John W. Lewis
Nashua,NH
Summary
Accomplished Executive with excellent employee development, customer service, and analytics skills coupled with over 20 years of experience in consumer lending & financial services with a strong focus on call center operations. A true forward thinker with an innovative approach to improving operational efficiencies, developing strong leaders, and improving KPIs year over year. Inspirational leadership style that can add value through coaching, development, and employee engagement. Extensive knowledge of Consumer Lending, Collection & Credit Reporting Regulations including FCRA, CFPB, FDCPA, Fair Lending, UDAAP, and applicable audit practices. Strategic professional able to identify key opportunities, plan and develop new business, and build lasting client relationships.
Overview
18
18
years of professional experience
Work History
Manager of Loan Servicing
Right Direction Financial
Hooksett, NH
09.2018 - Current
- Cultivate and maintain relationships with over 100 Automotive Dealership clients as well as with Lending Partner allowing for new revenue opportunities.
- Established a team of Loan Servicing Agents and Recovery Supervisor who are responsible for management of 3500+ sub-prime and near-prime loans in portfolio.
- Strategize and implement programs with Senior Executives to plan policies and procedures for lending, compliance and staff functional efficiencies involving all indirect and consumer lending programs.
- Collaborate with executives and stakeholders to develop long-term financial plans.
- Oversee all aspects of business expansion objectives and opportunities, including new market exploration resulting in expansion into 4 additional states and 46% loan portfolio growth since 2018.
- Oversee timecard auditing, hiring, training, coaching, and termination responsibilities. Provide onsite training to agents and manage all day-to-day operational tasks (i.e., reporting, payment processing, vendor contracts)
- Implement and regularly review financial controls to generate accurate and reliable financial data.
Student Loan Account Manager
DELTA Management Associates
Merrimack, NH
03.2017 - 08.2018
- Delivered prompt, accurate and excellent customer service and offered repayment options on defaulted federal student loans. Worked with borrowers to resolve their federal student loan debt by offering array of options available to them.
- Provided onsite training to agents and assisted management with day-to-day operational tasks. Maintained perfect quality scores on recurring monthly basis by adhering to all internal, client, state, and federal policies and regulations.
- Prior experience with Sallie Mae and personal relationship with client (Navient) allowed for ability to gain additional account placements and further develop Delta's relationship with client.
- SME for Navient project, assisted with preparation for client audit as well as USAF audits.
- Managed over 100 outbound calls per day and increased contact rate by over 25%.
Senior Account Manager V
ARS National Services
Jacksonville, FL
10.2015 - 02.2017
- Drove financial performance of assigned areas by verifying achieved sales and profit goals and implementing plans to correct deficiencies.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing escalated situations.
- Spearheaded training initiatives to improve employee performance and bottom-line business results.
- Delivered KPI metrics presentations to clients, upper management, and operations team along with recommendations for improvement.
- Provided onsite training to agents. Assisted management with day-to-day operational tasks. Attended client status meetings and assisted with strategy development for assigned portfolio.
- Maintained 99% and above quality scores on recurring monthly basis by adhering to all internal, client, state, and federal policies and regulations.
Operations Manager of Student Loan Servicing
Enhanced Resource Center
Jacksonville, FL
04.2013 - 09.2015
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Identified and resolved unauthorized, unsafe, or ineffective practices and ensured QA score of 98% and above for Student Loan Servicing Team.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed all monthly client performance calls as well as on-site visits and was largely responsible for maintaining business relationship.
- Responsible for successful compliance with all internal and regulatory audits.
Senior Supervisor /Recovery Manager
ARS National Services
Jacksonville , FL
07.2009 - 04.2013
- Recognized at President's Club assembly in Escondido, CA as “Supervisor of the Year” in 2011 and 2012.
- Lead 2012 year-end performance meeting in Escondido, CA on behalf of Jacksonville site (as stand-in for Site Director).
- Spearheaded initiative to increate revenue to 1,000,000 with increase in 2012 from 400K to 850K and breaking 1M marker in 2013.
- Motivated supervisors and agents by implementing various incentive programs and hands-on training / team building exercises.
- Trained and mentored new employees and supervisors on collection methods, documentation requirements and performance strategies.
Director of Operations
American Recovery Systems
Jacksonville, FL
01.2006 - 07.2009
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Monitored budget and utilized operational resources.
- Defined, implemented, and revised operational policies and guidelines.
- Increased sales performance of new business placements by over 100%. Managed all client relationships and worked closely with sales team to bring on additional clientele. Increased year over year revenue by 70% in 2008.
- Oversight of all company marketing including implementing social media outlets and revamping company's website.
- Spearheaded initiative to begin credit reporting to 3 major credit bureaus, including dispute processing through e-Oscar.
- Responsible for ensuring compliance with all state and federal collections laws as well as client requirements. Implemented call monitoring and quality assurance platform to ensure compliance.
Education
Bachelor of Science - Business Administration
Florida State College At Jacksonville
Jacksonville, FL2024
Skills
- Microsoft Office including Excel
- Consumer Lending
- Portfolio and Finance Management
- Proposals and Presentations
- Performance Monitoring & Analysis
- Trend Identification and Forecasting
- Vendor & Contract Management
- Complex Problem-Solving
- Internal & External Audit Compliance
- Market Trend Analysis
- Policy and Procedure Development
- Risk and Mitigation Analysis
Timeline
Manager of Loan Servicing
Right Direction Financial
09.2018 - Current
Student Loan Account Manager
DELTA Management Associates
03.2017 - 08.2018
Senior Account Manager V
ARS National Services
10.2015 - 02.2017
Operations Manager of Student Loan Servicing
Enhanced Resource Center
04.2013 - 09.2015
Senior Supervisor /Recovery Manager
ARS National Services
07.2009 - 04.2013
Director of Operations
American Recovery Systems
01.2006 - 07.2009
Bachelor of Science - Business Administration
Florida State College At Jacksonville
Similar Profiles
Robin HalseyRobin Halsey
Credit and Collection Associate at Merchants Auto/Right Direction FinancialCredit and Collection Associate at Merchants Auto/Right Direction Financial
Jadé CharlesJadé Charles
Loan Processing/Office Support at Right Direction Financial ServicesLoan Processing/Office Support at Right Direction Financial Services
Evariste M. B. NonfodjiEvariste M. B. Nonfodji
Underwriting Manager at Atlantic Financial Group, Operations DirectionUnderwriting Manager at Atlantic Financial Group, Operations Direction