Customer Service Manager

B randon Smith

**** ********* ** ***

Bowie, M D 20720 US

Mobile: 240-***-****

Day Phone: 301-***-****

Email: *********@*****.***

Availability

Job Type: Permanent, Term

Work Schedule: F ull-Time

Desired locations

United States - PA - Philadelphia

United States - DC

U nited States - MD

U nited States - VA - North

Work Experience

National Credit Union Administration

1775 Duke Street

Alexand ria, VA United States

06/2012 – P resent

Hou rs per week: 40

Series: 0580 Pay Plan: CU Grade: 15

D i rector of Consumer Affairs, Office of Consumer P rotection (This is a

federal job)

• P rovided leadership and direction to staff responsible for monitoring, evaluating

and maintaining NCUA’s consumer relationship management system, which entails

operating the Office of Consumer Protections consumer assistance call center,

responding to federal credit union member complaints, assisting the Office of Public

and Congressional Affairs and the NCUA Ombudsman Office in order to respond to

Congressional or White House inqui ries, and maintain the NCUA’s consumer

website.

• Served as a key advisor to the Office of Consumer Protection Director on

matters involving division responsibilities and exercise independent

j udgment resulting in effective and efficient leadership of the Division of

Consumer Affairs while t racking NCUA credit union member’s inquiries,

complaints, and disputes to determine patterns and systemic issues.

.

• U t i lized my subject matter expertise and knowledge in regards to structure

and policies of call center operations and consumer protection laws and

regulations for the general public and special interest groups such as

Servicemebers, Older Americans, Students and low-moderate income credit

u nion members in order to oversee the processing and t imely resolution of

federal credit union member complaints and Congressional inqui ries

i nvolving consumer protection laws and consumer compliance regulations.

• Worked in a support and directive capacity to focus on student loans (both

Federal and non-Federal), as well as other consumer financial products and

services targeted to the college student populations and mili tary community

such as checking accounts and credit cards that are offered to international

s tudents and domestic students by federal credit unions.

• Supervised activities with regional ombudsmen, ombudsman specialists and

analysts responsible for the management and development of outreach

p rograms, problems and inquiries from senior officials at federally chartered

c redit unions and federally insured Credit Union’s, credit union t rade

associations, the public, and other federal and state government regulators.

• I nvestigated, review and resolves complex or sensitive inquiries and

complaints relating to NCUA regulatory activities with significant potential

i mpact embracing all areas of emerging community development and

economic inclusion strategies. Develop alternative and solutions for the

Ombudsman Director.

• Resolved disputes and complaints that could not immediately be resolved

requiring follow-up, usually by an ombudsman specialist or personnel in

another NCUA Division or Office.

• Advised on corporate reporting, including OO responsibili ty for NCUA

C ritical Success Measures, as well as monitor staff interaction involving OO

activities to ensure program compliance and progress towards stated goals

and objectives.

• Served as a technical advisor for the OO, determined staff resources and

budget requirements. Assisted with the development of long-range plans for

accomplishing OO objectives and determined priorities and milestones.

• Supervised, directed and prepared strategic plans establishing short and

long-term objectives for staff to include motivating staff, encouraging

teamwork, t raining subordinates, establishing performance goals, while

effecting disciplinary actions when necessary and ini tiate personnel actions.

• Communicated effectively between different offices, senior management and

s takeholders while serving as the agency's expert on consumer protection

laws, regulations and policies, as they relate to credit union members in order

to facilitate the development of strategic plans and program policies and

guidance for NCUA’s community development program.

• Established and maintained liaison relationships with relevant external

parties and represent the agency with members of the credit union

community, t rade associations and other entities involving the agencies

consumer relationship program in order to head special projects and task

forces that conduct studies and make recommendations associated with

economic inclusion and community development initiatives, while primarily

u tilizing the Community Reinvestment Act (CRA) to establish the framework

for such initiatives.

• U tilize k nowledge of federal, state and local community development and

economic inclusion programs and strategies in order to contribute to the

development and expansion of wri t ten and public education and marketing

materials explaining complex programs, concepts, information, financial

services and products, and practices offered by credit unions.

• Supervised the division staff. Supervision activities include determining

needed resources (financial and human), planning the division’s activities

and workflow, setting goals and objectives, preparing work schedules,

assigning work, providing advice and counsel, identifying educational needs

and providing related t raining, interviewing potential employees and

performing all personnel functions.

