Jean Ranney
Eugene,OR
Overview
16
16
years of professional experience
Work History
Manager, Collection Operations
PenFed Credit Union
10.2014 - Current
- Oversees repossession department, consumer collections and real estate collections staff, both with on sight personnel and remote agents
- Manage employee relations, communicates policy and procedures in regards to employee benefits, FMLA and Covid administrative leave
- Manage employees with problem resolution, work closely with HR in regards to solving employees concerns
- Interview and hire new staff, discuss payroll/benefits
- Stay up to date on changing HR policies and procedures, communicate effectively with staff in regards to any updates
- Manage daily assigned tasks and unit employees to include, but not limited to, recruitment, scheduling, task completion, assist line call optimization, performance evaluations, and provide guidance on highly complex issues
- Receive and resolve escalated member calls and Executive Correspondence concerns; ensure quality member service with each interaction
- Assist team members in the resolution of complex member account problems and/or questions, making decisions as appropriate in a professional, accurate and timely manner
- Implement performance management, including coaching on a regular and frequent basis, counseling, employee discipline
- Frequent interaction with staff including setting job expectations for all assigned team members and participating in personal development opportunities
Supervisor 1st Trust Mortgages
PenFed Credit Union
08.2012 - 10.2014
- Monitors mortgage consultants who are answering the Mortgage Consultant Line, review files for pre-purchase consultants and provide guidance to staff on directing members to the correct department and answering questions regarding mortgage products
- Supervise a team of loan processors, ensuring that 1st trust mortgages are being processed in a timely fashion
- Monitors loans in process to determine any deviation from standard processing time and to take appropriate actions including notifying manager for alternatives to ensure members receive timely service
- Manages workload distribution and monitors progress of loan volume and projects to ensure goals are met
Repossession Specialist/Collector
PenFed Credit Union
09.2008 - 08.2012
- Recognize which stage the repo account is in, i.e
- Out for repo, vehicles has been picked up, vehicles at auction, vehicle has been sold, and handle accounts accordingly
- Collect debts owed to the credit union from members by contacting and counseling members about their delinquent accounts, maintaining related written records and complying with all related policies, procedures and regulations
- Review hardship applications from members, balance income and debts and review for possible redemption
Timeline
Manager, Collection Operations
PenFed Credit Union
10.2014 - Current
Supervisor 1st Trust Mortgages
PenFed Credit Union
08.2012 - 10.2014
Repossession Specialist/Collector
PenFed Credit Union
09.2008 - 08.2012