Customer Service Branch Manager
Resume:
Tyler Best
Branch Manager - Lendmark Financial Services
La Plata, MD 20646
ad8krn@r.postjobfree.com
A qualified and dedicated professional, offering versatile strengths and a record of successful job performance in Financial Management; Real Estate Specialist; Loan Specialist; Loss Mitigation Specialist III; Business Operations; Credit Representative; Contracting Administration; Auditing; Communications; Customer Service; Administrative Specialist; Office Management; Program Management; File Management; Supervision; Leadership. Demonstrating effective skills in analyzing, planning, attention to detail, researching, report preparation, decision-making, time efficiency and interpersonal relationships. Strong communicator with excellent organizational skills. Authorized to work in the US for any employer
Work Experience
Branch Manager
Lendmark Financial Services-Largo, MD
May 2014 to Present
• Responsible for the administration and efficient daily operation of a branch, including operations, lending, product sales, customer service, and security and safety in accordance with Lendmark Financial Services objectives.
• Develops new business relationships within the community; provides a superior level of customer relations and promotes the sales and service culture through coaching, guidance and staff motivation. In addition, achieves individual and branch sales goals through new business sales, referrals and retention of account relationships. Provides leadership, training and supervision; delegates day to day operations to the Assistant Branch Manager or other branch employees.
• Plan, document, and manage the performance of staff. Provide for professional growth through assignment, mentoring, or training
• Daily and monthly assessment of loan files and accounts to assure they are compliant to federal and state regulations
• Manage and motivate staff to meet goals and objectives relating to branch profitability, loan volume, credit quality, delinquency and expense. Make loan decisions up to established lending limits, close consumer loans, and collect accounts in more critical stages of delinquency while ensuring adherence to state and federal guidelines.
• Manage matters regarding hiring, staffing, training, performance reviews and terminations as applicable. Establish lending authority for associates.
• Ensure a high quality of client service. Assist clients with the implementation of solutions, and monitor overall client satisfaction.
• Portfolio size $9 Million Direct Consumer, Auto Purchase and Sales Finance Loans Loss Mitigation Specialist III/Assistant Center Manager Citifinancial Servicing-Waldorf, MD
July 2010 to May 2014
• Produce consistent polices, practices, procedures and results in a goal oriented centralized environment
• Identify and address early and late stage collections requirements, needs/issue, volumes, and timelines
$17mill portfolio
• Establishes production goals for employees, monitors weekly for adjustments if needed
• Recommend solutions for difficult delinquent accounts, provide excellent customer service to the portfolio of customers, perform limited administrative tasks
• Ensure compliance with Company Policies, Fair Debt Collection Practices Act (FDCPA), and state-specific laws.
• Serve as liaison with customers, servicers, and internal departments to strategize and align processes to prevent foreclosures and reduce the firms' credit losses and exposure to losses.
• Plan, document, and manage the performance of staff. Provide for professional growth through assignment, mentoring, or training.
• Daily and Monthly assessment of all files and accounts to assure they are compliant to federal and state regulations
• Optimizes profitability and controls operating expenses
• Managing $17million portfolio of Personal and Real Estate loans. Branch Manager
Citifinancial Servicing-Annapolis, MD
December 2004 to June 2010
• Developing New Business through mailings, Inbound and Outbound calls and walk-ins.
• Provides knowledge and expertise to employees regarding loan and insurance products
• Provides knowledge of credit and delinquency decisions, difficult account problems and servicing accounts
• Establishes production goals for employees, monitors weekly for adjustments if needed
• Creates daily planners for effective time management to assist with achieving goals
• Daily and Monthly assessment of all files and accounts to assure they are compliant to federal and state regulations
• Optimizes profitability and controls operating expenses
• Managing $11million portfolio of Personal and Real Estate loans.
