Mathias Dominguez
Dallas,TX
Summary
Results driven professional with more than twenty-five years of experience in the financial industry. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
27
27
years of professional experience
Work History
FS SCRA Ops – MIT
Capital One Auto Finance
12.2022 - 11.2023
- Managed team of 15 associates in SCRA Ops department
- Provided training, coaching, development, mentoring, to other associates
- Created positive environment that encouraged all associates to provide feedback, ideas, and voice any concerns
- Co-manage morale committee, coordinated bi-monthly pep rallies, distribution of prizes during rallies, while maintaining yearly budgeted allotment
- Ensured that associates followed laws and policies related to military benefits for service members
- As highly regulated department, maintained and updated documentation for SOP’s
- Handled escalated and complex issues so that customer would receive accurate responses
- Respond accurately and in timely manner to any employee, leadership and/or customer issues
- Identify any unusual volume fluctuations, variances, and process performance deterioration
- Performed one on one meeting with associates, twice month, to focus on performance and development
- Motivate/Encourage associates to perform at or above normal standards
- Provide feedback and discuss team goals as well as personal goals, mid year performance reviews, PIP or corrective action conversations
- Checked in routinely with all associates virtually in WFH environment
- Communicate any changes, announcements, and update current trends to associates during daily huddle meetings
- Created and maintained reports for upper management showing team’s progress
- Reports for upper management included daily, weekly, and KPI’s information, provided numbers for monthly business reports
- Monitored phone system to ensure sufficient phone coverage for inbound customer calls.
- Performed first-level incident response and service resolution for cloud systems
FS Bankruptcy Retain and Pay – MIT
Capital One Auto Finance
12.2021 - 12.2022
- Managed team of 10 associates in Bankruptcy Retain and Pay department working with post bankruptcy and discharged accounts
- Provided coaching and mentoring to associates as needed
- Performed one on one meeting with associates, bimonthly, to focus on performance and development
- Motivate/Encourage associates to perform at or above normal standards
- Provide feedback and discuss team goals as well as personal goals, mid year performance reviews, PIP or corrective action conversations
- Checked in routinely with all associates virtually in WFH environment
- Communicate any changes, announcements, and update current trends to associates during daily huddle meetings
- Created and maintained reports for upper management showing team’s progress
- Reports for upper management included daily, weekly, and KPI’s information, provided numbers for monthly business reports
- Monitored phone system to ensure sufficient phone coverage for inbound customer calls.
FS SCRA Ops — Principal Coordinator
Capital One Auto Finance
04.2021 - 12.2021
- Collaborated with PC’s and business partners to update P&P’s and internal processes to improve workflow within internal departments
- Serves as liaison between associates and managers to help drive associate engagement and increase department morale
- Trained current associates and new associates on taking/making calls in Atticus, logging in properly according to attendance guidelines and familiarized team on how to utilize Teleopti.
FS Deficiency Recoveries Floor Supervisor — Principal Coordinator
Capital One Auto Finance
07.2018 - 04.2021
- Coordinates daily workflow of department and directs work of others
- Serves as liaison between associates and managers to help drive associate engagement and increase department morale
- Regularly trains, coaches, develops, and mentors other associates in department.
LM Repo Floor Supervisor — Principal Coordinator
Capital One
10.2015 - 07.2018
- Efficiently support entire Plano Repo department with escalations, account maintenance, and questions
- Coordinated development sessions for FS associates through Compass
- Create environment that encourages all associates to voice ideas and concerns
- Successfully support all Plano Repo Management staff when needed
- Received Diamond Award for compassion towards others and dedication to doing job at high level.
LM Specialty CAT — Sr. Coordinator
Capital One
05.2015 - 10.2015
- Supported customers on Complaint Resolution needs
- Interfaced directly with customers to research customer complaints and/or system breakdowns and find solutions that work for customer
- Assessed nature of customer complaint and worked with business contacts to mitigate future complaints.
BATA Specialist/Team Lead — Sr. Coordinator
Capital One
01.2012 - 05.2015
- Achieved Team Lead status for group of 10 to 12 associates that took care of back-end process for BATA
- Coordinated and delivered training to both existing and new associates on all program updates to policy and procedures
- Provided daily production reports to Unit Managers
- Participated in initial initiative of KCITC (Keeping Customers in Their Cars) program
- Successfully participated in startup for BATA (Better Alternative Than Auction) program for COAF division
- Effectively managed inbound and outbound customer contacts to assist with loan modifications options for accounts in repossession status.
Lending Escalation Specialist — Principal Coordinator
Capital One
01.2011 - 10.2012
- Partnered with Bank District Managers, Bank Advocacy Teams and Unit Leaders within COAF, CLL, Mortgage and Home Equity to provide resolution for Lending Escalations
- Monitored and tracked customer complaint responses from Corporate Complaints Team and provided feedback when necessary
- FS Liaison for Voice Of Associate submissions
- Coordinated with LOB leaders to ensure associate submissions have appropriate line of site
- Primary POC for Consumer Complaints directed towards Executive Officers
- Conducted research and provided detailed responses addressing consumer issues.