Consumer F inancial P rotection Bu reau

Washington, DC United States

07/2011 - 06/2012

Hou rs per week: 40

Series: 0301 Pay Plan: CN Grade: 05

This a time-limited appointment or tempora ry promotion

Office of Servicemember Affai rs Lead I nvestigator (Consumer Response

I nvestigator) (This is a federal job)

Supervisor: Hollister Petraeus 202-***-****)

Okay to contact this Supervisor: Yes

• Researched, analyzed and evaluated consumer financial issues from the mili tary

community. Coordinated with CFPB divisions in order to apply federal consumer

f inancial protection laws such as Tru th in Lending Act, Electronic Fund Transfer

Act and Homeowners Protection Act of 1998 in addition to applying laws specific to

t he mili tary and veteran communities such as the Mili tary Lending Act, M ili tary

Personnel Financial Services Protection Act, and Servicemember Civil Relief Act to

analyze and respond to complex consumer complaints.

• As liaison for the analysis of data in the quality assurance program at the

Consumer Financial Protection Bureau, I oversaw the compilation, analysis, and

d issemination of annual data analysis reports. I made quanti tative

recommendations to provide aggregated data by peer groups, which enhanced the

ability of the department to distinguish performance by groups.

• Resolved complex and involved inqui ries referred from the Response Center or

f rom the Department of Education to the Office of Servicemember Affairs in regards

to student loans as well as politically charged complaints from Senators, White

House or other elected officials. I applied an understanding of federal consumer

f inancial protection laws to analyze and respond to consumer complaints regarding

banking laws and regulations as well as student loans, products and services.

• Developed standards for regulations that implemented legislation that responded

to a changing marketplace, put useful and effective disclosures in place, and created

s tandard operating procedures that prohibited unfair and deceptive acts behaviors

and practices towards consumers and members of the mili tary community including

active duty personnel, military veterans, and retired military personnel who may

have qualified as Older Americans.

• As a lead investigator I t rained staff in operations, quality control, data collection,

and survey regulations. I reviewed field production statistics and monthly reports.

• I n order to consistently perform good Program analysis I conducted program

analysis simultaneously while focusing on policy development. I analyzed current

c redit and financial data of mili tary loan applicants to evaluate the lending r isk and

p repared reports respectively in order to promote development of proposed

regulations.

• Established liaison relationships with other regulatory agencies and members of

t he banking community while representing the Office of Servicemember Affairs

a long with the CFPB in meetings with t rade associations and other organizations to

exchange various viewpoints on key matters affecting the Consumer Financial

P rotection Bureau's consumer protection programs.

• Additionally, I improved the efficiency and populari ty of the organization by using

c reative approaches to data management, which led to increased use of the Office of

Servicemember Affairs.

• P rovided guidance to staff on complex issues related to the supervision of financial

i nstitutions with assets of 10 billion or more to include issues of consumer

compliance, enforcement actions and examination-based fair lending referrals to the

Department of Justice Judge Advocate General to deal with issues concerning

regulations such as Servicemember Civil Relief Act.

• As the lead investigator for the Office of Servicemember Affairs I presented or co-

presented at numerous internal quality assurance and military focused workshops,

t rainings and conferences were I presented materials I designed and developed. The

p resentations were clear, concise, and well received, as indicated by the workshop

participants, and conference evaluations.

• Responded, reviewed and managed responses to consumer complaints about

f inancial practices and issues, which includes responses to complex inquiries and

communications from consumers and/or other agencies about the financial products

and services such as credit cards, mortgages, other loans, debt collection, and credit

reporting.

Montgomery County Executive Isiah Leggett

Silver Spring, M D United States

02/2010 - 07/2011

Hou rs per week: 10

Logistics Manager

Supervisor: N/A 240-***-****)

Okay to contact this Supervisor: Contact me fi rst

• Developed, administered, and managed goals and objectives for the

S trategic Management Program (SMP); recommend and deliver policies and

p rocedures.

• T rained, monitored, evaluated, and managed the efficiency and

effectiveness of service delivery method and procedure; recommended within

commit tee policy, appropriate service and staffing level requirements and

recommended new policies as appropriate to change processes.

• Developed, implemented, managed inventory and store logistics procedures.

• T rained team members how to manage the analysis of inventory cycles; determines

i nventory requirements; adjusts material f low to meet committee needs.

• Managed work activities and projects; reviewed and evaluated work products,

methods and procedures; met with staff to identify and t rain team members to

resolve problems.

