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Collections Resume


Desired Industry: Collections SpiderID: 53335
Desired Job Location: Memphis, Tennessee Date Posted: 8/5/2011
Type of Position: Full-Time Permanent Availability Date: Give 2 weeks notice
Desired Wage: 80000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, 50-75%
Highest Degree Attained: Bachelors Willing to Relocate: Yes


Objective:
ROGER MORSE
400 Southland Dr. ~ Greenville, NC 27858
(252) 227-4364/Home (813) 389-3654/ Cell roger.morse@yahoo.com
________________________________________
DIRECTOR OF COLLECTION OPERATIONS
STRATEGIC VISIONARY * PROACTIVE LEADER * PROVEN PERFORMANCE
Dynamic, results-oriented Director with proven success overseeing highly productive teams that consistently excel and recovers any type debt. Strategic and tactical thinker; develop streamlined processes and procedures that increase efficiency and productivity. Consummate leader; thrive and flourish in a fast-paced, rapidly changing environment. Sophisticated professional; establish and maintain strong, symbiotic industry relationships. Dedicated and assertive Director with strong work ethic. Outstanding communicator with exceptional interpersonal skills; quickly establish a very strong rapport with clients, vendors, supervisory staff and more important the collectors. Additionally proficient in:
ƒζ Negotiations Staff Coaching Operations Planning
ƒζ Budgeting Process Implementations Training/Mentoring



Experience:
20 plus years in collections from collector to Director.


Additional Information:
ROGER MORSE
400 Southland Dr. ~ Greenville, NC 27858
(252) 227-4364/Home (813) 389-3654/ Cell roger.morse@yahoo.com
________________________________________
DIRECTOR OF COLLECTION OPERATIONS
STRATEGIC VISIONARY * PROACTIVE LEADER * PROVEN PERFORMANCE
Dynamic, results-oriented Director with proven success overseeing highly productive teams that consistently excel and recovers any type debt. Strategic and tactical thinker; develop streamlined processes and procedures that increase efficiency and productivity. Consummate leader; thrive and flourish in a fast-paced, rapidly changing environment. Sophisticated professional; establish and maintain strong, symbiotic industry relationships. Dedicated and assertive Director with strong work ethic. Outstanding communicator with exceptional interpersonal skills; quickly establish a very strong rapport with clients, vendors, supervisory staff and more important the collectors. Additionally proficient in:
ƒζ Negotiations Staff Coaching Operations Planning
ƒζ Budgeting Process Implementations Training/Mentoring
PROFESSIONAL EXPERIENCE
ONLINE INFORMATION SERVICES 2007- PRESENT
Director of Collections
Oversee a mixed portfolio of credit card, utilities, EBO and self pay healthcare, managing a staff 98 collectors 7 Supervisors and 10 Client Relation and payment processors.
ƒζ Daily strategy for Predictive and messaging Dialer campaigns to optimize collections
ƒζ Utilize scoring algorithms to ensure effective performance
ƒζ Review daily batch tracking of month one (1) versus six (6) month accumulative to ensure portfolio growth

ƒζ Hire and Train collection staff including Supervisors
ƒζ Ensuring nightly balance before deposit is made
ƒζ Compliance of all FDCPA, FCRA and HIPPA issues
ƒζ Respond to any Attorney General and BBB or Attorney notices received
ƒζ Coach and mentor supervisors daily
ƒζ Take any escalated calls to reduce complaints
ƒζ Team building meetings for supervisors
ƒζ Monitor calls for effective talk off and close on an account


Key Achievements
„« Writing a new collection training manual that was build for today‘¦s debtors and the knowledge they possess
„« Developed KPIs for optimum tracking and collector training
„« Increased retention 63% of new employees
„« Developed client segmentation along with scoring models and balance ranges related to collector skill set
„« Re-wrote most all collection policy and procedures that have continuity with the Training Manual
„« Doubled fee production in 3 years with less staff
„« Performed performance evaluations monthly to show the collector where the opportunity growth was
„« Performed all interviews and any raises as needed
„« Enforced all company policy and procedures

MacDill Federal Credit Union 2006-2007
Director of Collections
First party Auto deficiency loans from 5 days late to 120 days and repossession. Responsible for 5 supervisors 2 skip tracers and a whole collection support staff.
ƒζ Coaching, mentoring the collection repossession department
ƒζ Approved accounts for Charge-off and repossession or extension
ƒζ Monitored accounts in foreclosure
ƒζ Performed job evaluations and raises
ƒζ Monitored 3rd party collection agency for performance
ƒζ Created Training Program for new hires to have a class before entering collection floor
ƒζ Responsible for annual budgeting of department and the uses of funds allotted to collections
ƒζ Set collectors KPIs

