Gary Jones
Mentor
Summary
Highly motivated leader with over 20 years in customer service and 13 years in collections and lending management. Proven record in building and optimizing customer service models, particularly in high-risk complaints. Expert in process improvement, team leadership, and compliance management. Known for innovative and strategic thinking, adept at enhancing client satisfaction and operational efficiencies.
Overview
16
16
years of professional experience
Work History
Operations Manager
Above Lending
09.2022 - Current
- Developed and implemented a new dialer and strategy, increasing calls per hour by 75%
- Led a team of 10 collection agents, achieving a 250% growth in recovered dollars through strategic script and process improvements
- Streamlined agent tasks, minimizing errors and enhancing customer experience
- Reduced customer response time from 48 hours to less than 2 hours by implementing automation and macros
- Implemented department KPIs to align with company goals and drive performance
Mortgage Lending/Servicing Manager
Cardinal Credit Union
01.2020 - 09.2022
- Led the mortgage origination and servicing team to increase loan volume by 250%
- Created higher servicing level expectations, resulting in a high level of referrals
- Streamlined the lending process, reducing loan approval times from 55 days to under 30 days
- Transitioned all paper loan files into a paperless system
- Created a 1,500+ page procedure manual and lending policies
Collections/Financial Counseling Manager
Cardinal Credit Union
01.2015 - 04.2020
- Reduced 60-day delinquency by 85% within the first year
- Managed loan portfolio delinquency, including various loan types and negative account balances
- Handled all aspects of repossessions, garnishment requests, foreclosures, bankruptcies, and fraud
- Implemented processes to reduce risk and fraudulent loans
- Prepared loan reviews and audits, meeting monthly with lending teams
Specialized Recovery Collections Manager
Greentree Servicing
01.2011 - 01.2015
- Trained and managed a team of eight employees
- Updated state law matrices regarding regulations and statutes
- Worked with compliance and quality management for call audits
- Handled all company disputes, attorney general correspondence, and Better Business Bureau complaints
Recovery Collections Supervisor
Creditors Interchange
01.2009 - 01.2011
- Supervised front-line Chase Bank collections business
- Ranked in the top 3 of competition in liquidation recovery percentage
- Created all call campaigns and skip tracing processes for the team
Education
BS - Organizational Leadership
Cleveland State University
01.2011
Skills
- Loan Servicing
- Bankruptcy Management
- Call Audits
- Call Campaign Management
- Collections Management
- Dispute Resolution
- Financial Counseling
- Negotiation Skills
- Procedure Manual Development
- Process Improvement
- Team Leadership
- Training and Development
- Compliance Management
- Customer Relationship Management
- Consumer Lending
Accomplishments
- Transformative Loan Volume Increase, At Cardinal Credit Union, led the mortgage origination and servicing team to increase loan volume by 250% through visionary leadership and strategic process improvements, resulting in a high level of client referrals.
- Significant Delinquency Reduction, Reduced 60-day delinquency by 85% within the first year at Cardinal Credit Union by applying an analytical and results-driven approach to process implementation, leading to improved financial stability for clients.
- Enhanced Call Efficiency, Developed and implemented a new dialer and strategy at Above Lending, increasing calls per hour by 75% through innovative and experimental approaches, leading to a 250% growth in recovered dollars.
Personality Strengths
- Experimental - Open to new, innovative approaches
- Flexible - Adaptable while maintaining stability and success
- Engaged - Excels in teams and one-on-one interactions
- Considerate - Balances personal needs with empathy for others
- Composed - Remains calm under pressure
Timeline
Operations Manager
Above Lending
09.2022 - Current
Mortgage Lending/Servicing Manager
Cardinal Credit Union
01.2020 - 09.2022
Collections/Financial Counseling Manager
Cardinal Credit Union
01.2015 - 04.2020
Specialized Recovery Collections Manager
Greentree Servicing
01.2011 - 01.2015
Recovery Collections Supervisor
Creditors Interchange
01.2009 - 01.2011
BS - Organizational Leadership
Cleveland State University