Raymond Andrew
Buffalo,New York
Summary
Results-driven Financial Services Leader with over 10 years in consumer lending, debt collections, and regulatory compliance. Proven track record in coaching teams, enforcing FDCPA compliance, and enhancing customer outcomes in high-volume environments. Currently pursuing a B.S. in Finance and Technology, focusing on financial analysis and data analytics.
Overview
15
15
years of professional experience
Work History
Financial Services / Credit Operations / Management
BANK OF AMERICA
01.2017 - 01.2022
- Managed a team of customer-service representatives in a high-volume financial-services environment.
- Managed and resolved complex consumer credit-card account issues.
- Provided credit-related guidance and explained available financial solutions to customers.
- Developed representatives' knowledge and skills to handle complex financial accounts and customer situations effectively.
- Coached and developed representatives on Bank of America policies, procedures, customer-service standards, and regulatory requirements.
- Trained employees on FDCPA requirements and compliant customer interactions.
- Monitored employee performance and provided coaching designed to improve quality, efficiency, customer experience, and account resolution.
- Balanced customer needs with organizational policies, credit requirements, compliance standards, and account-resolution objectives.
- Performed account maintenance and resolved complex account discrepancies.
- Worked extensively with business credit accounts involving hundreds of employees, developing significant experience with business-oriented credit operations.
- Supported adherence to company policies, procedures, regulatory requirements, and service standards.
- Ranked #1 associate for two consecutive years based on comprehensive monthly performance evaluations.
- Evaluations measured multiple critical performance categories, including call quality, customer courtesy, call efficiency, account resolution, and policy adherence.
- Consistently demonstrated the ability to combine high-customer interactions with efficient call handling and effective financial account resolution.
- Progressed from a high-performing customer-service associate into management role supporting credit-card operations and customer-service teams.
Collections & Financial Services Professional
THIRD-PARTY DEBT COLLECTIONS
01.2007 - 01.2017
- Supported customers with delinquent or distressed credit accounts to achieve repayment solutions.
- Facilitated payment arrangements and account resolutions to align with customer needs and company policies.
- Provided financial guidance within company policies and procedures.
- Gained in-depth understanding of consumer-credit products and debt-resolution processes to enhance customer interactions.
- Developed broad knowledge of the consumer-credit lifecycle, from delinquency and collections through repayment arrangements and resolution.
- Employed at a third-party collections organization managing Bank of America accounts, later transitioning to direct employment with Bank of America in 2017.
- Accumulated over 10 years of experience in debt collection and consumer-credit operations prior to joining Bank of America directly.
Education
Bachelor of Science - Finance and Technology
UNIVERSITY OF PHOENIX
Phoenix, AZ 08.2026 - 10.2026
Skills
- Credit Operations
- Credit Risk
- Consumer Credit
- Business Credit
- Financial Services
- Banking
- Regulatory Compliance
- Compliance
- Account resolution
- Operational Leadership
- Performance Improvement
- Resource Allocation
- Training Programs
- Client Engagement
- Financial Analysis
Timeline
Bachelor of Science - Finance and Technology
UNIVERSITY OF PHOENIX
08.2026 - 10.2026
Financial Services / Credit Operations / Management
BANK OF AMERICA
01.2017 - 01.2022
Collections & Financial Services Professional
THIRD-PARTY DEBT COLLECTIONS
01.2007 - 01.2017