Jared Falk

• Developed and expanded cross-department functionality, creating accountability and service level expectations that supported performance metrics.
• Enhanced customer satisfaction by resolving disputes promptly, maintained open lines of communication, and ensured high-quality service to consumers, vendors, and company peers alike.
• Identified key call performance metrics to develop policy and strategy consistent with company direction and expectations to elevate call efficiency and queue penetration.
• Aligned all loan servicing efforts across multiple departments to minimize risk and potential loss exposure as well as reducing or eliminating recovery expenses.
• Optimized company technology and resources to achieve year over year growth in call volume and collection efficiency.
• Empowered front line staff, department leads, and supervisors to collaborate, contribute, and execute strategies within their respective departments to achieve success and promote individual growth.
• Designed and maintained multiple financial hardship channels to allow consumers the opportunity to create open dialogue with the company and communicate potential obstacles for staff to proactively review and identify solutions.
• Orchestrated multiple system conversions to reduce operational costs, expand operational efficiency and provide clear, simple payment solutions to the customer.

Consulted with clients to formulate and implement dynamic and cost-effective talent acquisition strategies to source and onboard new hire candidates.

• Created and sometimes, revised company talent retention strategies and programs to boost employee engagement and satisfaction by adopting methods consistent with company culture and philosophy.
• Facilitated smooth transitions between different insurance carriers when necessary, minimizing disruptions for both employers and employees alike.
• Evaluated existing benefit programs through regular audits, identifying solutions to improve employee participation and identify potential cost savings opportunities.
• Coordinated and executed open enrollments by partnering with company stakeholders and various insurance and benefits providers.
• Demonstrated understanding and balance of market factors, carrier requirements and guidelines to solve employer and employee pain points within existing benefits programs.
• Nurtured key partnerships with national brands to further expand available services and diversify a company's benefit offerings.

• Led daily business operations of all consumer loan servicing and collection activities in a hybrid environment, managing a robust internal and outsourced staff.
• Analyzed department performance against peer and industry benchmarks and formulated findings into various presentations and reports for senior management review and discussion.
• Developed collection strategies and processes to identify concerning portfolio trends and properly reallocate and deploy staff and resources as needed.
• Consulted with department heads to communicate patterns and trends that carried potential negative impact into business operations outside of normal department purview.
• Authored business plans and departmental initiatives based upon historical data, market conditions, and lending strategies to project future outcomes and capacity for growth and delinquency risk.

• Devised strategies for workflow management and operational efficiency by conducting regular data validation projects, regression testing, and quality assurance initiatives.
• Led various work stream groups for deposit operations and branch network groups providing key support in areas of operational data processing, product creation and implementation, system analysis and reporting functionality.
• Collaborated with Business Development operatives to fulfill existing and potential membership solution requests for creation or enhancement of new and existing products and services.
• Supervised timely processing and execution of ACH and check transactions, including all payroll deployment across pay card and direct deposit channels.
• Created and upheld procedures and internal controls to ensure alignment with company policy regarding risk management and regulatory compliance.
• Established and promoted department reporting protocols to ensure transparent and accurate reporting of all operational tasks performed.

• Evaluated the loan portfolio for existing and potential risks, and developed effective collection strategies to manage, minimize, and eliminate risk and exposure to loss.
• Reviewed department processes for inefficiencies in data interpretation, vendor performance, staff effectiveness, and overall response to market conditions, and devised corrective strategies to implement impactful changes.
• Addressed operational gaps in reporting and functionality by leveraging new technologies and fostering cross-departmental planning and relationships.
• Assumed control of the quality assurance program, taking on additional responsibilities to ensure accurate oversight and involvement in pre- and post-funding audit reviews for all Fannie Mae and Freddie Mac mortgage loans.
• Led monthly meetings with the executive team to report and discuss impacts on delinquency, losses, audit findings, loan loss provisions, and other relevant data within the scope of the department.