Jean-Marc Eichner

**** ****** ****** ******, ** 75033 Cell: 972-***-**** ad1upc@r.postjobfree.com

SALES AND MARKETING EXECUTIVE, FINANCIAL SERVICES

Record of success in leading business units and operations, growing revenue and profits, creating a better customer experience, increasing customer loyalty and satisfaction.

KEY ACCOMPLISHMENTS

Strategic, visionary executive with solid history of rapidly responding to market circumstances, creating innovative solutions, and building high performance teams of top talent. Marketing, Sales, Fulfillment, Underwriting, Customer Service, Customer Experience.

Transforming Marketing and Sales for Higher Education Servicing Corporation, a student loans lender. Grew Loan Originations 4X, created Social Media and SEO marketing, sold B2B servicing and licensing contracts to other lenders, moved website to SquareSpace to enhance natural search results.

Growing Mortgage Originations for BSI Financial Services. Sales, Underwriting, Processing, Closing, IT, Vendor Management, Customer Experience.

Created the Customer Experience processes and improved the NPS score by 35 points at Ocwen Loan Servicing, lowered CFPB complaints from 5,000/yr to 65-75/month, rewrote 800 servicing letters.

Dramatically improved the Customer Experience and the NPS score at CitiMortgage, for Customer Service, Collections, Originations.

Created the Mortgage Division of Aris Bank, a Retail Bank and Mortgage Start-Up. Building the mortgage division from scratch (technology, vendors, processes, credit guidelines, operations, sales, servicing, collections)

Grew direct mortgage sales at Countrywide Home Loans by an average of 30% per year over three years and more than doubled direct sales force in a down mortgage market. Funded $21bn in 2008.

Created highly profitable new Home Loans division for Capital One by initiating company’s entry into mortgage industry and building private label partnership with industry leader.

Achieved spectacular increase in Personal Loans sales from $300m to $3.5bn within 3 years for Capital One by growing product offerings from one to ten innovative products.

PROFESSIONAL EXPERIENCE

Sales, Marketing and Business Development Director 2023 - present

Higher Education Servicing Corporation Arlington, TX

Loan Originations: x4 YoY

Social Media: created Facebook and Instagram campaigns (including videos)

Moved website to SquareSpace (traffic quadrupled after a month)

Sold B2B servicing and licensing contracts to other lenders: 5-year, muti-million dollar contracts.

Senior Vice President Mortgage Originations and Customer Experience 2019 - 2022

BSI Financial Services Irving, TX

Sales: x10 in 2 years

Customer Experience: streamlined all processes to go 100% digital

Underwriting: from non-delegated to delegated U/W

Processing and Closing: now under 30 days (vs. 65)

Post-Closing: now under 6 days (vs. 75)

Vendor Management: added multiple vendors (AMC, title, fraud verification

IT: Loan Origination System migration from Calyx Point to Encompass, call center move to Five9, new application website.

Vice President Customer Experience 2016-2019

Ocwen Loan Servicing Addison, TX

In charge of improving the Customer Experience throughout the Mortgage Servicing division (by optimizing operational processes and customer communication)

- created and managed the Complaints gathering and analysis processes

- identified, prioritized and led 800+ different improvement projects

- improved loan servicing Net Promoter Score from -2% to +35%, lowered CFPB complaints

- optimized Call center scripts, IVR, websites and customer correspondence (Rewrote all 800 letters)

Managed Social Media interactions with customers, Voice of the Customer.

Director Customer Experience 2011-2014

CitiBank (CitiMortgage) Irving, TX

In charge of improving the Client Experience throughout the Mortgage division (Sales and Fulfillment, Servicing, Default Servicing)

- improved loan servicing Net Promoter Score from 0% to +45%

- improved JD Power Originations score by 41 pts in 2013 over 2012 (industry + 10 pts), moving from #14 to #7 in the rankings

- reduced underwriters touches from 12 to 4 per loan file

- decreased originations cycle time from 110 days to 30 days

- improved Collections NPS from (20%) to +10%

Defined the Client Experience Strategy, to give guidelines for the rebuilding of all the communication and all the client-facing processes

Senior Vice President Residential Lending 2010-2011

Aris Bank Westlake Village, CA

In charge of the Residential Mortgage Division: Sales, Operations, Marketing, Servicing, IT, Credit. Objective was to originate $6bn within 3 years and build a $4bn jumbo loans portfolio

Conducted due diligence on several acquisition targets for the Residential Mortgage units.

Rebuilt the mortgage division of the bank we were acquiring:

Selected and in the process of implementing a zero paper Loan Origination System, together with a Pricing Engine, Document Generation, Electronic archiving, Website application systems; Integrating with closing services vendors for appraisal management, title, flood, credit, fraud detection, escrow, mortgage insurance.

Recruiting sales, operations, marketing, credit associates and managers.

Writing processes and procedures, including credit guidelines, to prepare for the regulatory readiness exam.

Executive Vice President Direct Sales and Marketing 2005-2009

Countrywide Home Loans/Bank of America Plano, TX and Westlake Village, CA

Led and motivated 9 sales teams of 1,100 sales people (managers, loan officers, and underwriters) to produce sales of $20B in 2007 and $21B in 2008. Teams covered inbound, outbound, customer service referrals, purchase referrals, internet purchase, pay-offs, restructures, and multi-cultural markets channels.

Achieved an average increase of 30% per year in Mortgage and Home Equity loan fundings (2006-2008), exceeding Mortgage Bankers Association application index consistently, and led to division to become company’s most profitable business unit despite difficult, hostile market environment.