Key Achievements
„« Created internal collection department saving 2.9 million a year
„« Reduced delinquency from 1.67% to .60% in 6 months
„« Developed ongoing monthly training for collectors
„« Converted old collection software
INFINITY FINANCIAL SERVICES LLC.
OWNER 2005-2006
Grew the business from 2 people to 10 in less than one year. Focused on special niche of Credit Unions had 10 major lenders in Houston, Texas area. My areas were sales and production. I did everything from collections to sales. Ownership gives you a wide range of growth within. We worked all the credit card, overdraft, lines of credit and auto deficiency for 3 major credit unions. Also responsible for all client remits, reports and quarterly P&L. Managed the 40 million in charge offs and 5 million in forward flow and purchased debt in the excess of 100 million. Had an average liquidation of 3.21% of these products in month one with overall 6 month of 5.79%. The business continued to grow with this special niche created until outside interests bought my company.
LTD FINANCIAL SERVICES 2003-2005
DIRECTOR OF OPERATIONS
Responsible for management of 102 person staff and 4 full-time managers and 6 team leads. Recovery of Bank of America credit card and Lines of Credit portfolios.
Managed 27 person predictive dialer and all scheduling for 12 hours per day to ensure all collectors received the same allotted time.
ƒζ Reviewed collections by batch to set dialer requirements of that day
ƒζ Review supervisors notes to make sure collector was getting proper direction on problem accounts
ƒζ Interviewed all possible applicants for hire
ƒζ Enforced all company policy and procedures
ƒζ Responded to all complaints from the Attorney General office
ƒζ Enforced all FDCPA and FCRA compliance
ƒζ Continued training after they were collectors through once a week topics (voice inflection, close, introduction and listening )
ƒζ Reported daily to CFO of reports of liquidation

Key Achievements
„« 50% market share increase because of one quarter of collections
„« Retained over 61% of staff after continuing training started weekly
„« Promoted 2 collectors to management ( growth within )
Collection Manager
1/2001 - 3/2003 United Recovery Services Inc., Houston, Texas

Responsible for management of a 15 person department in charge of Commercial American Express Charge and Line of Credit portfolios. Implemented office wide batch tracking methodology of liquidation rates and collector performance versus competing agencies. Implemented strategic client segregation for different product codes to increase liquidation rates and overall collector performance and productivity. Audited daily work habits and business flow so collectors had continual training. Meet and/or exceed all audit requirements and client standard operating procedures. Also conducted monthly reviews of all collectors in unit to determine maximum growth potential for the company and collectors alike.

Director of Operations
9/1998 - 1/2001 C B Accounts, Schaumburg, Illinois
Responsible for management of an office of 125 collectors and 5 collection managers with 12 team leads. Areas of responsibility were training of new collectors on HIPPA, FDCPA and FCRA along company policy and procedures. Responsible for hiring, training, processing par reports, designing specialized queues for increased production, operating 16 station predictive dialing system, and handling daily interaction with clients to provide client satisfaction. Set annual budgeting for department planned annual goals by collection trends from years previous. Set collectors by skill set and by scoring model. Managed a variety of bankcard business such as Citibank and Bank of America met and exceeded all auditing requirements which increased our market shares. Medical clients were also involved with 5 major Chicago based hospitals and many smaller physicians clinics. We did all the medical billing and coding along with the normal collections of the self pay patients
Collection Training Manager
8/1993 - 9/1998 NCO Financial Systems, North Aurora, Illinois

Managed a department of 20 collection personnel. Performed regular audits of six different retail clients and two bankcard clients. In charge of hiring full time employees, performed two-week introductory training course to all newly hired collectors in subject areas such as telephone techniques, fair debt collections practices act, skip tracing and computer literacy. Also performed ongoing training for current personnel in telephone techniques as well as the changing laws. Received an award for number one secondary placement agency in the nation.

Supervisor/Collector
2/1990 - 8/1993 KCA Financial, Geneva, Illinois

Collecting past due debts, supervising a group of ten employees. Collected on Bank One credit cards and NBD bank card. Responsible for all skip tracing and second voice. Reported to management of any FDCPA violations

Bachelors Degree 11-85/3-90 University of Hanau, West Germany, US Army


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