Manager Customer Service

Gary D. Markley

*** ********* ***** ******, **** 45431 937-***-**** act96j@r.postjobfree.com

SUMMARY

An experienced and skilled department manager with 30+ years of experience in all facets of

t BUDGETING t FORECASTING t MORTGAGE SERVICING t CONSUMER FINANCE

t THIRD PARTY MANAGEMENT t QUALITY CONTROL t QUALITY ASSURANCE

t COLLECTIONS t CUSTOMER COUNSELING t CALL CENTER OPERATIONS

t SENIOR LEADERSHIP t AUTOMATION t LIAISON t P&L MANAGEMENT t TEAM MANAGEMENT t EXECUTIVE PRESENTATIONSt BUSINESS DEVELOPMENT

Excellent leader with proven ability to deliver results, consistently exceeding expectations, increasing efficiencies, and developing high-performing teams. Self directed, proactive, focused and intuitive, interfaces with all levels of management to assist in appropriate and realistic business solutions. High degree of intellectual curiosity, with strong business acumen and ability to understand and discuss technical concepts. Dedicated to the continued professional development of colleagues and self.

EXPERIENCE

PNC MORTGAGE, A DIVISION OF PNC BANK, NA, Miamisburg, Ohio (fka National City Mortgage)

ASSISSTANT VICE PRESIDENT – MORTGAGE THIRD PARTY MANAGEMENT, April 2012-October 2015

Managed overall performance and compliance of a nationwide network of 79 default law firms accounting for 109 individual relationships. Responsible for all stages of the risk management life cycle including planning, due diligence and selection, contract negotiation, ongoing monitoring, and termination. Ensured line of business compliance with all regulatory and enterprise third party requirements.

Created and staffed new department including development and writing of all policies and procedures..

Transitioned the attorneys from an investor driven selection process to company process with no service interruptions or performance issues.

Significantly reduced the foreclosure delays and backlogs leading to reduced penalties to the business.

Recouped $1.2 million dollars in costs incurred due to attorney delay or error in 2014.

Completed review and update of the attorney contract and statement of work to meet all line of business and regulatory requirements.

Process was approved and praised by agents of company’s top regulator.

Proven personable and persuasive communicator who continually engages colleagues driving accountability, focus and execution. Managed departmental staff level of 12 FTE. Enjoyed no attrition within team.

Delivered a monthly summary report to senior management and partnered with them to take appropriate action to reduce third party risk.

OPERATIONS MANAGER II LATE STAGE DEFAULT, May 2010 – April 2012

Assisted the Senior Vice President for Default and the Vice President of Late Stage Default with special projects and assignments

Reduced FHA filings missing the first legal date by over 10% resulting in significant savings on interest curtailments.

Completed analysis of the Hardest Hit Funds program identifying state by state program requirements and providing cost benefit analysis on implementation.

Completed the initial build out and implementation of the default document review and attestation program for signing and filing all foreclosure and bankruptcy documents.

MANAGER- SERVICING AUDIT, 2003 – May 2010

Responsibility for completing quality control reviews on all aspects of mortgage servicing to ensure compliance with the FHA servicing requirements and adherence to all other servicer and regulatory guidelines.

Completed and reported on over 30 monthly servicing reviews in order to identify root causes and reduce errors.

Implemented Cogent for Servicing QC as a technology solution.

Organized and compiled all documentation required for any investor or regulator reviews of servicing. Responsible for reporting results to management and developing solutions to any findings.

Served as Subject Matter Expert and primary compliance source for the line of business during the roll out and implementation of the Home Affordable Modification Program.

SUPERVISOR – COLLECTION CALL CENTER, September1997- 2003

Responsible for a team of 12 collection agents in a high volume blended call center environment.

Consistently met or exceeded all targets including overall delinquency, outbound call goals, average speed to answer, talk time, abandonment rate and right party contact percentage.

Implemented the use of a Mosaix predictive dialer. Responsible for the building and running of all campaigns to ensure right number of attempts and attempts at best times to call.

Responsible for all collections and delinquency reporting to senior management.

ADDITIONAL RELATED EXPERIENCE

SUNSTAR ACCEPTANCE CORPORATION, Moraine, Ohio

BRANCH COLLECTIONS MANAGER, 1995 - 1997

BANCONE FINANCIAL, Fairborn, Ohio

BRANCH COLLECTIONS MANAGER, 1994-1995

SECURITY PACIFIC FINANCIAL SERVICES, Dayton, Ohio

BRANCH MANAGER, 1993 – 1994

CREDITHRIFT/AMERICAN GENERAL, Dayton, Ohio

BRANCH MANAGER, 1980 - 1993

EDUCATION

OHIO NORTHERN UNIVERSITY, Dayton, Ohio

B.A., MARKETING, 1979

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