• Worked closely with operational counterparts; created t raining materials to

manage outside subject matter experts to develop effective logistics solutions and

p roper workflow processes and procedures.

• Managed and t rained assigned staff; assisted in the selection, t raining, motivation,

evaluation and performance management of personnel.

M ontgomery County Government (MC311 Consumer Contact Center

T reasury D ivision)

Rockville, M D United States

02/2010 - 07/2011

Hou rs per week: 40

Customer Relationship Manager

Supervisor: Candice Courtney 240-***-****)

Okay to contact this Supervisor: Contact me fi rst

• As a senior manager I delivered information in board meetings, public

appearances, and discussions among senior level executives.

• Lead the contact center in consumer relationship management at the Montgomery

County Government 311 contact center in order to facilitate t raining and SOP

objectives and provided contact center management skills in order to encourage the

adherence of such objectives.

• Coordinated with the contact center Director to establish and enhance priorities,

objectives, and policies.

• I was effective in designing an "insti tutional report card" which provided each

P rogram institution the ability to more meaningfully conduct quantitative self-

assessment of their own insti tutional data, to peer group, program-wide, and t rends

f rom year to year.

• I managed the design of standardized reporting formats that substantially

i mproved the collection and quality of quantifiable data, in the oversight of analysis

for the Experimental Sites Program data.

• I conducted several major exploratory analytical studies that were complex and

d ifficult in nature, with no known established criteria.

• M y effective communication skills were necessary to secure the necessary

coordination of all information resources. Data for these studies were examined for

accuracy, validity and applicability to the studies.

B ank of America

Philadelphia, PA United States

08/2007 - 03/2009

Hou rs per week: 40

Assistant Manager/Personal Banker

Supervisor: N/A (1-888-***-****)

Okay to contact this Supervisor: Contact me fi rst

• Managed the application of consumer protection laws such as: In terstate

L and Sales Full Disclosure Act, Homeowners Equity Protection Act, (SAFE)

for Mortgage Licensing Act; Electronic Fund Transfer, Truth in Lending Act;

T ruth in savings Act.

• I analyzed current credit and financial data of loan applicants to evaluate the

lending r isk and prepared reports respectively. To further enhance my value as a

p rogram manager, I became proficient in the use of various statistical analysis and

g raphics packages, which included the Statistical Analysis System (SAS) and the

S tatistical Package for the Social Sciences (SPSS). A working knowledge of either

one of these software applications was critical to the development of i terative

analytical projects, which went beyond descriptive statistics to include projection

models of potential impact of changes of the loan approval process.

• Part icipated actively in the investigation process related to consumer complaints

w ithin the banking center; and t rained subordinate bankers on how to properly

evaluate cases and apply consumer protections laws to make a fair decisions on

p roviding relief to such cases.

• Applied legal and regulatory policies required by law to prevent unfair and

deceptive banking practices. This enabled the banking center to abide by consumer

p rotections laws regulated by local, state and federal agencies and adhere to

regulatory compliance laws and regulations.

• Managed the sales of financial products and services (i.e. Credit Cards, CD's

I RA's, Loans) to both consumer and small business customers and provided on the

job t raining to others on how to do the same.

• Worked closely with operational counterparts; create t raining material to manage

outside subject matter experts to develop effective solutions and proper workflow

p rocesses and procedures.

• Managed and monitored performance of customer service representatives using

qualitative and quanti tative measures and assured all inqui ries were answered

accurately and in a prompt manner.

• Met sales and customer goals by proactively meeting and greeting customers

quickly to identify needs as they enter the banking center, created t raining material

to provide direction on how to meet these goals on a regular basis.

• A t tended, participated, and managed professional group t raining meetings to stay

abreast of new t rends.

• Assured operational efficiency by anticipating staffing needs and potential

p roblems in advance and make shift changes to accommodate. Conducted analysis

of banking center volume and service t rends

• Managed and t rained team members how to manage and approve the opening of

deposit and credit accounts utilizing and ensuring adherence to such laws as: Tru th

i n Saving Act, Equal Credit Opportunity Act, Fair Credit Billing Act and Fair Credit

Reporting Act.

• Managed the acceptance, completing and processing of loan applications utilizing

and ensuring adherence and compliance to such laws as Home Mortgage Disclosure

Act, Homeowners Equity Protection Act, Real Estate Settlement Procedures Act and

t he Truth in Lending Act.

• Managed and maintained operational records and prepared various administrative

and production reports.

