James Jackson
Burleson,TX
Summary
Results-driven Vice President of Loan Servicing with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations. Over 27 years of management experience with 25+ years in auto loan servicing and leadership at various levels.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Vice President of Loan Servicing
Tricolor Auto Group
03.2020 - 08.2022
- Accountable for all collection activities including early and late stage day to day operations
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Implemented a new call model including collection scripting and compliance requirements
- Revamped the Quality Assurance process with emphasis on call quality and agent scoring and performance
- Partnered with offshore vendor in Guadalajara, Mexico site for training, development, and production goals for the collection teams
- Reviewed daily reports to monitor department success and opportunities
- Founded performance- and merit-based evaluation system to assess staff performance.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Established collection target goals and developed initiatives to ensure company success
Vice President of Loan Servicing
Santander Consumer
04.2012 - 03.2020
- Daily Oversight for the following departments over 8 year period: Collections, Titles, Insurance, Impounds, Account Services, and Customer Service
- Responsible for monitoring staffing levels and maintaining department budget along with various reporting looking for performance outliers as well as threats/opportunities
- Ensure all collection activity is in compliance with state and federal laws
- Partnered with offshore sites for training, development, and production goals
- Maintain a comprehensive working knowledge of all systems and updated policies and procedures
- Administer disciplinary action as needed
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Cultivated company-wide culture of innovation and collaboration.
- Established performance goals for department and provided methods for reaching milestones.
Assistant Vice President of Loan Servicing
Santander Consumer
11.2009 - 03.2020
- Supervise, train, and develop Mid Range and Back End Managers concerning collection skills and analyzing reports to maximize production efforts
- Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
- Implement daily, weekly, and monthly strategies necessary to achieve department and company goals and objectives
- Ensure all collection activity is in compliance with state and federal laws
- Successfully monitor and maintain delinquency and charge off levels
- Maintain a comprehensive working knowledge of all systems and updated policies and procedures
Collections Manager
Triad Financial
03.2002 - 10.2009
- Managed a staff of 100+ Supervisors and Loan Service Rep involving 46+ day past due delinquency
- Created collection strategies, review reports, and analyze trends in order to forecast results
- Hired, trained, and developed staff from the Loan Service Rep to Supervisor level
- Performed yearly reviews to ensure and maintain top performance
- Involved in numerous projects utilizing the Six Sigma methodology
Collections Manager
Transouth Financial
03.1997 - 03.2002
- Managed a staff of 8-14 employees responsible for all collection activities from 30-150 days delinquent
- Established various collection strategies to ensure monthly goals were met and exceeded
- Evaluated collection staff's work performance by creating reviews and conducting feedback sessions
- Heavily involved in employee training and new hire interviewing
- Researched accounts and completed due diligence to resolve collection problems.
Education
B.A. - Political Science
Texas Tech University
1992
Skills
- Coaching and Mentoring
- Portfolio Management
- Microsoft Office
- Conflict Resolution
- Policy and Procedure Development
- Performance Metrics Analysis
- Relationship and Team-Building
- Critical Thinking
- Strategic Planning
- Public Speaking
- Performance Monitoring
- Process Improvement
Certification
- Management by Commitment
- Six Sigma Green Belt certified
- Toastmasters public speaking
Timeline
Vice President of Loan Servicing
Tricolor Auto Group
03.2020 - 08.2022
Vice President of Loan Servicing
Santander Consumer
04.2012 - 03.2020
Assistant Vice President of Loan Servicing
Santander Consumer
11.2009 - 03.2020
Collections Manager
Triad Financial
03.2002 - 10.2009
Collections Manager
Transouth Financial
03.1997 - 03.2002
B.A. - Political Science
Texas Tech University
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