-AmeriTemps (Temporary)
-Canon U.S.A, Inc - 2110 Washington Boulevard, Arlington, Virginia 22204 Credit Representative
May 2004 to November 2004
• Review and collect on past due government accounts from 1k to 2million dollars
• Review contracts and modifications for proper billing of invoices
• Extensive research on claims for credits and settle disputes with agencies
• Coordinate the application of check, wire transfer and credit card payments with Accounts Receivable to ensure
proper application
• Resolve charge backs and disputed items through contacts, billing or sales department
• Processing of manual statements on accounts with improper billing Jr. Contract Specialist
Strategic Staffing Inc-Washington, DC
October 2003 to April 2004
Contracting)
-GSA Property Development Division WPC - 7th & D Street SW, Room 2021, Washington, DC 20747
Jr. Contract Specialist (10/03 - 04/04)
• Created and built databases in Microsoft Access for contract filing and Subcontracting plan
• Update the Federal Acquisition Circular folders
• Assist in contract modifications, delivery orders, and change orders
• Completed Checklist for review of Subcontracting Plan
• Compiling dates for 294 and 295 forms
• Assist in the Preparation of Pricing Reports
• Analyze the cost and pricing data
• Monitor Contracts by correspondence, telephone, or reports
• Assist in preparation with justifications as necessary
• Assist with acquisition plans
• Obtain appropriate wage determinations
• Coordinate, participate, and assisted with post award meetings
• Take action regarding late payment and incomplete invoices
• Conduct actions for contract closeout
• Assist with coordination of pre-bid/pre-proposal conferences
• Assisted with amendments
Program Specialist
GW-Solutions-Washington, DC
July 2002 to October 2003
• Primary contact with students in the Appraisal Studies Program, Professional Editing Program, Records Management Program and Public Relations Program, handling inquiries and requests for information
• Provides support to the Enrollment & Marketing Manager, assisting with correspondence
• Organize and manages content area files
• Provide assistance in the marketing department with recommendations, as needed
• Communicates with instructors on coursework and student interests
• Ensure timely distribution and collection of course evaluations
• Set up classrooms for instructors, making sure all AV equipment is ready for use
• Handle catering for Info Sessions
• Ensure smooth communication with System Integrations Department, making sure the technical staff understands the needs for our offsite facility
• Recruit instructors for certificate programs
• Negotiate instructor contract compensation per class enrollment
• Coordinate faculty payments
• Prepare instructor contracts for Manager's signature
• Develop projects for program/curriculum to update and add new programs and courses
• Supervised three Customer Service Representatives
• Assisted students in enrollment for Certificate Programs
• Reviewed Registration Forms, Certificate Applications, Purchase Orders and Letter of Credits for Third Party Billing
• Pulled daily financial reports for the department
• Assisted with Open House for the Center for Professional Development
• Coordinated, investigated and resolved client and student billing through extensive follow-up and cross- functional communications
• Created and implemented internal collection processes that decreased Days Sales Outstanding and fees for collections agencies
-Ajilon Finance(Temporary)
-Chevy Chase Bank, 7926 Jones Branch Drive, McLean, VA 22102 Credit Specialist
Line
February 2002 to June 2002
• Managed accounts 0-120 days delinquent: primary accounts, 60-day accounts
• Printed portfolio reports 0 - 120
• Printed and reviewed statements with customers
• Worked settlements on accounts
• Pulled CBI reports
• Skip traced; processed collections letters for 60 - 120 days delinquent accounts
• Analyzed accounts for reinstating after they are current Collections Specialist
February 2001 to February 2002
• Managed accounts 0-120 days delinquent in a portfolio of over 1500 accounts on Auto-Loans
• Researched of unapplied payments
• Provided training and monitoring of new Collectors
• Resolved customer's financial issues with counseling
• Some light work on recovery and bankruptcy accounts
• Printed weekly reports for Front End Collectors, over viewing Front End Collectors team goals
-Cypress Communications, 15 Piedmont Center, Suite 610, Atlanta, GA 30305 Accounts Receivable Specialist
Los Angeles markets
May 2000 to January 2001
• Managed accounts 60-120 days delinquent and also Bad Debt Write-offs
• Assisted in the approval of collection letters
• Pulled reports on Dunn & Bradstreet (D&B); in charge of write-offs before sending to collection agencies for the Los Angeles markets
• Posted payments to Mas90, generated reports for Days Sales Outstanding
• In charge of compiling a Top 20 list and turning it over within a two-week time period
• Researched issues with customers, credits, incorrect billing and overview of some customer contracts
• Trained new employees and performed field visits to customers with unresolved issues
-Ajilon Finance(Temporary)
-Burch-Lowe, Inc., 5710 Riverview Road, Mableton, GA 30126 Account Manager
September 1999 to May 2000
• Managed accounts 0-120 days delinquent and collected on accounts 30-120 days delinquent
• Provided credit approval and set up new accounts; pulled reports on D&B
• In charge of service charge adjustments on accounts; printed daily invoices and monthly statements.
• Updated insurance certificates and billing address changes, and also assisted with legal procedures, as necessary
Education
Norfolk State University - Norfolk, VA
Skills
• Excel (10+ years)
• JAMIS (Less than 1 year)
• Lotus 1-2-3 (Less than 1 year)
• Microsoft Access (6 years)
• Microsoft Excel (8 years)
• Mortgage Loan
• Operation
• P&L
• Financial Services
• Journal Entries
• Portfolio Management
• Microsoft Word
• Microsoft Powerpoint
• Microsoft Office
• Microsoft Outlook
• Accounting software
• Management
• Supervising experience
• General ledger reconciliation
• Analysis skills
• Sales
• Account management
• Leadership
• Accounts receivable
• Accounts payable
• Account reconciliation
Awards
Choice Awards
April 2021
Additional Information
COMPUTER KNOWLEDGE
Windows 00, WordPerfect 6.0, Microsoft Word, Microsoft Excel, Microsoft Access, MS Office: Word, Access, PowerPoint, Excel, Outlook. Corel WP 7.0,Lotus 1-2-3, Ami-Pro 3.0, JAMIS
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