Call Center Customer Service

DYNAMIC RESULTS GENERATING FINANCE INDUSTRY EXECUTIVE

Market Expansion Multi-Site Operations Customer Retention Staff Development

J. BRYAN BOWERS

*** ********* ***, ************, **, 37129

214-***-**** + **************@*****.***

CAREER PROFILE

Profit Improvement Driving Production Team Building Revenue Growth Leadership

Growth-oriented leader with track record of identifying and capturing new business opportunities, igniting stalled business by driving production, and increasing lead generation. Driver for operational efficiency by establishing core metrics to optimize team performance and maximize production. Extensive background in Mortgage Sales and Marketing, and noted for recruiting, motivating, and leading top talent; creating unifying vision and goals; executing Sales and Marketing strategies. Team builder noted for turning around underperforming units and departments into high-powered producers. Consistent track record of growth and P&L turnaround, and troubleshooting Sales and Marketing while achieving business growth, increased market share, and profitability. A Bachelor of Arts - International Economics underpins my career.

CAREER DEFINING ACCOMPLISHMENTS

As EVP, Retail with First Guaranty Mortgage, increased MLO headcount from 40 to 165, increased Portfolio Retention to a high point of 49%, and increased pre-tax earnings from a negative to a high point of $2M per month.

As Senior Vice President of Consumer Direct with Stearns Lending, built out the Consumer Direct Division and drove revenue with 28% portfolio retention, 38% FHA/VA retention, and exceeded $130M in funds. Increased Net Economic Contribution from $50K to a high point of $2.3M.

As Production Manager with PrimeLending, recruited Loan Officer to build out 3 teams, built a 100% Call Center purchase program partnering with LendingTree.

As Director, Consumer Direct with MetLife Bank I increased monthly net economic contribution on P&L by 1200% over previous year and raised application conversion from 6.8% to 13.1%.

As Production Executive with Bank of America I increased completed modifications from 1,000 to 6,000+ per month, resulting in improved HUD rating of Tier 1.

COMPETENCIES / SKILL AREAS

Brand Development Budgeting and Forecasting Client Relationships Sales Management Financial Forecasting

Competitive Analysis Cross Functional Team Initiatives Customer Retention Strategies Call Center Management

Loan Restructuring Financial Governance HR / Recruitment Compensation Plans Interest Rate Risk Analysis

Loss Analysis Market Expansion Marketing Communications Multi-Site Operations Performance Assessment

Multi-Tiered Sales Strategies New Business Development Opportunity Identification Regulatory and Compliance

Portfolio Management Process Development & Implementation Project Management Public Speaking

Regulatory & Financial Reporting Marketing Strategies Staff Training & Development Start-up Operations

Computer Literacy: Microsoft Project, Word, Excel, Powerpoint

National Mortgage Licensing: Licensed in 47 States. Acted as Qualifying Individual at multiple Organizations.

CAREER PROGRESSION

VP, CONSUMER DIRECT ENGAGEMENT

EXECUTIVE VICE PRESIDENT, RETAIL DIVISION

FIRST GUARANTY MORTGAGE CORP, GOOD MORTGAGE 9/2018 TO 7/2022

Increased MLO staff from 40 MLOs to 165 MLO across 6 primary locations and remote. Partnered to implement 2 new Joint Marketing Agreements. Increased funding volume from $30M to over $300M. Increased pre-tax earnings from negative to $2M. Adjusted Marketing Segmentation to maximize conversion and Portfolio Retention. Established a high point of Portfolio Retention at 49%.

SVP, CONSUMER DIRECT

Stearns Lending 06/2015 – 03/2018

Built out a Consumer Direct Division and Drove Revenue and Portfolio Retention

Recruited, hired, and trained 50 Mortgage Loan Officers, and designed a compensation plan to drive desired behavior.

Built out marketing segmentation through database marketing, and launched Marketing campaigns from all channels (internet, outbound, direct mail, email, customer service cross sell, monthly statement, search engine optimization).

IMPACT

Net Economic Contribution (NEC) after all expenses went from $50K per month to a high point of $2.3M per month.

Consistent for 2 years with a minimum NEC of $1M per month.

