Ernest (Ernie) LaRoche

• Directed loan servicing operations, improving processing accuracy and customer account resolution.
• Led compliance initiatives supporting federal student loan regulations and audit readiness.
• Oversaw delinquency management workflows to strengthen portfolio performance and repayment outcomes.
• Partnered with finance and operations teams to refine servicing policies and controls.
• Managed cross-functional projects for system enhancements, reporting, and process standardization.
• Evaluated operational risk and implemented corrective actions to reduce servicing errors.
• Mentored managers and staff, building accountability and consistent execution across teams.
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
• Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
• Established team priorities, maintained schedules and monitored performance.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.

• Retired from Financial Services after 47 years. Looking for part time work to help and support my community.

• Directed daily operations to ensure consistent member service and policy compliance.
• Coached staff on service standards, procedures, and product knowledge.
• Monitored workflow performance and resolved operational issues promptly.
• Reviewed reports to identify trends, risks, and process improvements.
• Ensured adherence to regulatory requirements and internal control procedures.
• Supported escalation handling for complex member inquiries and account issues.
• Maintained professional, organized, and safe environment for employees and patrons.
• Controlled costs to keep business operating within budget and increase profits.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.

• Implemented process improvements that strengthened quality assurance and reduced operational inefficiencies.
• Partnered with compliance teams to maintain adherence to regulatory and client requirements.
• Developed training and escalation procedures to improve issue resolution and team consistency.
• Led collections operations to improve account recovery, compliance, and customer experience.
• Managed supervisors and staff across call center workflows, coaching performance and accountability.
• Analyzed portfolio trends to refine recovery strategies and prioritize high-value accounts.
• Reviewed key performance indicators to identify gaps and drive consistent team results.
• Provided strong leadership to enhance team productivity and morale.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Implemented and developed operational standards, policies and procedures.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.

• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
• Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
• Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
• Implemented risk management framework, mitigating potential threats to project success and company operations.
• Partnered with compliance teams to maintain adherence to regulatory and client requirements.

• Led credit card portfolio strategy to improve acquisition, retention, and profitability.
• Directed cross-functional teams across risk, marketing, operations, and finance.
• Oversaw pricing, credit policy, and underwriting decisions for consumer card products.
• Evaluated portfolio performance and adjusted strategies using customer and revenue analytics.
• Partnered with compliance teams to maintain alignment with regulatory requirements.
• Advised senior leadership on market trends, risk exposure, and strategic planning.
• Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
• Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges.
• Strengthened relationships with key stakeholders, fostering trust and collaboration across the organization.
• Developed, coached and provided feedback to top-performing teams using strong leadership and analytical thinking skills.
• Influenced organizational change initiatives that resulted in significant improvements in workplace efficiency and employee satisfaction.
• Established and maintained strong relationships with customers, vendors and strategic partners.
• Communicated business performance, forecasts and strategies to investors and shareholders.
• Implemented and developed operational standards, policies and procedures.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.

• Directed daily banking operations to ensure compliance with internal policies and regulatory requirements.
• Coordinated with branch and lending staff to resolve account discrepancies and service issues.
• Reviewed financial documentation for completeness, consistency, and adherence to lending standards.
• Supported management decisions by preparing reports on portfolio activity and operational performance.
• Monitored risk indicators and escalated exceptions for timely resolution and loss prevention.
• Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
• Increased efficiency by streamlining processes and implementing new software tools for the team.
• Optimized resource allocation by analyzing operational needs, reallocating resources as needed to maximize efficiency across all functions.
• Trained and guided team members to maintain high productivity and performance metrics.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Reported issues to higher management with great detail.
• Assisted in recruiting, hiring and training of team members.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Provided strong leadership to enhance team productivity and morale.

Emergency Management and Continuity of Business courses attended