Manager Customer Service
Resume:
JOHN D. CARNEY
Clifton, VA ***24
*********@*****.***
SENIOR EXECUTIVE PROFILE
Senior Management Career Providing Strategic, Business, Financial &
Operating Leadership
P/L Management/Mergers & Acquisitions/Start-up/Process Improvement/Policy
Development
Productivity/Cost Reductions/Contingency & Disaster Planning
Solutions-driven banking executive with progressively successful management
in the Collections and Operations units within a fast-paced, high volume
and goal oriented organization. Possess the keen ability to think and act
outside-the-box and cut through barriers to optimize productivity, reduce
risk and costs, increase profitability and improve performance with
emphasis placed on minimizing losses. Successful in instilling the vision
to achieve and exceed corporate goals and surpass productivity expectations
while maintaining quality, efficiency and customer service integrity
through total quality management. Impeccable work ethic, character and
integrity.
PROFESSIONAL EXPERIENCE
Navy Federal Credit Union, Vienna, VA
2006-Present
Manager-Consumer Loan Collections/Recovery (Portfolio- $8.5 Billion)
. Assist in overseeing branch functions which include managing a staff
of 150 employees.
. Collect and control losses caused by delinquent loans, accounts
receivable items, repossessions and bankruptcy actions.
. Counsel members regarding financial planning and asset disposal to
forestall default or bankruptcy and to reaffirm debt.
. Negotiate loan settlements and interest rate reductions.
. Analyze potential fraud and forgery cases prior to submitting to
Security for appropriate action.
. Represent Navy Federal in legal hearings and external meetings.
. Endorse recommendation on overdrawn accounts submitted for charge-off;
approve losses.
. Authorize changes to account restrictions and recall accounts
submitted for charge-off.
. Recommend operational improvements by identifying trends and their
affect on the stability of Navy Federal's consumer loan portfolio.
. Assist in budget preparation and perform supervisory administrative
duties to include employee selection, ensure adequate staffing and
equipment, prepare and conduct performance appraisals, recommend
disciplinary actions and counsel employees and oversees employee
training and development.
. Prepare and document Annual Financial Plan for branch.
Selected Achievements
. Direct projects for major collection conversion in order to
improve efficiency of the department, thus reducing
delinquency dollars and charge-off dollars.
. Received Sustained Superior Performance Award for outstanding
achievement within Navy Federal Credit Union, which is the
world's largest credit union.
. Recipient of several superior achievement awards.
. Responsible for full department restructure and
reorganization.
Branch Banking and Trust Co. (formerly First Virginia Bank), Falls Church,
VA 2003-2006
Vice President and Assistant Center Manager-Sales Finance Collections
Division
. Challenged to manage, plan, organize and coordinate activities of the
Corporation's $6 billion dollar indirect lending portfolio to maximize
productivity and collection of those loans and minimize BB&T's
exposure to loss.
. Provided leadership and strategic direction to 12 officers and
supervisors responsible for managing 69 full-time non-exempt
employees. Controlled and managed the Loan Collections division's $4.5
million budget.
. Developed, and monitored internal policies and procedures.
. Served as the division hiring manager.
. Directed the activities of the various teams within the division
through the Officers, Managers and Supervisors. These teams included
Mid-Range, Loss Mitigation, Repossession Assignment and Resolution,
Skip, Fraud and Legal, Predictive Dialer and the Support units.
JOHN D. CARNEY
PAGE 2
Selected Achievements
. Spearheaded the formation of new centralized collection
center with 81 total employees and combined outstanding
dollars of over $6 billion as a result of merger between BB&T
and First Virginia Bank.
. Reduced delinquency and charge-off ratios by over 50%.
. Restructured Collections Unit by establishing a new
repossession assignment area and the pro-active redemption of
units that had been repossessed. Achieved approximately $1.5
million in savings in the first year.
. Conceived and implemented corporation's first formalized
collections certification training program, which resulted in
increased efficiencies and employee retention.
. Established a new incentive structure for employees,
resulting in a significant improvement in employee
performance, retention and, morale.
First Virginia Bank, Falls Church, VA
1999 - 2003
Vice President and Senior Group Collections Manager
. Promoted and assumed full responsibility for Corporation's $4 billion
loan portfolio. This covered all product types to include Commercial
loans, Home Mortgage loans, Direct Retail Lending, Indirect Retail
Lending, Overdraft Checking, Student loans, and the Recovery
Department.
. Provided leadership and direction to 72 employees, including officers,
managers, supervisors and full-time employees.
Selected achievements
. Completed the integration of the banks other two collection
centers into the Northern Virginia Center and reorganized the
new center centralized site.
. Consistently achieved the lowest delinquency and charge-off
ratios among peer group.
. Succeeded in keeping the Center's budget below projections
through reduced costs, productivity gains and improvements in
operational processes.
. Re-organized the Bankruptcy Department to optimize operating
efficiencies.
Assistant Vice President and Recovery Manager
1998-1999
. Recruited to plan, organize, and coordinate activities of the Recovery
Department to maximize collection of charged-off loans through use of
in-house collections, attorneys, collection agencies and sales of
selected accounts in the portfolio.
. Held concurrent responsibility for the Bankruptcy Department and all
related functions to protect the Bank's interest in all bankruptcy
matters on the bank's loan portfolio. Managed four supervisors and 10
non-exempt employees.
. Appointed Team Leader of the Bank's Disaster Recovery Program.
Selected achievements
. Initiated outsourcing the collections of charged off accounts
to collection agencies using the champion, challenger
methodology and sold charged off accounts. These methods
increased the corporation's recoveries by over 25% in the
first year.
. Acted as the legal and court liaison for the bank.
Additional Experience:
Assistant Vice President and Revolving Credit Center Manager
Directed the Collection and Security Areas of the Bank's $200 million Visa
and MasterCard portfolio and was responsible for six officers and 35 non-
exempt employees. Spearheaded the initial set-up and implementation of the
Collection and Security Departments of the Bank's Revolving Credit
operation.
JOHN D. CARNEY
PAGE 3
EDUCATION/SPECIALIZED TRAINING
. Numerous Collection, Security and Management certifications,
accreditations, seminars and conferences
. Requirements and regulations of the Sarbanes-Oxley, the Gramm-Leach-
Biley Act, Basel II, and the USA Patriot Act
. Knowledge of the Fair Debt Collection Practices Act, Fair Credit
Compliance Act, Privacy Rules, etc.
ASSOCIATIONS & AFFILIATIONS
. Advisory Board member of the Duke University Brain Tumor Center and the
Duke Children's Hospital
. Member of the Consumer Banker's Association
. Member of the International Association of Financial Crimes
Investigators
. Member of the Securities and Financial Institutions Association
. Executive Committee President and Board member of the Fairfax County
(Virginia) Softball Council, which is the largest in the United States
with 10,000 participants.
. Member of the Arlington County Chamber of Commerce
. Member of the Centreville United Methodist Church Finance Committee
. Former member of the Arlington County Police Department Auxiliary
Division (15 years).
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