28% Portfolio Retention - 38% Retention for FHA/VA - Exceeded $130M in funds

PRODUCTION MANAGER

Primelending 04/2014 – 06/2015

Hired and recruited purchase skilled call center Mortgage Loan Officers.

Partnered with LendingTree and their vendors to produce warm transfer purchase leads.

Retained the existing PrimeLending Portfolio by developing marketing strategies as well as segmentation and implementing outbound strategies using CRM.

Drove production through coaching and drip campaign follow up routines.

Partnered with fulfillment to insure high-turn ratios, and closings on or before close dates.

SVP, CONSUMER DIRECT

Pacific Union Financial, Irving TX 06/2012 - 04/2014Reporting directly to the President of Pacific Union and managing 12 direct reports in CA offices, and 14 in TX.

Directed the overall strategy and operation of the consumer direct channel, developing objectives, policies, and plans to achieve business objectives, including growth, revenues, and appropriate risk management.

Opened 1 new office in TX and increased staff 100%.

Changed process and procedures to be compliant with regulations and guidelines.

Introduced new leads sources and marketing strategies to increase production.

Profitably grew the Consumer Direct business channel while being compliant with laws and industry regulations.

Put processes in place to ensure that all business was conducted in a compliant manner and introduced back stops to inspect what was expected.

Hired talented loan officers and introduced new lead sources and marketing strategies to increase production.

IMPACT

Rapidly increased production by at least 300% per production metric while originating and closing within state and federal regulations.

New Loan submissions increased 300% New Lock registrations increased 421% Funding Volume increased 372%.

DIRECTOR – CONSUMER DIRECT

MetLife Bank N.A, Irving, TX 05/2011 – 06/2012

Accountable for portfolio retention of Wholesale, Retail and Consumer Direct; together with segmentation/marketing campaigns for Retail and Consumer Direct.

Accepting a position which replaced two layers of management in a group experiencing numerous problems, including poor sales performance, few leads, poor loan quality, low profitability per month, and months of negative results.

Immediately proceeded to develop Performance Standards at Loan Officer and Sales Manager level resulting in

a staff turnover of 50%.

Recruited call center Loan Officers with demonstrated abilities and built a marketing database to create marketing segmentation/analytics to drive lead generation.

Implemented marketing strategy discipline and developed vintage pull through reporting at the Loan Officer level.

Managed-out poorly performing Loan Officers and implemented coaching strategies and discipline.

IMPACT

Conversion increased 100%+ and the quality of loans increased.

Monthly net economic contribution on P&L increased 1200% over 2010.

Raised application conversion from 6.8% to 13.1%

Increased vintage application to fund pull through from 40% to 55%.

Maintained GPMs at 450 BPS.

Bank of America, Plano, TX 2001 – 2011

PRODUCTION EXECUTIVE GOVERNMENT & NON DELEGATED (04/2010 – 05/2011)

Management accountability of Loss Mitigation for FHA, VA and Non-Delegated Lenders, and 930 Employees at 5 sites.

Previously poor Loss Mitigation performance on Government loans resulted in B of A receiving a poor HUD Tier rating

of 2, brought about by too many modification requests at 80,000 spread out amongst 450 reps working each step of

the 4-part Government waterfall separately.

Introduced a call center origination model to Servicing and trained all Modification Representatives how to work every part of the Government waterfall.

Changed the way Collections performed the modification handoff to Loss Mitigation.

IMPACT

Increased completed modifications from 1,000 to 6,000+ per month resulting in improved HUD rating of Tier 1.

Bank of America, Plano, TX – Additional Roles during tenure at Bank of America

SVP, CONUSMER DIRECT. SVP PURCHASE, SVP CONSUMER DIRECT MARKETING, VP INTERNET SALES, SENIOR MLO

EDUCATION AND CERTIFICATIONS

NMLS Licensing – Licensed in 47 States

Licenses must be activated with a sponsor

Associates Degree - Business Management

Northwood University, Dallas, TX

CIVIC / COMMUNITY / VOLUNTEER

North Texas Food Bank Hands on Nashville

Operation Kindness St. Jude Hospital

CASA Colin County

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