Inspirus Credit UnionMember Solutions Manager
Dec. 2013 - Aug. 2018Greater Seattle AreaManaged a team of 8, including Collection Specialists, Fraud Analysts, Bankruptcy Specialists, and Titling Personnel. I directed the full-cycle loan servicing process, encompassing risk mitigation, fraud management, and overall security for the consumer loan portfolio. I spearheaded delinquency management from early-stage intervention to resolution, charge-off, and recovery. I also supported executives in making key business decisions by reporting on economic and industry trends. I ensured third-party providers complied with service-level agreements and quality standards and led the development of new talent, fostering their growth into leadership roles within the Lending division. Key Contributions: Intensified Loan Delinquency Resolution & Loss Recovery: Planned and implemented strategic system innovations and policy improvements in the collections and recovery processes, resulting in a more than 2x increase in year-over-year recoveries in 2014 and sustained year-over-year increases above 20% in the following two years. Effective Loss Mitigation: Assessed data to identify causes, indicators, and trends in loan delinquency and charge-offs, revising loan guidelines and collection methods based on findings, effectively mitigating preventable financial losses. Resource-Efficient Operations: Eliminated unused contracted services, renegotiated cost and fee structures with third-party service providers, and established a flat-fee system for bankruptcy actions, reducing service provider operational expenses by 35%.