Loss Mitgations/Collection Manager

JAMES WILLIAMS

*** ******* *****, **** ** •919-***-**** •267-***-**** ********@***.***

LEADERSHIP PROFILE

Results driven credit professional with outstanding leadership skills, extensive experience in pre and post charge off, repossession, and portfolio management for auto collections, prime and sub-prime mortgages, and maintaining a successful record of galvanizing organizations to achieve bottom line results.

Key Areas of Expertise:

• Teambuilding • Customer Service & Retention

• Training/ • Call Center Management

• Performance Management • Service Quality

Attributes:

• Knowledgeable in federal and state FDCPA and FCRA regulations and consumer

privacy laws.

• Strong leadership skills, committed to learning organization culture and the continuous

quality improvement.

• Technical skills include predictive dialing strategies.

Education: Parks Junior College, Aurora, CO. (AS- Accounting)

United States Navy, Charleston, SC (Advance Leadership)

CAREER HISTORY

Barclays Capital Bank/ HomEq Servicing 2006-Present

Sub-Loan Servicing, Cary, NC

Manager, Loss Mitigations- Call Center

Scope: Responsible for managing the Loss Mitigations team (14 FTE, 1 assistant manager) to minimize losses due to foreclosure, includes managing Loss Mitigation decisions to reduce exposure, responsible for account review to determine sale feasibility to reduce loan loss.

Efficiency and Productivity Enhancement: Developed/implemented processes to evaluate and track rejection of modification offers and made recommendations to reduce losses, that has reduced foreclosure expense by 5%, recommended enhancements to automated modification decision model resulting in potential annualized savings of $275,000 and 1 FTE.

Business Leadership: Conducted customer focused groups in 4 cities and used data to make recommendations to enhance modification decision model.

Barclays Capital Bank/ HomEq Servicing 2005-2006

Sub-Loan Servicing, Cary, NC

Collection Supervisor:

Scope: Responsibility for managing early stage collections mortgage loan team (23 FTE).

Business Leadership: worked with telephony group to develop call strategies on a monthly basis, assisted with new hire training processes. Developed/implemented productivity tracking systems for collectors, implementing side by side collection monitoring, and established negotiation check list for hew hires, conducted regular staff meetings. Recognized as top performing manager for 3 quarters.

GLOUCESTER COUNTY FEDERAL SAVINGS BANK 2004-2006

LOAN SERVICING, Sewell, NJ

Manager, Loan Servicing

Scope: Managed Consumer, Commercial and Mortgage portfolio of delinquent accounts for $200 million savings bank, also included Asset manager for the automobile portfolio charge-off, repossession assignment, and auto resale

Efficiency and Productivity Enhancement: Reduced portfolio delinquency 20%, wrote Collections policy and procedures, developed and implemented a tracking system for all Bankruptcy and Charged off accounts. Coordinated implementation of automated Collection System

FLEET BOSTON FINACIAL/BANK OF AMERICA 2004

CREDIT CARD SERVICES, Horsham, PA

Sr. Call Center/Collections

Scope: Managed pre charge off portfolio of 180 days delinquent credit card accounts, supporting $15 Billion credit card portfolio.

Training and Accomplishments: Conducted skip trace training sessions in order to improve

Right Party Contacts, Coached team member to exceeded cycle roll rate goal by 25 basis points for six months.

RISK MANAGEMENT ALTERNATIVES, (RMA) 2003-2004

AMERICAN EXPRESS CREDIT CARD SERVICES, Marlton, NJ

Sr. Call Center/Customer Service

Scope: Managed pre charge off financial services portfolio 30 – 180 days delinquent credit card accounts, supporting a $60 million agency portfolio.

Accomplishment: Developed and implemented procedures for hardship accounts. Managed payment plan agreements, without exceeding portfolio liquidation goal by 10 basis points for three months.

WRAY’S WELDING INC 2000-2003

COMMERICAL SERVICES, Shelby, NC

Scope: Managed business to business collections to the maximize collection and customer retention. Developed and implemented a tracking system for complains to assist in identifying persistent service quality issues.

BANK OF AMERICA 1995- 1999

OPERATIONS CALL CENTER, Greensboro, NC

Sr. Unit Manager-Call Center

Scope: Managed risk team of 92 FTE through 3 supervisors and 2 coordinators supporting $20 billion auto loan portfolio. Managed charge-off, repossession assignment, and Bankruptcy for the Bank of America’s Asset Management team.

Reengineering Accomplishments: Project manager for strategy enhancement to implement part-time collections teams. Implementation resulted in reduction of delinquency by 30%. Recognized as top collection manager 1999. Managed employee retention project and reduced attrition by 30%.

Business Leadership: Developed short- and long-tem action plan to increase productivity, improve write off, repossession and reviewed all accounts 90 plus days. Increased productivity 12%

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