Commerce Bank

Philadelphia, PA United States

01/2003 - 06/2007

Hou rs per week: 40

Customer Service Specialist/Consumer Lender

Supervisor: N/A (1-800-***-****)

Okay to contact this Supervisor: Contact me fi rst

• A nalyzed current credit and financial data of loan applicants to evaluate the

lending r isk and prepared reports respectively.

• Adhered to federal protection laws (such as Truth in Lending Act, Electronic Fund

T ransfer Act, and Homeowners Protection Act) while managing and/or recommend

approval of real estate or commercial loans

• I n conjunction with the Regional t raining manager I monitored t raining cost to

ensure the organization did not exceed t raining cost.

• M y primary goal was improve operations, streamline work processes, and work

cooperatively and jointly to provide quality seamless customer service.

• Worked closely with operational counterparts; committed to collecting facts in

order to create t raining material to manage outside subject matter experts to

develop effective solutions and proper workflow processes and procedures.

• Oversaw orientation and t raining of new employees and provided ongoing t raining

to staff on new or revised operating procedures.

• Managed mortgage loan advising and answered all questions posed by the

borrowers. Counseled account holders and team members on loan information and

account managing techniques.

• Acquainted with all type of loan products and was able to advise clients and team

members on loans that best match the interest of the customer and financial status.

• Developed and implemented policies and procedures to determine the proper way

to apply financial consumer laws such as, but not limi ted to: AMP Transaction Act,

Fair Credit Billing Act, Fair Credit Reporting Act, and Home Owners Protection

Act.

• Developed and taught customer service/soft skills, Customer Relationship

M anagement, understanding of banking departments and the bank customer

service environment, knowledge of the standard operating procedures, policies,and

t he compliance to federal regulations/laws assured fair banking practices.

• Managed client’s accounts and helped clients remain in possession of their homes

and get them back on t rack with their loan payment plan, or assisted team members

on how to identify these factors, and create a successful plan that best worked for

t he banks clients.

• A nalyzed data from customer service operations and performance of customer

service representatives and developed appropriate responses and programs to

achieve employee development objectives and customer service performance

objectives.

Education

Thomas Edison State College Trenton, NJ United States

B.S.B.A, Financial Institu tion Management

03/2014

Temple University Philadelphia, PA United States

08/2001-05/2007

Major: Legal Studies

H igh Point H igh School

Beltsville, Maryland 20705

H igh School Diploma 5/2001

Language Skills

Language Spoken W ritten R ead

English A dvanced Advanced Advanced

P rofessional References

• Holly Petraeus, Assistant Director, CFPB Office of Servicemember Affairs

202-***-****

• David Dubois, Deputy Director, CFPB Office of Servicemember Affairs 202-

435-7568

• Pamela McClelland Financial Education Specialist, Office of Servicemember

A ffairs 703-***-****

Executive Core Qualifications

Leading Change - As liaison for the analysis of data in the Quality

Assurance Program, I oversaw the compilation, analysis, and dissemination

of annual data analysis reports. I made quantitative recommendations to

p rovide aggregated data by peer groups, which enhanced the ability of the

B ranch to distinguish performance by groups. I was effective in designing an

" institutional report card" which provided each Program institution the

ability to more meaningfully conduct quantitative self-assessment of their

own institutional data, to peer group, program-wide, and t rends from year to

year. Additionally, I managed the design of standardized reporting formats

t hat substantially improved the collection and quality of quantifiable data, in

t he oversight of analysis for the Experimental Sites Program data. I

conducted several major exploratory analytical studies that were complex and

d ifficult in nature, with no known established criteria. Effective

communication was necessary to secure the necessary coordination of all

i nformation resources. Data for these studies were examined for accuracy,

validity and applicability to the studies. I conducted comparison analysis of

various default rates for the Institutional databases, comparing default rate

f luctuation between fiscal years. Working closely with contractors, I made the

recommendation that data collection procedures be documented. This

p rovided the Department with the knowledge of the procedures and processes

used by the contractor in data collection efforts.

L eading People - As a Bank Assistant Manager, Logistics Manager,

Customer Relationship Manager and currently as a Federal Director at

N CUA, I monitored staff and operations for large regional and national

surveys and identified factors, which impacted staff and designed system

supports. In previous and current management roles I t rained staff in

operations, quality control, data collection, and survey regulations. I reviewed

f ield production statistics and monthly reports. Additionally, I improved the

efficiency and populari ty of the organization by using creative approaches to

management, which led to increased use of the facility. Fur thermore, I

developed t raining materials, conducted staff t raining of new staff and

supervised staff and operations for mail outs, data collection, and receipt

control for large regional surveys. Finally, I am skilled in establishing rapport

w ith individuals using verbal communication to persuade individuals in the

d irection of organizational goals. I became a vital member of several research

teams because of my ability to adapt my skills to diversified tasks, and to

t rouble-shoot and find immediate solutions to various problems.

