SAMANTHA RILEY

Fraud & Executive Resolutions

• Collaborate with cross-functional teams, including Operations, IT, Finance and Compliance in the design and implementation of new fraud programs and strategies to reduce risk of potential fraud and mitigate fraud loss
• Collaborate with both Legal and Customer Experience Teams, to assist in supporting and resolving escalated customer concerns
• Ensure risk policies are current and monthly targets & fraud forecast is communicated to stakeholders
• Coach and develop a team of Verification Specialist to ensure monthly KPIs are met and exceeded to provide exceptional customer experience
• Reviewing and audit current underwriting practices for approval & exceptions

Verifications Training

• Onboarding and implementation of training to Verification New Hires during 13 week training program, in both a virtual and classroom setting
• Training curriculum oversight & development of learning activities and objectives
• Manage tracking and reporting progress of each new hire class
• Weekly performance development and calibrations for trainees at both an individual and group setting

Remarking & Transport Services

• Identify and implement new strategies to assist team in working through their auction inventory, decreasing overall aging
• Improving compliance standards in written communication sent to customers regarding the sale of their vehicle at auction and potential deficiency or surplus on their loan
• Effectively manage communication and relationships with Outside Remarketing Team and auctions
• Increase employee engagement in remote work environment

Impounds Team

• Executed integration of team into 3rd party database
• Leveraged relationship with 3rd party vendor to create reporting and enhancements within the database to increase visibility and promote efficiencies, eliminating manual processes within the team
• Developed benchmarks and performance metrics to increase team productivity and accountability
• Increased exposure with Legal to identify additional ways for the team to have accountability with tow yards and repairs facilities, helping to mitigate the company's losses
• Identified opportunities to increase team engagement and development
  

• Partnered with leadership to increase personal and professional growth, by building relationships and soliciting feedback
• Promoted process improvements within Recovery, Vendor Management, and Charge Off Collections Teams
• Built rapport with various teams by increasing employee engagement, facilitating development meetings, and implemented tracking and performance metrics
• Promoted process improvements within Recovery, Vendor Management, and Performing Charge Off
• Executed contracting with 3rd party vendors
  

• Surveyed new customers on their purchase experience at the dealership, as well as reviewed terms of their contract
• Educated customers on their contractual obligations and provided assistance during financial hardships
• Reviewed loan criteria for repossession eligibility
• Assigned approved accounts out for repossession with 3rd party agents through recovery database
• Utilized available resources to complete skip research and communicated effectively with agents to recover vehicles in a timely manner
• Met and exceeded monthly goals, targets, and KPI's

• Developed curriculum and learning materials for both biological and adoptive families, focusing on early childhood development
• Facilitated community programs for both parents and children
• Coordinated training and development of professional staff and peers
• Provided services including counseling, case management, education, and job training to diverse client base
• Cultivated community outreach, and developed relationships with existing and potential referral sources, identified new partners, and raised community awareness