Customer Service Quality Assurance

Jacob J. Long

**** *. ***** **. **** **, Denver, CO 80231

**********@*****.*** . 720-***-****

Executive Management Professional with 11+ years of loan servicing, lending

and portfolio management, executive leadership experience in a high volume,

production orientated, national environment.

Production . Efficiency . Strategic Planning . Effective Management

January, 2009 to Present: PBC, VP Business Development

Description: Ensure profitability of company and develop business

relationships nationwide for receivables management services and collection

/ accounting software.

Responsibilities include:

. Evaluate, recommend and implement portfolio management strategies based

on current market conditions, performance history and portfolio

content.

. Prospecting, cultivating and maintaining client relationships through

the utilization of effective negotiations and communication with C-

level executives

. Create and review reports to evaluate performance trending.

. Lead Presentations to current and prospective clients

. Minimize company loses through strategic planning and risk scoring.

. Forecast portfolio and sales objectives

. Negotiation of rates, volume and portfolio content with potential and

current clients.

. Create, submit and review monthly reports with EVP and President.

Accomplishments: Portfolios have seen immediate and sustained improvements

at a rate exceeding expectations and target projections. Consistently

exceeded monthly and annual goals.

April, 2006 to January, 2009: America One Finance, Branch Director

Description: Manage operations for Denver branch location.

Responsibilities Included:

. Responsible for the administration and supervision of branch lending

operations.

. Supervise Loan Manager and Loan Officers

. Ensure long and short term profitability by overseeing Originating and

Processing of Loans, Customer Service, Hiring, Training New & Existing

Employees, Data Entry, Making recommendations for loan approvals,

Setting branch goals and Levels of Compensation, Conducting performance

evaluations and monitoring policy and procedures adherence.

. Submitted and reviewed monthly reports to CEO and Regional Branch

Manager.

. Monitored State and Federal compliance through auditing and updates

Accomplishments: Exceeded all target goals including credit scores matrix,

quality assurance and volume. Steady, consistent increase in branch

revenue.

September, 2001 to April, 2006: Centrix Financial, Collections Director

Description: Manage operations for Auto Finance Company

Responsibilities Included:

. Responsible for the administration and supervision of company

collection operations.

. Supervise 18 Supervisors with teams of 12-40 associates, providing the

loan servicing for a growing portfolio of over four billion dollars.

. Departments included: 7-120 Days Past Due Collections, Loss Prevention,

Customer Service, Skip Tracing, Bankruptcy, Training, Quality Assurance

and Insurance.

. Conducted performance evaluations, internal and external interviews,

continuation training

. Set departmental goals, evaluated statistical data for all

departments, conduct due diligence

. Worked directly with the CEO, CFO, VP, EVP of LMG, IT, Regional Sales

Directors and others to help recognize, resolve and influence multiple

company issues.

. Managed two dialer system conversions and one collection software

conversion.

. Wrote and implemented improved policy and procedure for entire

department.

. Created, submitted and reviewed monthly reports to EVP of LMG.

. Monitored compliance to FDCPA, SSCRA through phone monitoring and

account auditing

Accomplishments: Reduced and maintained delinquency through process

improvements and risk analysis as well as reducing deferments. Promoted to

First Payment Default Specialist to Team Lead then to Department Supervisor

within 6 months of employment. Received Manager of the quarter award.

Earned diploma from the comprehensive courses offered through the Centrix

University created by the CEO Robert Sutton.

January, 1999 to September, 2001: Arcadia Financial, Collector

Description: Collect on delinquent auto loan accounts.

Responsibilities Included:

. Responsible for prevention of loss of revenue on auto loans 3-59 days

past due.

. Utilizing collection measures when deemed necessary in accordance with

company guidelines and policies.

. Providing a high quality of customer service.

. Maintaining numeric values at company standards.

. Review accounts for possible deferment, amendment, repossession.

. Document all calls thoroughly.

. Handling complaint calls.

Accomplishments: Consistently exceeded all production standards. Every

month I ranked in the top three for dollars collected per hour and total

dollars collected on a floor of over 100 collectors.

References:

America One Finance: Michelle Fernandez: Regional Director: 720-***-****

Centrix Financial: Todd Klem: VP: 303-***-****

Arcadia Financial: Kim Codori: Supervisor: 303-***-****

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