Sean Gudenau

Responsible for leading process improvement on a portfolio of over $120B in assets and the successful recovery of charged-off loans in excess of $120M. Develop solutions and processes with control partners to mitigate compliance and regulatory risk for bank loan products.

• Measures, evaluates, visualizes, and communicates experience performance, customer interactions and its fiscal impact on the business
• Leads, influences, and implements tactical and strategic actions related to product and or business need
• Responsible for financial, regulatory, and operational risk management related to the large and /or sophisticated experience, risk mitigation and effective control environment prioritizing and closing any gaps or findings
• Identifies, prioritizes, develops, and releases IT work in partnership with IT
• Design and other key partners to deliver value across experience(s)
• Uses human-centered design methodology with key collaborators, partners, and process owners to drive design improvements for end users for high complexity, elevated risk and highly regulated experiences, processes, and/or business deliverables
• Proactively facilitates and drives the end-to-end ownership and management of experiences and processes in all relevant channels to customers and/or employees
• Drives and influences key partners towards a unified experience that serves Customers Employees and business needs, aligned to strategic outcomes in compliance with applicable regulatory requirements
• Establishes and monitors Key Performance Indicators (KPIs), customer insights, and Key Risk Indicators (KRIs); for large and/or complex experiences to ensure correct data and instrumentation for the experience and related processes; uses data to improve experiences
• Identifies acceptable performance limits and establishes and leads management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits
• Served as a mentor and advisor to teammates
• Ensures risks associated with business activities are optimally identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Designed and developed new processes and modified existing ones to improve efficiency, quality, and cost-effectiveness in the pre charge-off collections experience. This includes creating detailed process flow diagrams, process maps, and system layouts.

• Participates in the implementation of customer engagement and product development plans
• Applies foundational knowledge of the business and assists with alignment of business deliverable processes and capabilities with business needs
• Executes applicable risk control plans and assists in identification of business process management risks
• Plans and coordinates the overall health of processes by developing control limits, monitoring key performance indicators, etc
• Leads development of communication plans for customers and internal stakeholders
• Prepares reports to help support the measurement of project and process performance
• Identifies trends and opportunities for existing business processes and proposes recommendations for improvements
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Lead a team in the pre charge-off area to successfully work with members to assist and resolve late payments. Train and develop specialist through coaching and the use of analytics.

• Experience utilizing the Center for Business Solutions (CBS) call model and Management Operating Systems (MOS)
• Maintains advanced knowledge about consumer lending regulations and experience driving processes that comply with FDCPA, UDAAP, TCPA, SCRA and other federal and state regulations governing collections practices
• Develops employees and provides coaching and feedback to facilitate (CBS) call model adherence, identify and evaluate quality standards and process to ensure effective and efficient business solutions has been provided to customers, and Management Operating Systems (MOS)
• Manages employee performance, assesses training requirements, evaluates individual training needs, and promotes the development of effective team relationships
• Serve as a primary resource for escalated issues while working on complaints and provide coaching to the team customer and feedback to the Experience Owners to improve and streamline the process
• Oversees and monitors team's day-to-day operations and represents the department on initiatives
• Experience in analyzing data to identify trends and mitigate issues
• Proactively identifies opportunities to improve, analyze, and implement business projects, mitigate gaps and initiatives
• Experience with assigning stories via Zenarate and have subject matter experts (SME's) in a team and to create stories using the call model and compliance knowledge
• Designs and implements compliance procedures that provide improved customer service and enhanced internal efficiency
• Follows written and recommend procedural changes (KC Knowledge Central) risk and compliance policies and procedures related to the department
• Works closely with Internal Quality Assurance team and Experience Owners to ensure risks are identified, monitored, modified, and controlled
• Identified Quality Assurance pivotal opportunities and control to improve experience
• Follow written risk and compliance policies, standards, and procedures for business activities.

• Experience utilizing the Center for Business Solutions (CBS) call model
• Uses established procedures and job experience to carry out moderately complex work assignments and conducts customer research, as necessary
• Monitors teams' day-to-day operations and represents the department
• Collaborates with team customers to resolve issues and identify appropriate issues for escalation
• Lead managing operational workflows and serving as an expert on product and procedures
• Proactively identifies opportunities to improve operating effectiveness and improve quality assurance score
• Provides feedback and coaching to the team customers through weekly coaching, Development and Lesson plans
• Serves as a process expert for collection support related and non-phone tasks.