Delzine Young Bruce
West Reading,PA
Summary
Dynamic professional with extensive experience at Santander Bank in risk management and collections. Proven track record in policy development and team leadership, enhancing operational efficiency and compliance. Adept at training and mentoring staff, while driving process improvements. Skilled in documentation and customer service, ensuring high standards in all operational activities.
Overview
29
29
years of professional experience
2024
2024
years of post-secondary education
Work History
Associate, Default Collateral Risk, Portfolio Management
Santander Bank
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 are 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.
Early-Stage Collections – Collections Specialist
Santander Bank
08.2006 - 05.2012
- 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 is 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.
- 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
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, MABachelor's Degree - Business Management
New England College of Business and Finance
Boston, MAAssociate's Degree - Business Management
Reading Area Community College
Reading, PAExecutive Secretarial Management Diploma - undefined
Alpha Business College
High School Diploma - undefined
Convent of Mercy Alpha Academy
Skills
Risk Management
Collections
Policy Development
Team Leadership
Process Improvement
Compliance
Training
Customer Service
Operations Management
Documentation
Accomplishments
- Certificate of Achievement for Top Performer, 12/01/17
- Recognition for Women's History Month panel contribution, 03/01/21
- Leadership and Management Skills Course Completion, 12/01/13
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
Bachelor's Degree - Business Management
New England College of Business and Finance
Associate's Degree - Business Management
Reading Area Community College
Executive Secretarial Management Diploma - undefined
Alpha Business College
High School Diploma - undefined
Convent of Mercy Alpha Academy
Master's Degree - Ethics and Compliance
Cambridge College