Customer Service Insurance

STEPHEN ZEE SMALLEY **** REDBUD LN

SPRINGFIELD, OHIO 45504

Phone: 937-***-**** email: abm355@r.postjobfree.com

BANKING, MORTGAGE BANKING, INSURANCE

Goal and results orientated executive career working with senior management

to improve operations. Highly effective management and leadership

competencies in communication, planning, building high performance teams,

budgeting, and P&L management. Excellent reputation for problem solving and

increasing productivity while maximizing profits in highly competitive

environments.

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Assistant Manager 2007 to 2009 Taylor Bean & Whitaker

. Managed Inbound Call Center for Customer Service in Cincinnati, Ohio

Facility a 400,000 loans.

. Oversaw staff in the Insurance and Tax Departments.

. Implemented new automated Lender Placed Insurance Program.

Assistant Vice President 2004 to 2006 Huntington Mortgage Group

. Managed, Inbound Call Center for Customer Service, Escrow

Administration, Default, File Vault, Loss Drafts (Hazard Insurance

Claims) and Mail Room.

. Managed 7 direct reports for 110,000 loans.

. Converted loan portfolio to a new outsourcer for Lender Placed

Insurance and worked on new VRU system.

National Sales Executive 2003 to 2004 Innovis Data Solutions

. Established relationships with National and Regional P&C Insurance

Companies.

. Collected specific insurance claims related data for a new insurance

database increasing data base from 4 to 12 clients.

Vice President Operations 1999 to 2002 Great American Custom Solutions

. Established new outsourcing/lender placed insurance tracking center

with full P&L responsibilities.

. Directed team in the design, testing and implementation of new Lender

Placed and REO tracking systems and new Web-Based Imaging and

Outsourcing system to track mortgage loans.

. Prepared and presented sales presentations, sales projections and

budgets.

Regional Vice President Operations 1997 to 1999 SAFECO Select Insurance

Services, Inc.

. Established new outsourcing/lender placed insurance tracking with full

P&L responsibilities.

. Hired and trained staff of 90 FTE's for Inbound Call Center for

Customer Service, Outbound Call Group, Document Processing and Imaging

and Payment Processing.

. Managed/Serviced 11 Clients and 1.2 million loans.

. Presented sales presentations for sales group.

Assistant Vice President 1996 to 1997 Charter One Bank

. Managed Hazard Insurance, Hazard Insurance Claims, Tax and Mortgage

Loan File Vault.

. Consolidated two loan file vaults into new centralized file vault.

. Managed vendors for escrow administration.

Certified Financial Advisor/Manager 1995 to 1996 Maranatha Financial Group

. Managed day-to-day sales/operations of Springfield and Centerville

offices.

. Recruited and trained Financial Sales Representatives, Telemarketers

and Financial Advisors.

. Conducted personal new business development and delivered financial

plans.

Vice President 1992 to 1994 BarclayAmerican Mortgage Corporation

. Managed operations for Escrow Administration for 400,000 loans with 4

direct reports and 125 FTE's. Including: Taxes, Insurance, New Loan

Setup, Loss Drafts (Hazard Insurance Claims Files) and Mail.

. Directed the design and implementation of new imaging system for

paperless environment.

Assistant Vice President 1985 to 1992 Kissell Mortgage Company

. Managed Hazard Insurance and Microfilming for 280,000 loans.

. Flowcharted and completed workflow analysis increasing productivity by

25%.

. Managed all Hazard Insurance (Loss Draft Claims) legal files and

represented company in court.

Education

. Bachelor of Science (BS) - Business Administration from Franklin

University.

. Kent State Consumer Lending School, Ohio University School of Banking

and BancOhio Commercial Lending School (Credit Analyst).

. Paralegal Certificate, Certificate "Professional Selling Skills.

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