Piero Hellebuick

- Manage workflow and direct the work of the Collections team, ensuring adherence to service level standards and departmental strategies.

- Provide guidance to team members on bank policies and procedures, enhancing their understanding and compliance.

- Perform quality reviews of team work to identify coaching and development opportunities, fostering a culture of continuous improvement.

- Collaborate with Legal, Risk Management, and other departments regarding complaints with potential regulatory or legal implications.

- Analyze emerging themes and systemic issues in complaints, escalating to key stakeholders as necessary.

- Establish and maintain partnerships across departments to ensure cohesive and timely resolutions of disputes.

- Serve as a subject matter expert on complaint management, providing outreach and advice to specialists on handling complex customer situations.

- Manage escalated complaints from regulatory agencies and executive offices, ensuring sensitive issues are addressed with care and professionalism.

• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Coached employees through day-to-day work and complex problems.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.

• Developed strong relationships with clients, leading to increased repeat business and referrals.
• Coached junior account managers, resulting in improved performance and skill development.
• Managed multiple high-value accounts, ensuring timely delivery of services and products.
• Led monthly team meetings to review progress, share best practices, and set goals for ongoing success.
• Strengthened partnerships within the industry by attending networking events, conferences, trade shows promoting brand visibility.