Summary
Overview
Work History
Education
Awards
Timeline
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John Ziegler

Omaha,NE

Summary

Accomplished Banking and Credit Union Manager with a strong track record in cultivating high-performing teams through effective development strategies and empowerment initiatives. Expertise includes operational efficiency, team leadership, and enhanced customer satisfaction. Consistently recognized for driving performance improvements and fostering an inclusive work environment. Aiming to leverage extensive management experience to further enhance organizational success.

Overview

27
27
years of professional experience

Work History

Fraud and Non-Fraud Investigations Manager

First National Bank of Omaha
Omaha, NE
10.2021 - Current
  • Directed operations ranging from 11 to 26 member teams specializing in credit card fraud and non-fraud investigations.
  • Directed Quavo Testing Team before the release of Quavo on July 16, 2024.
  • Onboarded a total of 68 fraud specialists within Q4-2021 to Q1-2024 timeline.
  • Decreased credit card processing days from over 28 to 9 in Q4-2023.
  • Achieved a reduction in ACD RONA rate despite a 44% rise in call volume.
  • Optimized chargeback operations through effective management of MasterCard RPA bot.
  • Strategically minimized Debit Card team size from six to four while managing higher fraud volumes.
  • Facilitated team growth through structured open hours and collaborative sessions.
  • Streamlined interdepartmental collaboration with division experts to heighten efficiency.

Manager Collections Front End

SchoolsFirst Federal Credit Union
Tustin, CA
09.2017 - 05.2021
  • Oversaw $23 billion in assets with a team of 40 members.
  • Enhanced outreach by automating secure message and e-mail communication platforms.
  • Increased departmental call efficiency with the installation of a Genesys-based phone notification system.
  • Directed implementation and optimization of automated dialing processes.
  • Executed the shift to home-based operations for nearly all collections personnel during Pandemic.
  • Provided mentorship to Northern California Collections Manager from pre-merger to post-merger phases.
  • Optimized departmental efficiency by adjusting shifts according to detailed analysis.
  • Controlled expenditures to ensure budget adherence.
  • Orchestrated migration of communication infrastructure from Cisco to Genesys.
  • Managed and executed the transition from Balance to GreenPath.
  • Oversaw SWBC vendor collaboration.
  • Implemented program to assess extended collection schedules.
  • Decreased abandonment rates effectively, leading to a measurable 20% drop.
  • Oversaw non-phone team responsibilities including ECM's, electronic communication outreach via e-mail and secure message.
  • Led sessions analyzing first-payment discrepancies alongside the loan management team.
  • Conducted risk assessments for vendors, transactions, and technology.

Collections Supervisor

Wells Fargo Dealer Services
Irvine, CA
10.2016 - 09.2017
  • Managed a team of 7 to meet organizational targets in delinquency metrics.
  • Cut year-over-year inbound abandon rate by half, achieving a reduction from 8% to 4%.
  • Conducted thorough audits of repossession and deferment processes.
  • Conducted monthly, mid-year, and annual evaluations.
  • Managed Supervisor review processes, first payment defaults, promise to pay tasks, and NSF queues.

Registered Representative

World Financial Group
Los Angeles, CA
07.2009 - 03.2013
  • Maintained active licenses in life and health insurance.
  • Partnered with clients to develop tailored strategies for financial stability.
  • Established strategic recruitment processes for onboarding business associates.

Regional Collection Center Supervisor

Wachovia Dealer Services
Woodland Hills, CA
10.2004 - 07.2009
  • Supervised and managed team of 8 direct reports.
  • Developed promise-to-pay and repossession macros for streamlined operations.
  • Selected by SVP to lead monthly supervisor meeting for Southwest Division.
  • Selected by SVP to visit Southwest Division offices, sharing best practices with leadership teams.

Regional Collection Center Manager

WFS Financial/Wachovia Dealer Services
Portland, OR
01.1998 - 07.2004
  • Directed operations of Portland Regional Collection Center overseeing $300 million portfolio.
  • Oversaw daily performance and productivity of a 25-person team.
  • Developed fiscal plan for the yearly operations of Regional Collection Center.
  • Directed all collections activities at the Regional Business Center.
  • Developed projections analyzing delinquency trends and charge-off metrics.
  • Monitored and analyzed performance metrics of inbound and outbound calls.
  • Supported leadership growth of new manager in Medford, OR location leading to inclusion in the Company Winners Circle Award.
  • Built high performing teams meeting all delinquency and service targets.
  • Recruited and hired new associates.

Education

Business Administration

Brandman University
Irvine, CA
07-2027

Awards

  • Management Essentials Program Diploma - SchoolsFirst Federal Credit Union
  • Winners Circle Award - Wachovia Dealer Services
  • Employee Of The Month Award - WFS Financial
  • United States Marine Corps: National Defense Service Medal - Good Conduct Medal - Meritorious Mast - Physical Fitness Achievement Award - Marine of the Quarter - Meritoriously promoted to Lance Corporal and Corporal.

Timeline

Fraud and Non-Fraud Investigations Manager

First National Bank of Omaha
10.2021 - Current

Manager Collections Front End

SchoolsFirst Federal Credit Union
09.2017 - 05.2021

Collections Supervisor

Wells Fargo Dealer Services
10.2016 - 09.2017

Registered Representative

World Financial Group
07.2009 - 03.2013

Regional Collection Center Supervisor

Wachovia Dealer Services
10.2004 - 07.2009

Regional Collection Center Manager

WFS Financial/Wachovia Dealer Services
01.1998 - 07.2004

Business Administration

Brandman University

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John Ziegler