Jason Claiborn
Prospect,CT
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
17
17
years of professional experience
Work History
Call Center Manager
Universal Component Lender Services
Rocky Hill, CT
10.2021 - Current
- Coach team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Assisted in development and implementation of company system of record
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Developed and implemented call monitoring process
- Developed quality assurance standards and established targets for all staff.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Analyze and maintain data for senior management and client review
- Cultivated and maintained new client relationships to ensure adherence to signed contracts
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Senior Quality Assurance Analyst
The Money Source
Meriden, CT
04.2020 - 10.2021
- Perform monthly client oversight audits to ensure federal regulations are followed across all serviced loan types
- Work directly with audit companies and external clients to determine audit scopes and timetables
- Support internal teams through oversight to guarantee responses, action plans, and timelines are met
- Assist in creating and performing ad hoc audits on designated departments and processes as needed
- Oversee company compliance call monitoring process and offshore staff
- Facilitate monthly call calibration conferences with all customer facing department management
- Provide detailed analysis to compliance management on calls resulting in borrower complaints to ensure adherence to federal and state guidelines
- Contribute on large scale federal and state audits as requested
Call Center Manager
The Money Source
Meriden, CT
04.2018 - 04.2020
- Effectively supervised day-to-day activities of mortgage servicing customer service department in a multi-facility environment
- Hired, trained, and developed leadership team to promote company initiatives and department goals to down line staff
- Handled senior level borrower escalations and complaints in accordance with federal regulations and company standards
- Worked in conjunction with information technology team and dialer analyst to determine inbound call coverage and outbound call strategies
- Analyzed monthly and daily dialer systems reports to confirm maximum efficiency
- Developed and implemented team competitions and events to encourage performance and unity
- Assisted in facilitating training to all company customer facing staff members
Collections Supervisor
The Money Source
Meriden, CT
12.2015 - 04.2018
- Ensured implementation of department procedures to accommodate investor and/or insurer changes and updates
- Managed the Collection’s staff’s inbound and outbound calling queues via an automated system
- Designed and distribute staff workload to ensure proper coverage of delinquent portfolio per investor and/or insurer guidelines
- Reviewed defaulted files for applicability of a foreclosure referral or loss mitigation offerings
- Handled all escalations and complaints to borrower and/or Senior Management satisfaction
- Analyzed and report delinquency trends and strategies to senior management on a weekly or as needed basis
- Performed weekly staff huddles that provide information, direction, and individual or team recognitions
- Produced monthly stats report for each staff member and discuss via one-on-one meeting
Senior Operations Analyst
Start Community Bank
New Haven, CT
12.2010 - 12.2015
- Analyze and review daily external and internal processing entries across business lines
- Manage and process legal inquiries sent to financial institution including tax levy’s, judgments, garnishments, and subpoenas
- Create, submit, and maintain Currency Transaction Reports and Suspicious Activity Reports on behalf of financial institutions and monitor financial crimes management alerts on an ongoing basis
- Investigate, review, and initiate domestic and international wire transfers
- Review, process and maintain customer regulation E claims and regulation D violations
- Work in conjunction with various external auditors to complete mandated deposit operations audits throughout the calendar year
- Work in combination with BSA Officer to ensure bank met all compliance guideline and standards
- Complete quarterly cash and card stock audits
Senior Default Analyst
Webster Bank
Cheshire, CT
11.2009 - 12.2010
- Managed liquidating residential loan portfolio to obtain various resolutions and/or conclusions within the Fair Debt Collection practices
- Contacted delinquent mortgage customers and conducted financial loan reviews in an effort to cure delinquency
- Worked in conjunction with loss mitigation department and senior management to reduce financial risk and losses
- Created, documented, and maintained special forbearance and collection agreements for delinquent mortgage customers
- Sent demand notification and review credit reports to assist in referring loans for various legal actions
Market Loss Prevention Investigator
CVS Caremark
Bristol, CT
10.2008 - 11.2009
- Completed loss prevention audits in three districts (fifty stores) on a monthly basis
- Executed internal and external investigations based on visual and video surveillance, system reports, and store level employee interaction
- Worked in conjunction with authorities to prevent or recover lost or stolen store or pharmacy merchandise
Compliance/Risk Analyst
Webster Bank
New Britain, CT
05.2007 - 07.2008
- Conducted quarterly Sarbanes-Oxley testing/auditing using documented entity wide and departmental Key Controls
- Aided in application of AS5 and SEC guidance to corporate and lines of business Sarbanes-Oxley documentation
- Assisted in tying Key Controls to risk-based assessment of financial statement line items, disclosures, and line of business units
- Collaborated with line of business to ensure that updates of their Sarbanes-Oxley documentation adhere to the corporate standard for content and format
Education
Southern Connecticut State University
New Haven, CTWestchester Community College
Valhalla, NYCharter Oak State College
New Britain, CTSkills
- Employee Motivation
- Performance Updates
- Staff Training
- Call Center Customer Service
- Quality Controls
- Escalation Management
- Policy Administration
- Report Preparation
- Team Coaching
- Hiring and Training
Timeline
Call Center Manager
Universal Component Lender Services
10.2021 - Current
Senior Quality Assurance Analyst
The Money Source
04.2020 - 10.2021
Call Center Manager
The Money Source
04.2018 - 04.2020
Collections Supervisor
The Money Source
12.2015 - 04.2018
Senior Operations Analyst
Start Community Bank
12.2010 - 12.2015
Senior Default Analyst
Webster Bank
11.2009 - 12.2010
Market Loss Prevention Investigator
CVS Caremark
10.2008 - 11.2009
Compliance/Risk Analyst
Webster Bank
05.2007 - 07.2008
Southern Connecticut State University
Westchester Community College
Charter Oak State College
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