Joseph Rauschenbach
Irving,TX
Summary
Results-driven leader with extensive experience in operations, team leadership, and strategic account management. Adept at building relationships, optimizing processes, and driving performance through data analysis and coaching. Proven ability to implement process improvements, manage high-performing teams, and collaborate with stakeholders to drive revenue growth. Seeking to leverage leadership and account management expertise in an Account Executive role.
Overview
11
11
years of professional experience
Work History
Senior Supervisor
PennyMac Loan Services
06.2022 - Current
- Lead and manage a team of 8-12 agents, providing training, coaching, and performance management to improve efficiency and results
- Develop and implement strategic initiatives, policies, and process improvements to enhance operations and regulatory compliance
- Conduct data-driven performance analysis, oversee quality control, and ensure adherence to key business metrics
- Collaborate with stakeholders to enhance system functionality, coordinate audits, and implement system-wide process enhancements
- Spearhead cross-functional projects, including training program development, system demonstrations for leadership, and strategic business planning
Supervisor - Collections
PennyMac Loan Services
08.2015 - 06.2022
- Supervised and mentored a team of 6-10 agents, developing performance strategies to improve customer interactions and compliance adherence
- Led process improvement initiatives, including policy updates, training development, and procedural enhancements
- Monitored performance metrics, coached agents on best practices, and facilitated call calibrations to maintain high service quality
- Partnered with leadership to align team goals with organizational objectives and enhance operational efficiencies
Loan Counselor III, II, & I
PennyMac Loan Services
07.2014 - 08.2015
- Managed early to late-stage delinquent accounts, negotiating solutions to mitigate losses and improve customer retention
- Provided training and mentorship to new team members, enhancing team efficiency and knowledge retention
- Conducted in-depth financial analyses to develop tailored solutions for customers, improving resolution rates
Education
General Studies -
Miramar College
01.1998
Skills
- Account & Relationship Management
- Process Improvement & Implementation
- Performance Tracking & Coaching
- Strategic Planning & Execution
- Business & Data Analysis
- Compliance & Policy Development
- Team Leadership & Development
- Contract & Spend Management
- CRM & Analytics Tools
Accomplishments
- Led the testing and implementation of key systems to streamline servicing and enhance operational efficiency.
- Researched and updated policies to ensure compliance with evolving regulations and industry standards.
- Developed and facilitated training programs to improve team performance and drive business results.
- Monitored and coached teams on performance metrics, optimizing service delivery and customer interactions.
Additional Information
Proficient in CRM platforms, data analytics tools, and performance tracking systems., Strong ability to build and maintain stakeholder relationships, driving business growth and operational success., Willing to travel for business needs.
Timeline
Senior Supervisor
PennyMac Loan Services
06.2022 - Current
Supervisor - Collections
PennyMac Loan Services
08.2015 - 06.2022
Loan Counselor III, II, & I
PennyMac Loan Services
07.2014 - 08.2015
General Studies -
Miramar College
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