1996)

Served on Citibank Business Risk Review team to audit businesses in England, Belgium, and

Germany. (1995)

Consolidated Consumer Products collections from 8 sites around the country to St. Louis.

First year savings were $4 million in operating expense and over 100 FTE while reducing

delinquency 27%. (1993)

Led start-up of Citibank-owned third party collection agency. Start-up included installation

of all technology, hiring and training staff, and implementation of inter-subsidiary financial

conduits. (1992)

Veteran U.S. Navy. Received Navy Expeditionary Medal for service in Persian Gulf. (1980)

AWARDS

Chase “Silver Star” Awards for excellence in service to colleagues and customers. (2003)

American General “Best Operator” Award for superior financial performance. (1999)

Designated “Credit and Collections Expert” status for demonstrated knowledge and skill in

portfolio and operations management. (Citicorp - 1995)

Citibank “Director’s Award” for contributions to loss and expense reductions. (1987)

Department of Finance “Outstanding Graduate Teaching Assistant” Award. (1984)

Named to “Who’s Who in American Colleges and Universities” (1984)

COMMUNITY ACTIVITIES

Board Member “Pony Express Swim Team,” USA Competitive Swim League

SST Representative to Chamber of Commerce, St. Joseph, Missouri

Member of St. Joseph Eastside Rotary Club and Meals on Wheels Coordinator

Finance Officer and Captain, Civil Air Patrol, Pony Express Squadron

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