Jessica Rapp
Wendell,NC
Summary
I won the Golden Spoke award while at Wells Fargo.
I also earned an AVP title while at First Citizens Bank
Overview
18
18
years of professional experience
Work History
Collections Supervisor
First Citizens Bank
04.2024 - Current
- Providing day-to-day direction to agents on floor
- Training of all incoming new hires to include supervisors, collection agents and systems training for loss mitigation agents, underwriters, defaults analysts and default processors.
- Completing monthly review of collection and loss mitigation calls to ensure compliance to policies and procedures
- Creating and maintaining training material, job aids and quick reference guides for the CRG department
- Coaching, development and support of team members as the need arises and on a day-to-day basis as it relates to system, process or call questions, productivity and call monitoring expectations
- Reporting trends and possible business risks to management as needed
- Supervising the floor and assisting as needed for agents
- Providing day-to-day direction to a team of 27 collections specialists
- Supervising workflow and quality of bankruptcy/collections activity
- Completing monthly quality assurance of call monitoring to ensure compliance to policies and procedures
- Reviewing productivity reporting to be used as the quality and production scores for the team as well as to spell out trends and areas needing additional coaching.
- Internal
- Staying on top of and communicating changes in company policy or procedure to my teams and ensuring adherence by other teams
- Hiring, coaching, development and supervising of team members, including decisions as they relate to performance reviews, hires, terminations discipline and salary
- Managing pipeline of work while maintaining quality standards and departmental SLAs
- Reporting trends and possible business risks to leadership and management
- Working with CORT and outside counsel in relation to bankruptcy rules and regulations in their local districts to ensure all were met when sending over referrals and documents.
Training and QA Specialist
First Citizens Bank
05.2021 - 04.2024
- Providing day-to-day direction to agents on floor
- Training of all incoming new hires to include supervisors, collection agents and systems training for loss mitigation agents, underwriters, defaults analysts and default processors.
- Completing monthly reviewed of collection and loss mitigation calls to ensure compliance to policies and procedures
- Creating and maintaining training material, job aids and quick reference guides for the CRG department
- Coaching, development and support of team members as the need arises and on a day-to-day basis as it relates to system, process or call questions
- Reporting trends and possible business risks to leadership and management as needed
- Supervising the floor and assisting as needed to agents in the absence of supervisors.
- Scheduling side by sides and meetings with other teams within the CRG to learn and understand their processes to create training material or job aids.
Bankruptcy Manager 2 (Bankruptcy Quality Assurance)
Wells Fargo Auto
11.2019 - 05.2021
- Providing day-to-day direction to a team of 9-13 quality assurance analysts
- Supervising workflow and quality of bankruptcy/collections activity
- Completing monthly audits on quality analysts to ensure compliance to policies and procedures
- Creating and maintaining quality trend report for other managers in bankruptcy to be used as the quality scores for their team as well as to spell out trends and areas needing additional coaching.
- Staying on top of and communicating changes in company policy or procedure to my teams and ensuring adherence by other teams
- Hiring, coaching, development and supervising of team members, including decisions as they relate to performance reviews, hires, terminations discipline and salary
- Managing pipeline of work while maintaining quality standards and departmental SLAs
- Reporting trends and possible business risks to leadership and management
- Working with CORT and outside counsel in relation to bankruptcy rules and regulations in their local districts to ensure all were met when sending over referrals and documents.
