Debit Card Vice President
Resume:
Gloria Girard
Talented People Manager and Financial Services Expert
Pelham, AL
*********@*****.***
EXPERIENCE
Regions, Birmingham, AL — Debit Card Production Manager Vice President
April 2015- Present
●Managing Debit Card Operations Specialists, Business Systems Analysts and Supervisors. Providing monthly performance feedback as well as coaching and development.
●Review and provide feedback related to Debit Card Complaints as well as provide resolutions.
●Ensure Branch Instant Issuance and Prepaid Fulfillment process is working effectively.
●Manage Gift Card Fraud and ensure Escalation queues are responded to within expected timelines.
●Providing associates with departmental training and development to improve employee engagement and effectiveness.
●Maintaining department quality standards and service level agreements.
●Coordinating projects with Business Partners and Application Development teams to improve procedural effectiveness.
●Develop and maintain Policies and Procedures to ensure compliance to Reg E, Reg II, and VISA Standards.
●Completed the Birmingham Operational Leadership Development Program.
●Manage the Bank Initiated Charge Back process to reduce losses to the Bank,
Regions, Birmingham, AL — Loss Mitigation Customer Assistance Manager
June 2012- April 2015
●Managing Call Group Specialist, Processors, Support advocates and Team Leads. Providing monthly reviews and development.
●Responsible for Loss Mitigation Training plans and execution of training.
●Set monthly department and individual goals for teams.
●Responsible for the Region’s Customer Assistance Program outreach efforts and corresponding service level agreements.
●Maintained quality measures for the Customer Assistance Program as well as serving coordinating multiple department projects.
●Developed and maintained policies and procedures as well as auditing for compliance according to department expectations.
●Maintained department RCSA controls.
●Collections ROM Liaison.
●Responsible for maintaining the Department Complaints Database.
Regions, Birmingham, AL — Loss Mitigation Team Leader & Outreach Manager
October 2010- June 2012
●Managed inbound service levels and penetration expectations for the Customer Assistance Team.
●Provided annual reviews and professional development.
●Interviewed and recommended candidates for hire.
●Trained new employees as well as facilitated coaching and development for preexisting personnel.
●Participated in Regions Job Fair 2012, interviewing candidates for various bank roles.
Regions, Birmingham, AL — Bilingual Trainer
February 2010- October 2010
●Responsible for managing Collections New hires during a 4-week training course as well as facilitating refresher training for existing personnel.
●Provided Leadership training for new Collections Team Leaders.
●Developed and updated training material for the Collections Department.
●Developed Recovery Collections training materials.
Regions, Birmingham, AL — Bilingual Real Estate Team Lead
2008- 2010
●Managed inbound service levels and penetration expectations for the Spanish line.
●Provided annual reviews and disciplinary action as necessary.
●Interviewed and recommended candidates for hire.
●Trained new employees as well as facilitated coaching and development for preexisting personnel.
●Responsible for direct training of 5 new team leaders.
●Team Lead of the 2nd Quarter for Collections, received exceeds expectations on performance evaluation.
Regions, Birmingham, AL — Sales Support Administration
2006-2008
●Held a supporting role to the Sales Team, responsible for collecting data from customers and vendors to be able to document a lease or loan in a timely manner.
●Provided customer service both internally and externally as well as answered any transaction specific questions or issues.
●Worked with Relationship Managers to document transactions and review documents prior to sending out Lease packages for signatures and inputting data into the Lease system.
●Provided appropriate and correct documentation to Contract Administration Group for funding, creating the customer credit files and the customer transaction files.
●Ensured original documents, backup information, and details were maintained in each file while being processed
OSI Outsourcing Solutions Inc, Montgomery, AL — Bilingual Call Center Supervisor
2003-2005
●Responsible for managing inbound service level expectations & penetration goals.
●Provided annual reviews and professional development for personnel.
●Interviewed and hired new employees.
●Facilitated coaching and development for personnel.
Holloway, Elliott, & Moxley LLP, Montgomery, AL — Senior Collector
2000-2003
●Senior collector in charge of 1,500 accounts
●Prepared delinquent accounts for suit.
●Trained new collectors
●Represented the company during client audits
●Performed duties of a process server
●Developed new interoffice collection procedures and form letters
●Assisted in discovery hearings, depositions, and post judgment collections efforts such as garnishments and interrogatories.
●Received FDCPA collector certification and attended refresher training seminars.
Colonial Bank Group Inc, Montgomery, AL — Loan Adjustor
1997- 2000
●Contacted past due customers by phone and via mail regarding past due payments.
●Made payment arrangements with customers to get accounts current.
●Supplied payment histories and skip traced to locate delinquent customers.
●Responsible for the Florida region.
EDUCATION
Troy State University, Montgomery, AL Business Administration
2010
SKILLS
Microsoft Office Suite- Excel, Outlook, Word, & PowerPoint
Lotus Notes
Talent development
Problem solving & analytical thinking.
Ability to multitask and prioritize.
Excellent verbal and written communication.
LANGUAGES
English & Spanish
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