SHANA GRAY
North Richland Hills,TX
Summary
High energy, well-rounded Senior Bank Professional with over 18 years of experience in the Affluent Consumer & Business Banking Segment. My success is built on the foundation of white glove service, prompt, and deliberate execution, and never compromising my work ethics or integrity. My Leadership style and business acumen are driven by excellence; and this core principle has allowed me to develop and maintain trust with employees, clients and strategic partners. Experienced in all aspects of operations management, customer service, administrative support, and credit risk across diverse services sectors. Extensive background in compliance, data interpretation, risk, and customer service management, collections. Also have experience in managing workflow, coaching others, building a successful team, and creating a high-performance culture in demanding fast-paced environments.
Overview
9
9
years of professional experience
Work History
Asset Recovery Specialist
Mercedes-Benz Financial Services (Hybrid)
Fort Worth, TX
12.2023 - Current
- Recovering leased or financial assets, such as vehicles, in compliance with Mercedes-Benz’s policies and applicable regulations
- Managing the repossession process, from locating and securing assets to coordination protocols, maintaining accurate records, and liaising with legal teams to mitigate risks
- Negotiating with borrowers to facilitate voluntary surrenders or payments arrangements, demonstrating strong communication and conflict resolution abilities to achieve positive outcomes for both MBFS and customers
- Make outbound and take inbound calls from MBFS (Daimler Truck-DTFS) customers for purposes of reinstatement or redeeming of vehicle(s)
- Provide excellent customer service while handling incoming calls for external and internal customers with phone courtesy
- When customer contact is a challenge, perform skip tracking activities to locate the customer and collateral and assign out for repossession when applicable
- Assist with training of new hires
- Floater for working special projects with additional work responsibilities assigned by leadership.
Manager II-PM Deal Fulfillment and Support, Production
BMO Harris Bank N.A., Irving, TX (conversion from GE Capital) (Remote)
Irving, TX
12.2021 - 06.2023
- Managing a team of 17 employees + Team Lead on a daily functions & business processes
- Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders
- Attracts, retains, and enables the career development of top talent
- Improves team performance, recognizes and rewards performance, coaches’ employees, supports their development, and manages poor performance
- Fosters a culture aligned to BMO purpose, values, and strategies
- Provides advice and guidance to assigned business/group on implementation of solutions
- Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs
- Conducts independent analysis and assessment to resolve strategic issues
- Breaks down strategic problems, and analyses data and information to provide insights and recommendations
- Interviewing for hires, training, coaching and develop direct reports
- Conduct of account reviews
- Assistance with staff as needed
- Processing of monthly charge-offs, preparing various daily, weekly, and monthly reporting
- Attendance tracking and implementing corrective actions for direct reports as needed
- Corroborate adherences to department and organization procedures & policies.
Manager 1, Collections CQ
BMO Harris Bank N.A., Irving, TX (conversion from GE Capital) (Remote)
Irving, TX
03.2020 - 12.2021
- Managed a team of 15 employees with a keen focus on delivering exceptional customer service + 2 Team Leaders
- Sends out client communications, transaction processes, and interfaces with operations partners to ensure customer needs are met
- Addressed the most complex escalated customer requests and transactions
- Probed to understand customer needs and provided advice related to payments and overall collections strategies in the best interests of the customer
- Integrated marketing promotions and programs into customer conversations as appropriate
- Executed established loss mitigation processes/procedures for the resolution of non-performing and high-risk accounts
- Interviewing for hires, training, coaching and develop direct reports
- Conduct of account reviews
- Assistance with staff as needed
- Processing of monthly charge-offs, preparing various daily, weekly, and monthly reporting
- Attendance tracking and implementing corrective actions for direct reports as needed
- Corroborate adherences to department and organization procedures & policies.
US Financial Analyst I
BMO Harris Bank N.A., Irving, TX (Hybrid)
Irving, TX
10.2015 - 03.2020
- Successfully reviewed deals for possible credit by analyzing personal and business financial statements
- Displayed excellent negotiator skills while understanding how federal, state, and local laws that affect credit decisions
- Exhibit skills of being an independent thinker by being able to reach a sound decision based on facts
- Successfully assisted in areas of sales, booking, funding, and collection
- Processing of monthly charge-offs, preparing various daily, weekly, and monthly reporting
- Training of new hires and assistance with other departments as needed
- Collaboration with various teams for success of the delivery of financial, industry, economic and other analysis to facilitate decision making, while also ensuring adherence to credit policies, guidelines, and applicable regulatory requirements
- Review and create loan documentation and participates in the closing process including coordinating with Credit Services and involvement in documentation/closing discussions.
Education
MBA of Science Business Administration -
South University
Savannah, Georgia02.2020
Bachelor of Science Business Administration -
Argosy University
Dallas, TX03.2018
Skills
- Window-based operating systems
- Microsoft Word
- Excel
- PowerPoint
- One Note
- Teams
- Sales Force
- Lexis Nexis
- KYC
- SharePoint
- Data Scan
- Moxi
- OFAC
- Siebel
- Livelink
- Commercial Asset Management
- Active listening
- Decision Making
- Collaboration
- Attention to Details
- Underwriting
- Negotiation
- Loan Structuring
- Credit Documentation
- Problem Solving
- Oral and Written Communications
- Financial Analysis
- Business Acumen
- Account Management
- Collateral Management
- Data Collection
- Entry
- Interpret Relevant Laws
- Rules
- Regulations
References
Available Upon Request Along with additional work history
Timeline
Asset Recovery Specialist
Mercedes-Benz Financial Services (Hybrid)
12.2023 - Current
Manager II-PM Deal Fulfillment and Support, Production
BMO Harris Bank N.A., Irving, TX (conversion from GE Capital) (Remote)
12.2021 - 06.2023
Manager 1, Collections CQ
BMO Harris Bank N.A., Irving, TX (conversion from GE Capital) (Remote)
03.2020 - 12.2021
US Financial Analyst I
BMO Harris Bank N.A., Irving, TX (Hybrid)
10.2015 - 03.2020
MBA of Science Business Administration -
South University
Bachelor of Science Business Administration -
Argosy University
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