Government Relations Service Manager

RICHARD OST

Carrollton, GA 847-***-**** ******@*****.*** I linkedin.com/in/richardost

PROFESSIONAL SUMMARY

Entrepreneurial thinker with 15+ years of experience skillfully leading teams in corporate collections and compliance. Proven track record of success delivering meaningful improvements to client relationships that yield increased loyalty and revenue growth. Highly organized, detail-oriented problem-solver and critical thinker with excellent communication and interpersonal skills.

KEY SKILLS

•Client Retention and Account Management

•Team Building, Leadership, and Mentorship

•Microsoft Office Suite, Google Suite

•Process Improvement and Risk Management

•Regulatory Compliance and Government Relations

•Systems Auditing and Data Management

PROFESSIONAL EXPERIENCE

SENIOR CLIENT SERVICE MANAGER AND PAYMENT PROCESSING MANAGER 7/2011 – 12/2020

FMS Investment Corporation, Buffalo Grove, IL

Lead a team of seven Client Service Specialists delivering best-in-class outcomes and providing successful risk prevention strategies for large companies in diverse industries. Collaborate internally with senior executives as the B2B client liaison with multi-state corporations, effectively communicating client needs and proactively troubleshooting or quickly resolving customer service issues. Direct all aspects of daily payment processing operations, ensuring client needs are consistently met and regulatory standards are always compliant.

•Effectively liaise with Sales and Marketing departments to ensure Client priorities.

•Served as main oversight, guiding Specialists in addressing client risk management needs through consultative conversations.

•Steward client relationships and listen closely to service needs, apply feedback to improve processes, and strategically enhance business operations to exceed expectations.

•Direct all aspects of licensure, including new applications, annual reports, and regulatory audits for all 50 states and additional US territories; manage relationships with two sub-contractors for licensure and state registrations.

•Monitor, all aspects of each Clients contractual obligations to meet all requirements.

Key Achievements:

oVastly improved policies, procedures, and work instructions for payment processing, delivering a 10% decrease in human error.

oDeveloped and rolled out new and revised audit department policies, procedures, and work instructions, ensuring complete adherence with client and regulator standards.

oEstablished auditing and monitoring procedures, trained staff in regulatory compliance; continuously update policy and procedures to align with city, state, and federal laws regarding collection practices.

oLed two credit card processor migrations, developing, and vetting RFPs, liaising with contractors and internal IT, assisting in company-wide, cross functional rollouts.

CLIENT SERVICE MANAGER / AUDITOR AND DEPARTMENT SUPERVISOR 3/2005 – 7/2011

Van Ru Credit Corporation, Des Plaines, IL

Resolved regulatory claims and disputes, collaborated with senior executives and legal teams to ensure accurate and efficient processes and information flow. Administered all aspects of compliance and supervised 33 full time employees in the auditing department for 100+ clients. After demonstrating success in leading all external client audits for compliance standards, promoted to Department Supervisor in five months and to Client Service Manager after 18 months.

•Worked directly with clients to collect audit questionnaires and monitor policy, procedure, and work instructions.

•Diligently ensured department processes and outcomes were aligned with company and client priorities.

•Reviewed findings from audits with clients, clearly communicating areas needing attention and collaborating on solutions.

•Problem-solved for clients internally, operating with an ownership mindset to provide superior customer service improvements.

•Proactively identified opportunities for internal improvements, developed and evolved best practices.

EDUCATION

•Glenbard South High School, Glen Ellyn, IL

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