Heather Medrow
Wilmington,DE
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
Work History
Outside Collection Agency Compliance Manager
PAYPAL, INC.
11.2022 - Current
- Manage and oversee all compliance aspects for 25 outside vendors including third-party Outside Collection Agencies, Debt Buyers, and Attorneys according to PayPal’s policies and regulations
- Review and maintain monthly data on approximately 700 complaints/inquiries for all third-party vendors for North America and EMEA
- Responsible for administering and reviewing annual compliance audit for 25 third party vendors
- Create and manage internal controls for third-party department
- Draft and review 8 work instruction policies for third-party team
- Prepare quarterly slides for Global Complaints Management Program
- Established and monitored compliance procedures to provide consistent implementation across departments.
Manager of Litigation Management
PAYPAL, INC.
05.2017 - 11.2022
- Company Overview: formerly Swift Capital
- Managed full account lifecycle for ~ 1,500 accounts outsourced to external counsel and maintained working knowledge of files
- Evaluated if each account is a good candidate for arbitration, enforced judgement, and made decisions on strategies for processing on bankrupt accounts
- Provided testimony during arbitrations and delivered Subject Matter Expertise for all commercial accounts
- Negotiated settlements and repayment terms with attorneys
- Recovered $14.2M on charged off accounts
- Participated in 2 RFPs for a new third-party attorney
- Reviewed and drafted 21 work instruction policies for the department
- Collaborated with in-house counsel to transition the billing system from one platform to OnIT
- Trained and mentored team members on emerging technologies
- Successfully created multiple case queues for bankruptcy notices, UCC demand inquiries, and other legal and business documents requests, resulting in improved efficiency and more rapid responses
- Supervised a team of 4 comprised of 2 Legal Coordinators, 1 Legal Collector, and a Legal Administrator
- Prepared, reviewed, and approved subordination and subpoena requests
- Awarded a Key Talent Award in 2020 in recognition of skills, talents, and contributions to the company
Funding Team Lead
PAYPAL, INC.
01.2017 - 04.2017
- Managed a team of 4 Funders responsible for funding over $50M each month, coordinated staff schedules, monitored paid time off and employee attendance
- Created and administered monthly feedback and performance evaluations for the funding team to determine team member qualification for monthly incentives
- Answered more than 100 inquiries per month relative to funding and statement processing
- Formerly Swift Capital
Quality Assurance Analyst
PAYPAL, INC.
08.2015 - 01.2017
- Ensured each department complied with company policies and regulations by reviewing 100-125 accounts a month and providing feedback on each account.
- Monitored 50-75 calls for cross-functional departments to ensure high levels of quality, then reported findings to the manager of each department
- Investigated applications and bank statements to detect fraud
- Wrote and published a quarterly newsletter to keep employees informed of changes in a rapidly growing environment
Senior Underwriter
PAYPAL, INC.
02.2015 - 08.2015
- Oversaw 5 to 8 Underwriters and provided authorization of the team’s underwriting files
- Utilized the company’s software and technology to make informed credit and risk management decisions
- Served as Subject Matter Expert in the analysis of financial statements and public records to support other Underwriters
- Trained and coached new employees to acclimate new hires to the work environment
Underwriter
PAYPAL, INC.
07.2013 - 02.2015
- Reviewed applications from small businesses for merchant and business cash advances and lines of capital
- Conducted phone interviews with small business owners, property owners, and vendors on a daily basis
- Analyzed bank statements and financial reports to determine creditworthiness and financial strength
- Booked more than $20M in merchant and business cash advances
- Consistently met or surpassed all goals and was promoted to various leadership positions for exhibiting strong performance, dedication, and work ethic
Underwriter
ACE USA
08.2012 - 07.2013
- Efficiently serviced US portion of Foreign Multi-national accounts by preparing and executing negotiated quotes, policies, and endorsements
- Served as technical underwriting Subject Matter Expert for financial lines coverage analysis, exposure / hazard evaluation, pricing, and measures or actions to reduce potential loss
Senior Underwriter
STARR COMPANIES
03.2009 - 08.2012
- Collaborated with brokers to acquire more than $5M in sales premium
- Negotiated insurance policies with brokers, striving for 100% client satisfaction for directors’ and officers’ liability, employment practices liability, fiduciary liability and commercial crime & fidelity
Education
Bachelor of Science - Business Management
WEST CHESTER UNIVERSITY
West Chester, PASkills
- Leadership
- Supervisory Skills
- Team Collaboration
- Recovery & Litigation
- Financial Analysis
- Third Party Management
- Process Improvement
- Negotiation Skills
- Policy Development
- Organization Skills
- Time Management
- Tenacious Work Ethic
Timeline
Outside Collection Agency Compliance Manager
PAYPAL, INC.
11.2022 - Current
Manager of Litigation Management
PAYPAL, INC.
05.2017 - 11.2022
Funding Team Lead
PAYPAL, INC.
01.2017 - 04.2017
Quality Assurance Analyst
PAYPAL, INC.
08.2015 - 01.2017
Senior Underwriter
PAYPAL, INC.
02.2015 - 08.2015
Underwriter
PAYPAL, INC.
07.2013 - 02.2015
Underwriter
ACE USA
08.2012 - 07.2013
Senior Underwriter
STARR COMPANIES
03.2009 - 08.2012
Bachelor of Science - Business Management
WEST CHESTER UNIVERSITY
Similar Profiles
Andres CarrasquilloAndres Carrasquillo
Software Engineer II at PayPal, Inc.Software Engineer II at PayPal, Inc.
Bryan BoyleBryan Boyle
Business Funding Expert - Working Capital at PayPal, Inc.Business Funding Expert - Working Capital at PayPal, Inc.
Mario HernandezMario Hernandez
Sr. Manager, Third Party Risk Management Oversight (SLoD) at PayPal, Inc.Sr. Manager, Third Party Risk Management Oversight (SLoD) at PayPal, Inc.