Risk Operations Management

Catherine H. Pickhover

**** ********* ***** ********* ***, CA 94505 H: 925-***-**** C:

925-***-**** ************@***.***

Financial Services Leadership

VENDOR MANAGEMENT COST REDUCTION COLLECTIONS STRATEGY AND MANAGEMENT

Business process development and management leader with extensive

experience in managing complex cost reduction initiatives, handling

delinquent portfolios, and administering the integration of business

operations within the financial services industry. Manage the conversion

and transition of key risk areas, develop collections strategies, and

negotiate settlements to improve roll rates and reduce credit loss. Oversaw

call center operations, and credit and collections reporting; successfully

managed production processes. Recognized for effective interpersonal

communication skills. Additional strengths include:

( Business Process & Productivity Enhancement ( Strategic

Planning / Management

( Cost Reduction / Containment ( Collection Strategy

Development

( Vendor Management ( System Migration / Integration

Professional Experience

LENDINGCLUB, Senior Director, Risk Operations - San Francisco, CA

2011 - 2013

Managed all collection efforts for consumer loans from $3,000 to $30,000,

including internal collections team, external third-party collection

agencies, and charged off asset sales. Established and enhanced internal

collection policy, processes, procedures, and strategies for loan

repayment, bankruptcy, probate, early out third-party agencies, and charged

off asset sales. Responsible for delinquency and charge off rates.

Improved front-end delinquency rates year over year. Negotiated a forward

flow agreement for charged off sales to enhance charge off recoveries to

benefit returns for the investor community.

. Managed daily internal collections and developed performance metrics at

the individual and group level

. Implemented inbound and outbound call management and reporting

. Worked with the Technology to automate collection processes, including

data capture

. Collaborated with executive management to incorporate policies and

procedures in compliance with FFIEC and industry standard practices for

delinquency and charge off.

. Instituted champion-challenger third-party agency program, reducing

agency expense from 38% to 18% commission rate.

JP MORGAN CHASE, First Vice President - San Francisco, CA 2008-2009

Served as project lead during the integration of Washington Mutual's

portfolio management system, including risk management data, MIS, bureau

reporting, and customer models for all card services lines of business.

Supervised the migration of all authorization, balance management, and

reissue data. Handled data mapping, implemented policy changes, and

developed alternative production processes for score calculation and

generation, including Basel II production processes. Ensured the

preservation of key historical risk data on a post-conversion basis and

managed operational transition plans for key risk areas.

. Managed Day 2 activities and reporting to ensure appropriate customer

experience.

. Supervised the seamless and uninterrupted integration of Washington

Mutual's portfolio management system with that of JP Morgan Chase.

. Collaborated with executive management in the implementation of key

policy changes.

WASHINGTON MUTUAL, First Vice President - San Francisco, CA 2007-2008

Supervised 30 direct reports in managing credit card risk data and MIS and

acted as chief of staff for the head of risk management. Supervised the

group's data governance efforts, including projects, TS1 systems, ORCA

documentation, risk model inventory, and business resumption plans. Managed

a substantial budget. Collaborated with internal audit, compliance, and

risk management business units.

. Enhanced the integrity of the credit risk management's utility dataset

and other source data, including Basel II credit portfolio reporting, by

identifying appropriate system of record TS1 data fields, which led to

increased accuracy for all datasets.

. Improved portfolio level reporting documentation and controls by

implementing data audits to ensure accuracy in timing and frequency.

Catherine H. Pickhover

2230 Prestwick Drive Discovery Bay, CA 94505 H: 925-***-**** C:

925-***-**** ************@***.***

. Implemented centralized mega-datasets to facilitate the automation of

all portfolio reports, resulting in increased control and efficiency and

reducing processing times by two days.

. Developed team building exercises to improve department morale and

enhance team synergy, resulting in the highest morale ranking within the

credit card division.