Bankruptcy Group Lead
Wells Fargo Dealer Services
04.2017 - 11.2019
- For over 3 years, serve as acting manager when BK Manager 2 is on PTO or out of office
- Creating and assigning daily worklists for team members
- Identifying risks and potential problem accounts, bringing them to management's attention as well as working to resolve them either by myself or escalating to the appropriate people as needed
- Utilizing QA fail logs to identify trends, area of opportunity for team members then working with team members to progress and excel in these areas
- Working with outside counsel to negotiate settlements, plan valuations and address escalated issues
- Creation of training tools and training any oncoming team members with our processes
- Utilizing reports to maintain a pipeline of accounts
- Being a point of contact for outside departments and outside counsel
- Planning and execution of high level remediations
- Working with our internal audit teams to answer questions and provide understanding of processes
- Review any of the KPI, SLR fails and observations for my team and challenging fails with QA and management
- Internal
Bankruptcy Specialist III (Team Lead with MFR)
Wells Fargo Dealer Services
05.2016 - 04.2017
- Serve as a subject matter expert and point of contact for other teams in relation to MFR
- Ensuring that accounts are worked by team members in order of importance as well as maintaining good relationships with outside counsel
- Generate daily, weekly and monthly reports that show what accounts are being routed in and out of the motion for relief queues at any given time
- Monitoring the quality and production scores for my team. Coaching and development of team members to ensure they are meeting their goals
- Identifying risks and potential problem accounts, bringing them to management's attention as well as working to resolve them either by myself or escalating to the appropriate teams
- Review any of the KPI, SLR fails and observations for my team and challenging fails with QA and management as needed
- Training any oncoming MFR members with our processes
- Internal
Bankruptcy Specialist II (MFR)
Wells Fargo Dealer Services
05.2015 - 05.2016
- Confirming that the account met with Wells Fargo's criteria for MFR and then initiating the motion for relief from stay necessary to repossess vehicles
- Acted as an affiant for documents including objections and declarations. Identifying risks and potential problem accounts, bringing them to management's attention as well as working to resolve them either by myself or escalating to the appropriate people as needed
- Reviewed and managed the accounts from start to finish during the process of filing a motion for relief with the US Bankruptcy courts.
- Work directly with outside counsel to assist with any needed information
- Maintaining at minimum 90% productivity and a low-quality score month over month
Collector III (Recreational Finance)
Wells Fargo Dealer Services
01.2011 - 01.2013
- Managing and resolving high balance, high risk and high-level accounts that exceeded 30 days past due
- Utilizing needed skip tracing tools to locate and contact customers as needed to collect past due balance on account while maintaining our companies and other regulatory guidelines.
- Working with customers to resolve their delinquency to both the benefit of them and Wells Fargo.
Collector II (Late-stage Auto)
Wells Fargo Dealer Services
12.2007 - 01.2011
- Managing and resolving high balance, high risk and high level accounts that exceeded 30 days past due
- Utilizing needed skip tracing tools to locate and contact customers as needed in order to collect past due balance on account while maintaining our companies and other regulatory guidelines.
- Working with customers to resolve their delinquency to both the benefit of them and Wells Fargo.
Skills
- 21 years of experience in business operations including late-stage collections, recreational finance collections, bankruptcy processing as well bankruptcy quality assurance, second level review, collections training, call monitoring of collections and loss mitigation calls and 1 year and 9 months as a collections supervisor
- 8 years in bankruptcy operations
- 8 years collections experience to include both late-stage auto and recreational finance
- 9 years leadership experience including 3 years supervisory, 1 management and 3 years as a trainer
- 2 year management experience
- 5 year Quality Assurance experience
- Knowledgeable and efficient with Microsoft office, excel and adobe
Timeline
Collections Supervisor
First Citizens Bank
04.2024 - Current
Training and QA Specialist
First Citizens Bank
05.2021 - 04.2024
Bankruptcy Manager 2 (Bankruptcy Quality Assurance)
Wells Fargo Auto
11.2019 - 05.2021
Bankruptcy Group Lead
Wells Fargo Dealer Services
04.2017 - 11.2019
Bankruptcy Specialist III (Team Lead with MFR)
Wells Fargo Dealer Services
05.2016 - 04.2017
Bankruptcy Specialist II (MFR)
Wells Fargo Dealer Services
05.2015 - 05.2016
Collector III (Recreational Finance)
Wells Fargo Dealer Services
01.2011 - 01.2013
Collector II (Late-stage Auto)
Wells Fargo Dealer Services
12.2007 - 01.2011