Delzine Bruce
West Reading,USA
Summary
Dynamic leader with a proven track record at Santander Bank, adept in enhancing collections operations and risk management through meticulous policy updates and system implementations. Recognized for exceptional multitasking and organizational skills, alongside basic accounting acumen, culminating in a Top Performer award in 2017. Demonstrates a steadfast commitment to achieving and surpassing employer goals. A committed student eager to leverage exceptional communication and interpersonal skills in a professional setting. Possesses experience in data entry and money handling. Capable of quickly memorizing product details and fostering strong customer relationships. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
29
29
years of professional experience
Work History
Associate, Default Collateral Risk, Portfolio Management
Santander Bank
Reading, USA
01.2022 - 12.2024
- Reviewed, updated, and made recommendations on the first business lines consumer and credit cards letters, policies, procedures, and job aids to ensure all the required standards and controls are current on the final documents prior to adding them to the shared drives
- Attended weekly credit card migration meetings to Debt Manager bank system platform; gave recommendations and suggestions on specifics step by step processes as they relate to the business lines policies
- Attended third-party vendors monthly meeting, gave recommendations and suggestions as needed
- Attended all Risk Control Self-Assessment (RCSA) weekly meetings, to ensure all the important processes identified while accessing the key operational risks and the effectiveness of the controls in place
- Attended Triage weekly meetings
- Group effort assistance in updating the Default Collateral Risk (DCR) Portfolio Management Standard, along with the Director and team, to ensure all the changes are in the current format for the daily operations
- Reviewed and updated the Policy Assurance in the Verum bank’s application for all the business lines, ensuring all the documented requirements are accurately uploaded with the appropriate policy descriptions and are aligned with the business lines operational activities
- Reviewed and tested Consumer Loan Modifications, the Right of Offset (Right to Cure), Secured Loans and Unsecured Line of Credits Extension processing, credit cards approved settlements, consumer calls and Delegated Authority for the credit cards approval on the settlement amounts
- I recommended the testing on the Right of Offset, created the template, and prepared the questionnaire for the review and testing
- Adjusted the department Process Guides on the consumer products to reflect the new operational system platform for the Debt Manager Collection System updates
- Also updated the Process Guide on the Security Review Quarterly Folder
- On a quarterly basis prepared and adjusted the Security Review Folder for the department
- Prepared instructions on how to navigate and retrieve archived accounts on the newly developed collections platform, Debt Manager System
Collections Team Manager/Operations Manager, Collections Department
Santander Bank
05.2012 - 01.2022
- Monitored team members’ workflow and helped them with the general and daily collections techniques
- Trained and mentored new team managers; also introduced a newly hired Director to the products and systems
- Ensured that all the assigned controls for Collections Operations updated daily and monthly including Cease Communications and the Correspondence entry log
- Reviewed and adjusted Policies and Procedures on the collections’ products and activities
- Ensured that the Credit Cards and Recovery Policies and Procedures are updated for internal audit review
- Experience in preparing workflow; setting up predictive dialers for consumer and mortgage for the daily operational activities
- Monitored the collections on the Savings and Certificate of Deposit Loans
- Ensured the redemption and liquidation completed
- Conducted interviews for direct hires and temporary candidates; made business decisions on suitable candidate placement
- Trained new hires and administered disciplinary action
- Prepared meeting agendas; conducted monthly team meetings
- Coordinated and discussed mid and end of year goals and reviews to my direct hires
- Helped with customers’ inquiries and executive complaints
- Monitored other specialized account portfolios; credit cards assignments and any additional duties assigned
- Helped team members with minor system issues and adjustments
- Readily helped other managers with workflow, unfamiliar work assignments and written summaries by seeing the process through and ensuring that they fully understand the concepts
- I wrote and reviewed policies and procedures on various products and system navigation
- Consulted with Default Collateral Risk on natural disaster assistance for customers when needed
- Ensured that all the collections controls in place are followed; updated to meet standards
- In 2013 I completed a leadership and management skills six (6) weeks course
- In 2017 was Awarded Certificate of Achievement for the Top Performer
- March 2021 was recognized for the Women’s History Month panel for newsletter update, promoting Women’s History Month and its impact throughout the Bank
- 2022 assisted with the implementation of the Collections Debt Manager Platform for the Bank’s Collections Operations Department
Early-Stage Collections – Collections Specialist
Santander Bank
08.2006 - 05.2012
- Collected on consumer loans, overdrawn accounts, and mortgages
- Monitored and collected on Savings and Certificate of Deposits Loans
- Assisted with prior peer-to-peer interviews
- Trained and mentored new hires
- Coordinated and issued monthly team meeting minutes
Senior Collector
Boscov's Department Store
Reading, USA
08.1995 - 08.2006
- Collected on credit cards and returned insufficient funds checks
- Managed the higher delinquent portfolio
- Trained and mentored new hires
- Met with the Director on a quarterly basis to review customers’ files for attorneys and collections agencies placements
- Also, I met regularly with attorneys on file handling and decision-making
- Conducted monthly department meetings
- Prepared and processed payments
- Occasionally assisted with customer service issues
- Made recommendations on approving instant credit applications
Education
Master’s Degree - Ethics and Compliance
Cambridge College
Boston, MA06.2023
Bachelor’s Degree - Business Management
New England College of Business and Finance
Boston, MA05.2014
Associate’s Degree - Business Management
Reading Area Community College
Reading, PA05.2009
Diploma - Executive Secretarial Management
Alpha Business College
Kingston, JamaicaHigh School Diploma -
Convent of Mercy Alpha Academy
Kingston, JamaicaSkills
- Preparing reports
- Issue resolution
- Basic accounting
- Data entry
- Service assistance
- Multitasking and organization
References
Upon Request
Volunteer Experience
Assistant Chairperson, Centerport Municipal Borough, 06/01/17, 08/01/24
Timeline
Associate, Default Collateral Risk, Portfolio Management
Santander Bank
01.2022 - 12.2024
Collections Team Manager/Operations Manager, Collections Department
Santander Bank
05.2012 - 01.2022
Early-Stage Collections – Collections Specialist
Santander Bank
08.2006 - 05.2012
Senior Collector
Boscov's Department Store
08.1995 - 08.2006
Master’s Degree - Ethics and Compliance
Cambridge College
Bachelor’s Degree - Business Management
New England College of Business and Finance
Associate’s Degree - Business Management
Reading Area Community College
Diploma - Executive Secretarial Management
Alpha Business College
High School Diploma -
Convent of Mercy Alpha Academy
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