Matt Dean
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
26
26
years of professional experience
Work History
Sr. Root Cause Analyst
OneMain Financial
Evansville, IN
03.2018 - 02.2024
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Generated reports detailing findings and recommendations.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Paid attention to detail while completing assignments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Optimized core processes to improve business performance and operational agility.
Sr Complaint Resolution Specialist
OneMain Financial
Evansville, IN
02.2015 - 02.2018
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
Sr.Collector
OneMain Financial
Evansville, IN
03.2012 - 02.2015
- Maintained consistently high success rate of collecting on overdue accounts.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Improved customer retention through compassionate communication and negotiating mutually beneficial payment plans.
- Established strong working relationships with clients by demonstrating empathy, professionalism, and commitment to finding mutually satisfactory resolutions.
- Mentored new employees on best practices in collections techniques, fostering a culture of continuous learning within the team.
- Maintained high volume of calls and met demands of busy and productive group.
- Provided exceptional customer service while resolving disputes or concerns related to billing issues or overdue payments.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Managed a portfolio of high-value accounts, successfully negotiating settlements to reduce losses for the organization.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced team productivity by providing training, guidance, and support to junior collectors.
- Maintained accurate records of customer accounts, payments and payment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Repossession Specialist
CNAC Finance
Evansville, IN
04.2000 - 03.2012
- Recovered assets by locating and securing collateral, ensuring minimal loss for clients.
- Worked with customer to create debt repayment plan based on current financial condition.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Collaborated with law enforcement to ensure safe and legal repossessions, minimizing risk for all parties involved.
- Skip Tracing Specialist to locate hard to find debtors.
- Minimized company liability by adhering strictly to state and federal regulations during all aspects of the repossession process.
Title Closing Specialist
River City Land Title
Evansville, IN
01.1998 - 03.2000
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Minimized potential delays by anticipating issues that may arise during the closing process and proactively addressing them before they became obstacles.
- Ensured compliance with federal and state regulations through diligent preparation and review of closing documents.
- Facilitated smooth closings for clients by managing deadlines and coordinating all parties involved in the transaction.
- Expedited loan approvals with proactive collaboration between underwriters, processors, and loan officers.
- Liaised between closing companies and borrowers to close home loans.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
- Reviewed and validated details of loan applications and closing documentation.
Education
No Degree - Business Management
Western Kentucky University
Bowling Green, KYHigh School Diploma -
Newport Pacific High School
Scranton, PA05.1993
Skills
Data Analysis
MS Excel
Quality Assurance
Deadline Adherence
Analytical and Critical Thinking
Process enhancement
Issue Research
Process Improvement
Corrective Action Planning
Issue Identification
Data Research and Validation
Root Cause Analysis
Timeline
Sr. Root Cause Analyst
OneMain Financial
03.2018 - 02.2024
Sr Complaint Resolution Specialist
OneMain Financial
02.2015 - 02.2018
Sr.Collector
OneMain Financial
03.2012 - 02.2015
Repossession Specialist
CNAC Finance
04.2000 - 03.2012
Title Closing Specialist
River City Land Title
01.1998 - 03.2000
No Degree - Business Management
Western Kentucky University
High School Diploma -
Newport Pacific High School