Kyle Simpson

• Responsible for all post-charge off collections which includes bankruptcy, deceased, litigation, third party outsourcing, and debt sales.
• Lead a team of operations professionals, providing feedback to achieve monthly and annual business results as well as personal development goals.
• Work closely with organizational leadership and executive team to guide operational strategy.
• Monitor recovery workflow through the development of reporting.
• Designed and implemented scrubs for bankruptcy, deceased, and debt settlement.
• Assessed needs for technology, reporting and analytics, inventory management and reconciliation, and service provider oversight.
• Updated contractual agreements to strengthen protections and improve the oversight of service providers as well as streamline operational requirements.

• Led a team of four managers and 70 front-line collections agents as well as second team of 11 exempt staff responsible for servicing litigation testimony across the country, enabling $550MM in annual recoveries.
• Responsible for recovery project management, enabling and enhancing business processes and results.
• Set the direction for recovery through strategy creation and project management such as technology adoption and enhancement, account treatment tests, and customer contact channels technologies.
• Responsible for expense and P&L management of $225MM annual budget including discretionary expenses, outsourced fees, and litigation expenses.
• Served as chief of staff to the Vice President of Collections and Recovery requiring the alignment of stakeholders as well as the development of the strategic vision for business, people, and process goals including the development of scorecards and KPIs.
• Developed key relationships across departments to ensure stakeholder alignment and successful delivery of projects.
• Presented data-driven proposals to executive-level management for resource and capital commitments.

Key Contributions:

• Reduced key software cost by $1M over three years and expanded service offerings by 300% through renegotiating contract with suppliers.
• Developed strategies for document management, text/email customer communication, account segmentation and treatment, as well as inventory and activity management between Discover and 60 third party service providers.
• Increased speed of document processing 400% by implementing optical character recognition software.
• Tripled liquidation rates on dormant judgments by developing dedicated treatment strategy and leveraging enhanced data.
• Established flexible real-time alerts for frontline agents, reducing compliance defects and improving agent experience.

• Led collection performance and compliance of 22 agencies and two internal direct reports responsible for outsourced collection activity across three lines of business - third party, deceased, and bankruptcy - including the on-/off-boarding strategy, day to day management, vision setting, and technology adoption.
• Responsible for the delivery of $130M in annual recoveries and annual expense management of $35M.
• Established KPI and scorecards to measure success and enable accountability.
• Implemented training and development initiatives for 22 collection agencies.
• Developed effective network incentives for achieving collection goals.
• Determined market share of each agency in ways that best allocated projects across companies.
• Maintained operational efficiency between Discover and each agency by implementing standard workflows and communication practices.

Key Contributions:

• Improved liquidation rates by 40% over six months and 28% over 12 months.
• Reduced expenses by decreasing network size by 32% and allowing for more effective relationship with smaller number of agencies.
• Generated 60% improvement in regulatory compliance audits within first year, resulting in 100% compliance by year five through commitment to continuous improvement.

• Expanded secondary placement network by vetting vendors, negotiating contracts, on/off-boarding, assigning market share, and conducting performance and compliance reviews for collection law firms.
• Managed the recovery performance of collection law firms by holding firms accountable to KPIs and compliance results.
• Collaborated with vendors to develop controls that ensured sustainability and minimized deficiencies in audits.
• Improved process of filing lawsuits by identifying gaps in production processes and solving issues in initial stages.

Key Contribution:

• Led reallocation of more than 100k accounts after selecting new vendors.
• Increased annual line of business recovery 75% through expanding secondary network by seven firms.
• Drafted project reports to identify successful outcomes, insights and future recommendations.
• Tracked project and law firm performance closely to quickly intervene in mistakes or delays.
• Sourced, vetted and managed vendors needed to accomplish project goals.