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Business Development Customer Service

Hagerstown, MD
January 29, 2024

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Troy Cooper

Hagerstown, Md.

Phone 240-***-****



Bachelors of Arts in Economics, Tufts University, Medford, Massachusetts.


Manage and direct financial actions involving FDCP / FCRA, bankruptcies, business development, repossessions (knowledge of processes including, but not limited to, impounds, insurance losses and replevin), foreclosures, insurance settlements, default administration, credit reviews, general collections, create policies and procedures, vehicle appraisals, vendor relations, collateral remarketing, Sarbanes Oxley (SOX) compliance, preparatory experience leading outsourced and internal collections and recovery operations, scheduling and evaluation of personnel.


Special Assets Director, UVA Community Credit Union, Charlottesville, VA.

08/14 – 04/23: Duties include the management, planning and directing of day-to-day financial operations in recoveries and loan workouts for retail and commercial collection activities for field of membership. The primary objective is to successfully mitigate existing delinquencies and potential losses, with members, vendor and / or associated business-to-business relationships, while simultaneously minimizing expenses and maximizing recoveries.

Grow and manage vendor relationships relative to new and existing products and services and other contractual agreements.

Ongoing review and recommendation of changes to all collection policies, as necessary, to ensure national compliance with state and federal regulations and to seek and implement best business practices within current industry standards.

Monitor and ensure staff development in the areas of professionalism in customer service, conflict resolution negotiation and territory productivity.

Oversee the timely filing of lawsuits, probate claims, bankruptcy claims, and insurance claims.

Special Assets Collections Mgr, BB&T Bank, Charleston, WV.

09/13 – 07/14: Led the Special Assets Division, within a call-center environment (predictive dialer), in the maximization of recoveries nationally. Oversaw the daily handling of collection work-outs, management and marketing (as applicable) of the non-performing loan portfolio assets, which consisted of retail auto’s, 1st mortgages, marine collateral and unsecured products through stages of delinquency up to charge off and beyond.

Sr. Block Mgr, Mason Dixon Auto Auction, Greencastle, PA.

10/11 – 09/13: Duties include servicing buyers and sellers through live / real-time recordation and management of live transactions.

Collection Mgr / Officer, Marriott Employee's Federal Credit Union, Bethesda, MD.

9/94 – 10/10: Duties included the management, planning and directing of day-to-day financial operations in recoveries and payment arrangements for collection department activities for all Marriott International's field of membership and other affiliated properties nationally. The primary objective was to maximize recoveries and to mitigate potential losses with members, vendor or associated business-to-business relationships.

Monitored assets pre-default through monitoring client payment histories and capacity-to-pay analysis. Created the roadmap to reduce risk of default or to restructure ahead of default. Created a disciplined remedial management process to work-out loans taking into account regulatory obligations.

Collected delinquent payments for contracted products, services along with the cross-selling of products and services.

Wrote, reviewed and recommended changes to all collection policies as necessary to ensure national compliance with state and federal regulations.

Monitored and ensured staff development in the areas of professionalism in customer service, conflict resolution negotiation, job and area productivity.

Oversaw the timely filing of lawsuits, probate claims, bankruptcy claims, and insurance claims

Asset Remarketing Mgr, Perpetual Leasing Services, McLean, VA.

9/89 - 12/93: Minimized any loss to the bank's assets by developing, implementing, monitoring, revising and expanding timely collateral disposition programs for commercial retail, leased automobiles, mobile homes and marine collections at term lease or otherwise.

Established and maintained nationwide business relationships with auto-dealers, wholesalers, auction-houses and other remarketing groups for determining the best used collateral sale channel.

Trouble-shooter for issues regarding certificate of title work and refunds in connection with the State Department of Motor Vehicles.

Provided mediation concerning claims, rebates and collateral appraisals with insurance companies.

Ensured all applicable laws are met in the respective jurisdictions regarding the sales of bank collateral.

Established fair market values on collateral and provided consultative services to employer and clients including fair market analysis, sales results, resale plans, residual values, etc.

East Coast Collection Mgr, Citicorp Acceptance Co., Braintree, MA.

5/86 - 9/89: Directed an $80 billion collection portfolio consisting of automobiles, mobile homes, and marine vessels for all states east of the Mississippi River.

Maintained a highly motivated and well-trained staff adequate to meet the collection needs of Citicorp.

Handled and expedited the collection process for the profit and loss division.

Experience with final demands, writ for replevin, small claims – service/publications, judgments, stipulated dismissals, etc.

Managed regional inbound / outbound call-center consisting of 270 full-time reports.

Other positions held in Citicorp

Collateral Protection Supervisor & Asset Disposal Supervisor

Procured insurance coverage on all collateral loans. Monitored and guided the cancellation processes of third-party insurance dilemmas on overdue accounts.

Managed and maintained an accurate vehicle inventory for repossessed collateral nationally.

Developed and monitored outside vendor relationships including, but not limited to, collection agencies, outside counsel, court trustees and auction houses.

Implemented collateral floor planning and served as the dealer relation's liaison.


2012- Present: Certified Tax Preparer in MD, WV and PA.

12/11 - 03/12: Credit Analyst (Consultant), JLG Industries, Hagerstown, MD

2010- Present: Certified Person Fitness Trainer. CPR & AED Certified


Selected as an official torchbearer for the 1996 Summer Olympics

Service excellence awards from Citicorp.

Successfully completed The Washington, DC AIDS Ride (from North Carolina to Washington, DC on bicycle) in 1997 and 1999.

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