Keith Auker
Johnson City,TN
Summary
Dynamic Assistant Vice President with a proven record in team oversight and compliance. Expertise in conflict resolution and process improvement, ensuring 100% adherence to regulations while driving team performance and enhancing training programs.
Overview
32
32
years of professional experience
Work History
Assistant Vice President- Collections
Citibank
Johnson City, Tennessee
01.2018 - Current
- Oversight of 25 collection agents, responsible for late stage and pre-litigation accounts for a high-profile lender.
- Monitored agent handle time to enhance efficiency in customer interactions, payments collected, and customer feedback index.
- Oversaw team call reviews and partnered with HR for documentation and performance improvement.
- Conducted team interviews, hiring, and developed career path documentation and planning.
- 100% compliance with federal and state laws including, bank rules, regulations and FDCPA is a team expectation.
- Long tenure including two promotions, highlighting above average performance and people leadership success.
Sr. Business Trainer
Citibank
Johnson City, Tennessee
01.2011 - 02.2018
- Developed and implemented training materials for customer service, collections, and commercial credit new employee hires, enhancing onboarding experience.
- Conducted online chat training sessions for customer service representatives at Best Buy, The Home Depot, and Specialty Merchants and Fuels.
- Created and delivered performance reviews for over 34 employees, providing comprehensive feedback to support professional development.
- Conducted migration training for promoted employees transitioning between software interfaces, ensuring smooth adaptation to new systems.
Senior Collector
Citibank
Johnson City, Tennessee
03.2007 - 04.2011
- Managed collections for overdue accounts and negotiated payment plans.
- Communicated with customers to resolve disputes and facilitate timely payments.
- Utilized collection software to track account statuses and payment histories.
- Trained junior collectors on best practices and compliance regulations.
Store Manager of Operations
FYE
Knoxville, Tennessee
04.1994 - 08.2005
- Advanced to store manager role to oversee daily operations and ensure optimal store performance.
- Recruited, trained, and mentored staff in customer service skills to improve customer satisfaction and drive sales.
- Collaborated with corporate management to develop and execute promotional planning initiatives that enhanced customer engagement.
- Oversaw cash handling procedures and ensured accurate financial reporting.
Lance Corporal
United States Marine Corp
Johnson City, Tennessee
04.1994 - 01.1997
- Led Marines as squadron leader after promotion to Lance Corporal, fostering teamwork and operational readiness.
Education
Bachelor of Science - Business Administration And Management
Lincoln Memorial University
Harrogate, TN09-2011
Associate of Science - Pre-Physical Therapy
Northeast State Community College
Blountville, TN10-2007
Skills
- Collection strategy
- Compliance adherence
- Process improvement
- Team oversight
- Team leadership
- Policy implementation
- Conflict resolution
Affiliations
- Citibank volunteer for Salutes and United Way
Timeline
Assistant Vice President- Collections
Citibank
01.2018 - Current
Sr. Business Trainer
Citibank
01.2011 - 02.2018
Senior Collector
Citibank
03.2007 - 04.2011
Store Manager of Operations
FYE
04.1994 - 08.2005
Lance Corporal
United States Marine Corp
04.1994 - 01.1997
Bachelor of Science - Business Administration And Management
Lincoln Memorial University
Associate of Science - Pre-Physical Therapy
Northeast State Community College