Christopher L. Ursua

• Exercised versatility in fast-paced, agile work environments.
• Defined team directions and provided guidance to members.
• Managed and resolved incidents according to service agreements.
• Coordinated and managed various programs or projects to achieve established objectives.
• Balanced competing priorities through deliberate project and time management practices.
• Leveraged specialized knowledge to act as subject matter expert within organization.
• Identified opportunities to enhance specialization resulting in increased efficiency.
• Set specific goals for projects to measure progress and evaluate end results.
• Organized client meetings to provide project updates.
• Wrote and submitted reports on industry trends, prompting managers to develop business plans.

· Analyzes data to recognize trends and delivers appropriate information to Management and teams regarding operational productivity, loan quality, pricing, delinquency, products and other factors.

· Handles escalated customer complaints and insights effectively and efficiently in accordance with company guidelines. Listens attentively to customers’ needs, uses empathy, and effective interpersonal skills to resolve or address an issue.

· Works with LPO’s, and other strategic contacts to provide best customer service and communicates regularly with needed teams regarding successes and challenges. Maintains profitable and respective relationships with all teams. Acts with integrity and mutual interest to promote a cooperative and harmonious relationship

· Trains and develops a team of up to 10 people to perform to established standards and service levels. Creates an environment of achievement and accountability for the team to deliver desired results and behaviors.

· Ensures quality of operations and regulatory compliance through direct and indirect monitoring. Recommends adjustments and takes reasonable action on lending strategies, procedures, or operations to provide memorable and great customer service.

· Ensures lending ‘Standard Operating Procedures’ are current, accurate and that all operational processes are documented appropriately. Regularly reviews, updates, revises or creates SOP documentation in accordance with company, Federal and State lending laws and guidelines.

• Utilize guidelines, standard operating procedures and pricing for all Pioneer and MidCountry portfolios.
• Inspected financial statements, credit information and title data to complete underwriting process.
• Used data analytics and pricing tools to price policies and identify actionable insights for customers.
• Exhibit understanding of underwriting processes including critical thinking and weighing risk vs. return for all lending decisions
• Expert in explaining denial reasons to customers and explain how the outcome could change in the future
• Ensures that the necessary electronic documents are complete and accurate while being alert for fraudulent applications and information
• Gathered and analyzed information to determine risk acceptability.

• Making recommendations regarding final approval of retailer, performing price analysis and ensuring that all documentation is completed and carried out.
• Conducting service calls (TLC) with retail merchants focused on educating merchant staff on the quality of products and services offered, and addressing questions and/or objections.
• Conducting retail partner training in a timely manner and executed according to contract specifications and guidelines, communicating any process changes or technical updates to all retail partners.
• Reviewing turn-downs and underwriting decisions on a regular basis to identify retailers who may need additional training or to be re-evaluated, as well as handling any necessary internal recommendations for underwriting.
• Helping to identify and resolve any account settlement, reconciliation issues, or contract buy backs making sure all items are handled in a timely manner and knowing how to address any escalated issues.
• Assisting in purchasing contracts and filing as necessary, making sure all necessary follow up is completed with the retailer and that daily timelines are met.
• Performing other duties that benefit the team (system testing, merchant communications, annual dealer analysis, etc.