Customer Service Sales

Robert Mapes

*** *. ******* ****** **** Chester, PA 19382 Phone: 856-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Experienced Credit Analyst with a track record of establishing new business, leading to high-performance loan and lease portfolios. Excels at credit analysis and dealer relationship development.

SUMMARY OF QUALIFICATIONS

• Extensive Lending Experience with a Top-Performance Portfolio

• Strong Conflict Resolution & Problem-Solving Skills

• Analytical Skills (Financial Statements & Tax Returns)

• Strong Sales and Negotiation Skills

• Comprehensive Fraud Investigative Skills

• Effective in Training, Team Building & Group Presentations

• Excellent Oral & Written Communication Skills

PROFESSIONAL EXPERIENCE

Judgmental Credit Analyst New Castle, Delaware

Discover Financial Services 2010 - 2011

Interviewed prospective credit card customers to develop applications, make lending decisions and set appropriate credit limits. Analyzed consumer credit reports during underwriting process to evaluate credit risk and formulate investigative questions. Conducted initial welcome calls to new customers to educate them on product features and promote card usage. Sold Discover Payment Protection products. Evaluated and made determinations on line of credit increase requests for existing customers. Conducted fraud investigations on suspicious applications and resolved verified fraud cases accordingly.

Selected Accomplishments:

Consistently achieved monthly results well above company averages for underwriting productivity.

Awarded Employee of the Month (MVP) honor on 17-member team for outstanding overall performance in June 2011.

Achieved well above company average in monthly Discover Payment Protection sales results.

Legal Collection Specialist Conshohocken, Pennsylvania

Gordon & Weinberg, P. C. 2008 - 2010

Negotiated and structured settlement offers with attorneys, debt settlement companies and customers on defaulted consumer/

commercial accounts. Evaluated new accounts for appropriate legal action and prepared designated files for lawsuits. Interfaced

with in-house attorneys to determine legal strategy in complex cases. Monitored payment arrangements to ensure compliance.

Enforced judgments by levying debtor assets.

Selected Accomplishments:.

• Regularly exceeded monthly collection dollar goal of $162,500.

• Regularly exceeded monthly call-volume goal of 2,100.

• Regularly exceeded monthly lawsuit prep goal of 400.

Consumer Loan Underwriter III Chester, Pennsylvania

Wells Fargo Auto Finance 2004 - 2008

Underwrote auto loan applications and communicated decisions to dealerships. Captured contracts utilizing product knowledge and strong sales and negotiation skills. Developed assigned territories to increase active dealer base and drive applications in both prime & subprime markets. Provided internal and external customer service. Ensured that lending practices were in compliance with corporate guidelines and federal regulations. Identified and resolved fraud and dealer procedural violations. Trained and developed new employees through one-on-one instruction and group presentations.

Selected Accomplishments:

Established a high-performance portfolio of auto loans, consistently maintaining delinquency and charge-offs below company averages.

Managed more than 30 major account relationships while meeting or exceeding performance objectives of up to 150 funded contracts monthly.

Trained and mentored team members on company policies and procedures, resulting in greater efficiency and improved customer service.

Demonstrated superior multitasking and organizational skills in a high-volume production environment, resulting in application turnaround time significantly better than company average (11.6 minutes vs. 15.3 minutes).

Received Distinguished Club Honor multiple times, earned in recognition of superior performance, teamwork and sales leadership.

Indirect Auto Loan Officer Walnut Creek, California

Bank of the West 1995 - 2004

Underwrote auto loans and lease applications and communicated with dealers to sell decisions and negotiate contracts. Audited loan packages for contract violations, fraud and irregular practices. Developed strong business relationships with dealers and built new territories.

Selected Accomplishments:

Established a high-performance portfolio of auto loans and leases, consisting of $72.8 million in outstandings (second highest volume in department).

Developed the Washington/Oregon territory by improving existing dealer relationships and expanding active dealer base.

Worked with lending team to expand geographic dealer base, establishing Bank of the West as one of the largest and most successful auto lenders in the Western United States.

Consistently discovered instances of fraud and third-party purchases during funding package audits, leading to significant reduction in loan losses.

Education

Bachelor of Science

Ithaca College

Major - Personnel & Industrial Relations

GPA – 3.5

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