LM Bank Outbound Team Lead — Principal Coordinator
Capital One
10.2010 - 10.2011
- Supervised team of 12 nonexempt associates in fast-paced environment
- Coached and developed associates to improve productivity, efficiency, and effectiveness by delivering training material, product updates, and performance reviews
- Fostered collaborative environment encouraging all associates to voice ideas and concerns
- Continuously analyzed business work flows and productivity/efficiency results to seek process improvements
- Constantly worked with resources to develop new ways of improving Capital One's information-based approach to minimize credit losses.
Recovery Adjuster — Sr. Coordinator
Capital One
01.2009 - 01.2010
- Managed inbound contacts for charged off checking and savings accounts
- Minimized potential loss by using effective collection efforts
- Used daily reports to prioritize method of collection for DDA accounts that were delinquent
- Coordinated employee schedules to ensure adequate coverage was available daily.
Collections Coordinator
SHARE PLUS FEDERAL BANK
01.2007 - 01.2009
- Placed calls and sent correspondence to delinquent loan customers
- Worked past due loans from 1-29 days, 30-59days, 60-89 days and 90 days and above
- Maintained record of collection efforts in database
- Worked in loan servicing, processed all loan payments coming into branch, in person or by mail, filed loan paperwork
- Worked with Operations to monitor and track NSF checking and savings account
- Responsible for closing out such accounts, tracking them on Excel spreadsheet reporting them to Chex Systems.
Bank Teller
RAD Resources Temporary Agency
01.2004 - 01.2007
Customer Service Associate
JEFFERSON BANK
01.2003 - 01.2004
- Performed daily teller duties, (cashed checks, accepted deposits, assisted customers with wire transfers, issued cashier’s checks, traveler’s cheques), balanced teller drawer at end of each business day, helped customers with any questions on their accounts
- Worked in loan department, posting payments, doing advances, loan payoffs, credit inquiries, filing loan paperwork, monitoring, and updating special asset accounts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Assistant Branch Manager/Branch Operations Coordinator
COMERICA BANK
01.2000 - 01.2003
- Charged with ensuring seamless performance of branch sales and service operations, coach bank staff on effective sales techniques and client relationship management strategies, modeling appropriate sales behaviors, managed 10 employees, responsible for tellers and sales associates, monitored loans for credit decision exceptions and for audit purposes, received top marks on bank audits, participated in branch audits at other branch locations with regional manager as part of risk and compliance team.
Customer Service Associate II
BANK ONE
01.1997 - 01.2000
- Responsible for processing new account transactions, assisting customers in their selection of various accounts and financial services, performed branch clerical duties, opening maintaining and closing of all account types of consumer loans, lines of credit, home equity loans, CD’s, money market, discussed and accepted credit applications for such products and provided leadership, training and support to less experienced new account representatives and other staff members, fully knowledge-able and skilled in areas of teller, vault, safe deposit and processing of all bank products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
High School Diploma -
Sunset High School
Dallas, TX05.1988
Skills
- Customer Service Management
- KPI Tracking
- Customer Retention
- Contract Administration
- Schedule Management
- Department Oversight
- Performance Improvement
- Data Analysis
- Quality Assurance
- Employee Development
Timeline
FS SCRA Ops – MIT
Capital One Auto Finance
12.2022 - 11.2023
FS Bankruptcy Retain and Pay – MIT
Capital One Auto Finance
12.2021 - 12.2022
FS SCRA Ops — Principal Coordinator
Capital One Auto Finance
04.2021 - 12.2021
FS Deficiency Recoveries Floor Supervisor — Principal Coordinator
Capital One Auto Finance
07.2018 - 04.2021
LM Repo Floor Supervisor — Principal Coordinator
Capital One
10.2015 - 07.2018
LM Specialty CAT — Sr. Coordinator
Capital One
05.2015 - 10.2015
BATA Specialist/Team Lead — Sr. Coordinator
Capital One
01.2012 - 05.2015
Lending Escalation Specialist — Principal Coordinator
Capital One
01.2011 - 10.2012
LM Bank Outbound Team Lead — Principal Coordinator
Capital One
10.2010 - 10.2011
Recovery Adjuster — Sr. Coordinator
Capital One
01.2009 - 01.2010
Collections Coordinator
SHARE PLUS FEDERAL BANK
01.2007 - 01.2009
Bank Teller
RAD Resources Temporary Agency
01.2004 - 01.2007
Customer Service Associate
JEFFERSON BANK
01.2003 - 01.2004
Assistant Branch Manager/Branch Operations Coordinator
COMERICA BANK
01.2000 - 01.2003
Customer Service Associate II
BANK ONE
01.1997 - 01.2000
High School Diploma -
Sunset High School
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