Customer Service Project

Vicky L. Campbell

acc5ty@r.postjobfree.com

H: 740-***-****

Ostrander, Ohio 43061 C: 614-***-****

FINANCIAL SERVICES / BANKING PROFESSIONAL

Commercial Loans Consumer Loans Mortgage Loans Credit/Risk

Client Relationship Process Improvement

. Results-driven leader offering more than 15 years of progressive

experience in credit underwriting and operational process areas while

analyzing process improvements to maximize efficiency, cut costs, and

enhance financial performance.

. Fraud prevention analyzing customer deposit history to inhibit activity

resulting in departmental and company financial encumbrance.

. Set high standards for quality of mortgage loan underwriting resulting in

fourteen months error free loans while increasing daily and monthly loan

productivity.

Core professional

strengths:

Quality Standards Risk Assessment Leadership

Project Owner Client Focused Training/Development

Collateral Valuations Troubleshooting Team Building

PERFORMANCE OVERVIEW

Mortgage Loan Underwriting

2011-2013

. Increased productivity numbers from April 2013 of 61 decisions for an

average of 2.9 per day to June 2013 to 90 decisions for an average of 5.6

per day for conventional loans.

. Progressed to additional lending authority for Conventional Refinance and

Purchase loan lending authority in March 2013 with a lending authority

amount of $417,000 per loan.

. Advanced Harp loan volume within first 2 months from an average of 5

decisions per day to 7.7

Quality Standards

. Accomplished 42 error free loan decisions that were reviewed by the Loan

Quality Review team.

. Increased my lending authority from $417,000.00 per loan to $750,000.00

after two months of underwriting in recognition for error free loans.

CAREER PROFILE

JPMorgan Chase

Risk Analyst 1/Deposit Review

2010-2011

. Progressed to analyzing an average of 100 new account deposits daily for

any possible fraud activity

. Selected for a special project reviewing branch deposits as they were

processing to stop losses of 1.2 million dollars per month.

Vicky L. Campbell

Page 2

CAREER PROFILE (continued)

BMW Financial Services

1993-2009

Recognized for outstanding performance, steadily progressed within this

leading provider of auto leasing, retail, and wholesale financing services

to attain senior-level positions for performing financial research, credit

analysis, document review, and customer service functions.

Appointed by the BMW Executive Committee to attend an International

Management Training Program in Birmingham, England for future international

assignments.

Escalations Agent (2008 to 2009)

. Administered responses to or reassigned to the company executives

customer complaint letters.

. Responded to over 1,700 customer complaint letters in a 10 month

timeframe.

Title Services Team leader (2007 to 2008)

. Supervised 12 title department employees with responsibilities of

releasing titles to customers and handling department title delinquency.

. Project Owner for reducing title delinquency that was at 10% at time of

the responsibility assignment and was reduced to 7.6% at the end of the

project.

Customer Service Team Leader (2000 to 2007)

. Supervised 17 Customer Service Team personnel in handling 8,200 calls per

month and personally resolved a daily average of 10-15 escalated customer

calls per day.

. Selected to serve as Project Developer and Owner on key business

improvement initiatives; lowered call abandonment rate from 5% to 3.5%,

and cut per call cost from $9 to $7.95, redesigned customer invoicing for

increased clarity and efficiency, and boosted employee morale by reducing

daily call goals.

Credit Team Leader (1995 to 2000)

. Concurrent with directing Eastern US credit analysis operations and

staff, maintained a consumer and lease auto accounts portfolio worth

$10M.

. Performed business development functions, created new staff training

manual and materials, and pioneered process improvements.

EDUCATION

Business Administration Major, Attended Franklin University, Columbus,

Ohio, ST

CREDENTIALS

American Institute of Banking

Commercial and Consumer Loan Credit Underwriting General Finance

Accounting Certification

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