PROVIDIAN FINANCIAL - Pleasanton, CA 1990-2007

SVP, Collections Strategy, Operational Metrics & Project Management (2005-

2007)

Supervised 10 direct reports in the management of all credit card

collections strategies, including MIS and strategy implementation for Day

1+ delinquencies and high-risk accounts. Managed dialer operations,

including dialer selection and implementation.

. Designed and implemented temporary account settlement and match-pay

payment plans based on account-level segmentation criteria, resulting in

a substantial increase to risk adjusted revenue, reductions in net

credit loss, and a 10 basis point improvement to roll rates.

. Launched direct mail campaigns and developed customer incentives

utilizing marketing and collection techniques; improved response rates

and portfolio performance for delinquent account.

. Created, tested, and implemented a new segmentation strategy that allows

for no intervention for low risk accounts and early intervention for

high risk accounts, resulting in a 20% improvement in current account

status figures and a $2.7 million annualized FTE savings for 1- to 30-

day delinquent accounts.

. Automated the offer fulfillment and tracking process, which resulted in

a reduction in headcount equivalent to 44 FTE's and the elimination of

process redundancy.

. Developed a comprehensive collections data mart to facilitate the timely

extraction of data and reports, including fully automated reporting and

real-time collector performance tracking, decreasing performance report

processing times by five days.

. Launched a collections website that allowed delinquent unable-to-contact

customers to agree to a payment plan without representative

intervention, resulting in a 15% decrease in no-contact population and a

significant decrease in associated labor costs.

SVP, Collection Systems Conversion & Collection Strategy Project Management

(2003-2005)

Supervised nine staff managing all credit card collections strategy

technology and process enhancement projects for the credit card services

business line.

. Managed the conversion of all collections systems, including the

redesign of all affected collection processes and related applications,

with no disruptions in operations and no adverse impact to customer

service.

. Initiated the implementation of a VRU self-servicing efficiency project,

resulting in a 27% reduction in inbound call volume and outbound digital

messaging, and an annual cost avoidance of $2 million.

. Recommended the implementation of a desktop virtualization system,

reducing annual collections costs by $2 million.

VP, Post Charge Off Asset Sales (2002-2003); VP, Agency Management &

Recovery Collections (1999-2002)

Supervised five senior managers and a staff of 40 in the management of all

credit card charge off asset sales, including negotiations with prospective

buyers.

Supervised a post-charge off settlement staff of 80 in the collection of

all sub-prime 90+ days credit card delinquencies. Managed 50+ first-party,

pre-charge off and post-charge agencies with an outsourced portfolio that

exceeded $4 billion during tenure as VP, Agency Management & Recovery

Collections.

. Developed and enhanced account media and trailing payment processing

procedures, which reduced backlogs by three weeks.

. Improved controls and risk management disciplines over sales, inventory,

trailing payments, repurchases, and overall financial reporting,

resulting in an increase in control in financial reporting.

. Discovered and reconciled a $4 million shortfall in buyer payments

through the implementation of a new reconciliation process.

. Renegotiated contracts, which improved agency performance and reduced

agency expenses by 15%.

Catherine H. Pickhover

2230 Prestwick Drive Discovery Bay, CA 94505 H: 925-***-**** C:

925-***-**** ************@***.***

. Developed key performance indicators, delinquency movement matrices, and

audit program to improve first and third-party agency performance.

. Increased recoveries by 25% through the implementation of improved

inventory management and account placement systems.

. Identified and outsourced $390 million+ in charged off assets that had

not been previously recognized.

Additional Professional Experience:

PROVIDIAN FINANCIAL, Pleasanton, CA

VP, Legal, Specialty, & Recovery Collections (1990-1999)

Education & Training

SOUTHWEST TEXAS STATE UNIVERSITY - San Marcos, TX

BA in English & Journalism

Six Sigma Certified ( Certified Yellow Belt ( FDCPA, Fair Lending

Training ( Gramm-Leach Bliley Act Training

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