Generated a 30 % increase in profits per year (2006, 2007) by leading legal, compliance, and operations teams to raise lender fees, shifting sales focus from home equity loans to more profitable refinance loans, and redesigning compensation structure.

Improved customer recapture rate from 5% to 32% in three years (approaching maximum attainable rate of 40%).

Directed portfolio marketing team of business managers and statisticians to define marketing strategy for each direct marketing channel. Designed direct mail, email, statement messages, web advertisements, and outbound telemarketing campaigns.

Grew monthly lead generation from 200K to 350K-450K on same $45M annual budget by expanding direct mail population; evaluating and challenging existing segmentation rules; hiring talented, highly qualified staff; implementing rigorous testing methodology for new marketing collateral in parallel with existing marketing pieces.

Vice President Home Loans 2003-2005

Capital One Financial, Home Loans Richmond, VA

Built and led team of 18 direct marketing, compliance, and operations professionals, 300 loan officers and 150 processors to market mortgage products, generate leads, and maintain relationships with third-party inbound call center and credit policy team. Oversaw all compliance and risk management activities. Managed $11M annual marketing budget and $12M of television advertising spend.

Initiated diversification into mortgage lending by launching a private label partnership and outsourcing agreement with Countrywide.

Diversified company’s product offerings by acquiring mortgage lender, eSmartLoans.com. Contributed to research, due diligence, and negotiations, and personally worked with former CEO to integrate two teams.

Drove sales of newly acquired entity from $450M to $2.5B year-over-year by initiating cross-selling activities to 48M existing credit card customers.

Vice-President Personal Loans 2001-2003

Capital One Financial, Installment Loans Richmond, VA

Directed marketing and lead generation for Personal Loan division that generated $100M in annual revenue. Oversaw division P&L, credit risk/losses, and underwriting guidelines. Built and led 35-member marketing team of business analysts, statisticians, data analysts, and project managers. Managed $20M annual marketing budget.

Relaunched Personal Loans line of business to achieve an average 50% per year increase in loan production for three consecutive years, while maintaining credit losses below 2% by launching multiple new segments and innovative products, as well as redesigning collections and recoveries strategies.

Doubled profits from $10M to $20M in one year by creating Payment Insurance feature in servicing system.

Deputy General Manager Operations and Call Centers 1999-2000

Capital One Financial, France Paris, France

Created, established, and managed French subsidiary operation encompassing originations, new account set-up, customer relations, collections, real estate, risk operations, production services, operations metrics/analysis, legal and training. Managed relationships with Banque de France (French banking regulator), professional unions, Visa and MasterCard, and with former JV partner, Banque Sofinco. Built and managed team of 60 staff, plus 100 outsourced call center sales reps. Controlled $10M annual budget.

Secured approval and license from Banque de France (French equivalent of U.S. Federal Reserve Bank) to create bank by leveraging substantial in-country banking experience.

Launched bank operations by securing 50K square feet of office space, as well as sourcing and implementing credit card and loan origination/servicing systems.

Established and launched two subcontracted call centers with 60 representatives that exceeded all call handling and performance targets despite an actual gross response rate nearly double the original forecast.

Direct Sales Manager – Capital One Joint Venture Manager 1997-1999

Banque Sofinco (Consumer Lending, Credit Agricole Group) Evry (near Paris), France

Direct Sales manager responsible for 4 sales platforms for the direct sales division (credit cards, credit lines, auto finance, personal loans, mortgage loans)

Created a Joint-Venture with Capital One (selling credit cards, credit lines, personal loans in France)

Senior Manager – Internal Consulting Group 1996-1997

Banque Société Générale (retail and investment banking) La Defense (near Paris), France

Consultant Case Leader 1990-1996

Braxton Associates (Deloitte & Touche Group) Paris, France

Product Manager 1987-1990

Apple Computer France Les Ulis (near Paris), France

EDUCATION

HEC (Ecole des Hautes Etudes Commerciales) Jouy-en-Josas (near Paris), France

(Best European Business School)

Masters in Management 1984- 1987

for more info see http://www.hec.edu as well as http://www.hec.edu/News/FT-2009-Masters-in-management-ranking-HEC-maintains-its-leading-position-among-the-world-s-top-Business-Schools

Lycee Louis-Le-Grand Paris, France

(College level curriculum preparing for Business School – Best in France)

1982- 1984

for more info see http://en.wikipedia.org/wiki/Lyc%C3%A9e_Louis-le-Grand

SKILLS

Sales, marketing, call center sales, direct sales, direct marketing, SEO, social media, lead generation, customer service, collections, recoveries, analysis, business analyst, business development, B2B sales, B2B marketing, marketing campaigns, marketing compliance, management consulting, cross selling, customer relations, digital marketing, direct mail, loan originations, secondary marketing, residential lending, closing, processing, underwriting, post-closing, retail banking, risk management, credit management, credit guidelines, credit policy, search engine optimization, Squarespace, Microsoft Office, Zoho, ClickUp, SalesForce, relationship management, strategic planning, acquisitions, portfolio acquisition, Inbound calls, internet leads, chat, servicing software, loan sales, Instagram, Facebook, recruiting, change management, forecasting, mortgage sales, vendor management, RFP, RFI, Account Management, Customer Success, Performance Motivation, Problem Solving, Product Adoption, Relationship Development, developing high performing teams, delivering results in a high growth environment, excellent diplomatic skills, relationship building qualities, Outstanding communication skills (written and verbal), ability to influence at all levels within the organization, Ability to think critically and to interpret and apply processes across many different areas, Ability to think critically and to interpret and recommend process improvements across marketing operations and franchise owner support, Tech savvy and enthusiastic learner (keeping ahead of ever-changing marketing landscape

Contact this candidate