R esults D r iven - I have applied in the conduct of various analyses and

t he concept of multivariate analysis. I have interfaced statistical applications

w ith Access, Excel and graphic spreadsheet applications. Data for these

s tudies were examined for accuracy, validity and applicability to the studies

by conducting frequency counts, investigating outliers, aggregating variables

and merging database files. I have the viewpoint that analysis and policy are

conducted simultaneously. I t has always been my goal, prior to and after

coming to the federal government, to acquire as much technical and computer

k nowledge as possible. For this is the only way I feel one can consistently

perform good Program analysis. I analyzed current credit and financial data

of loan applicants to evaluate the lending r isk and prepared reports

respectively. To further enhance my value as a program manager, I became

p roficient in the use of various statistical analysis and graphics packages,

w hich included the Statistical Analysis System (SAS) and the Statistical

Package for the Social Sciences (SPSS). A working knowledge of either one of

t hese software applications was critical to the development of i terative

analytical projects, which went beyond descriptive statistics to include

p rojection models of potential impact of changes to particular regulations.

A dditionally, I am knowledgeable of multivariate analysis techniques such as

regression.

Business Acumen - I p resented or co-presented at numerous regional

Quali ty Assurance workshops, t rainings and conferences were I presented

materials I designed and developed. The presentations were clear, concise,

and well received, as indicated by workshop, and conference evaluations. As a

p rogram manager, my abili ty to adapt my skills to diversified task, t rouble-

shoot and find immediate solutions to various problems was essential, when

t here was difficulty encountered in conducting various t raining exercises for

major data collection efforts. Language barriers and survey participant fears

of outsiders are a few barriers that I addressed to achieve success in the data

collection efforts. While working in the County government, private sector

and currently in the federal government I have had plenty of experience

developing, implementing, managing and evaluating correspondence control.

I n many instances I have had access to very sensitive information through

w ri t ten or verbal communication. One of the most important factors working

i n a banking and or financial institution is to keep all information private. I

have worked in the Montgomery County Executive offices where a lot of

i nformation is kept very confidential. While handling information at the

E xecutive offices I was enabled to analyze/evaluate and reciprocate

i nformation at meetings and presentations. I have had many opportunities

and experiences to deliver information in board meetings, public

appearances, and discussions among senior level executives. Communication

t hrough wri t ten and verbal skills, have been extensive in my experience in

p ublic and private sectors. I have promoted new programs, ideas and goals

amongst a vast number of coworkers and senior level executives. I have

worked hard to implement many new policies and new SOP procedures that

have encouraged great success among programs and task. While working in

t he private sector one of the main focuses was to follow a very r igorous SOP

policy and to maintain a contact database for all customers that were under

our direction. Fu rthermore, being an employee who was responsible for the

i mplementation of the above duties, I was responsible for t raining others on

how to perfect these skills.

B uilding Coalitions - Communication is one of the biggest factors in

regards to the facilitation of cooperation across organizations. Being a

p revious employee of the private sector, and a current employee of the federal

government, I developed many ways to facili tate cooperation among

organizations. When communicating, i t is very important to listen; this is one

of the main factors of encouraging cooperation among others. L istening

enables one to hear others thus enabling the link of communication and

cooperation. I t is very important to use such skills to enable the

i mplementation of advanced projects and goals. I have always been very good

a t communication, whether i t was through oral or wri t ten communication.

Working in the government and private sectors, I have had to communicate

memorandums, take on the task of implementing procedural manuals, as well

as hearing synopsis. On countless occasions, I had to perform activity reports.

Activity reports were a major part of the private sector; this was very

i mportant to our organizational success. Understanding multiple, highly

complex and multi-faceted issues comes naturally to me. I have had the

p leasure working on many diverse and important tasks, in the past and the

p resent time. Previously while working for the Montgomery County

Government I implemented and perfected the new 311 information system

( Montgomery County Government consumer center), this has been one of my

major accomplishments. I have vast knowledge of customer relationship

management software (CRM software), investigative process and the

management skills to oversee the Office of Consumer Protection unit at the

N CUA.

Contact this candidate