Stephen M. Rutledge
FinTech Executive
Las Vegas,NV
Summary
FinTech expert with 14 years experience in contact center management, client management, and risk management. Have consistently delivered results by increasing revenue, managing delinquency, identifying client/consumer needs by providing recommendations and implementing technology products that solve problems and enhance capabilities. An entrepreneur at heart and a team player that will lead from the front and take on any task assigned.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Executive Vice President, Operations
Choice Payment Services
Las Vegas, Nevada
05.2019 - Current
- Direct oversight of all operations functions including the contact center, quality assurance, outsourcing, and merchant enrollment.
- Implemented processes to shape organizational culture, optimize procedures for higher efficiency and help a startup company evolve and grow.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Partnered with vendors and suppliers to effectively manage, budget, maintain cost controls, and improve operations.
- Spearheaded department training to enhance employee performance and boost productivity.
Vice President, Receivables Management
UGA Finance
Kansas City, Missouri
01.2019 - 04.2019
- Direct oversight of all contact center functions including customer service, pre/post charge-off collections, dispute resolution, quality assurance, and outsourcing.
- Implemented speech analytics for the contact center to assist in mitigating risk of consumer interactions.
- Successfully setup outsourcing on consumer receivables eligible for legal.
- Worked with I.T. to implement an online portal for consumers to input complaints and disputes, resulting in an 11% reduction of inbound call volume.
- Resolved issues and recommended actions based on production and compliance reports.
- Monitored industry trends, keeping current on latest changes and competition in industry.
Director, Risk Management
UGA Finance
Kansas City, Missouri
12.2013 - 01.2019
- Direct oversight of all contact center functions including customer service, pre/post charge-off collections, dispute resolution, quality assurance, and outsourcing
- Direct oversight of credit underwriting and client services
- Recipient of the vivint.smarthome 2018 agency of the year award.
- Designed UGA's automated credit underwriting model and worked with I.T on testing and implementation, resulting in a two-fold increase in purchase volume and a 200 basis point decrease in delinquency
- Took over our post charge-off collections company in January 2017 during a challenging system conversion and successfully pulled the company through it
- Created executive reports to assist in managing and providing insight to client specific portfolio's
- Developed UGA's client on-boarding experience by implementing touch points during the first 120 days of initial launch, resulting in an increase in client retention from 50% to 70% after 9 months of implementation.
Operations Manager
UGA Finance
Kansas City, Missouri
02.2011 - 12.2013
- Direct oversight of early-out contact center including pre charge-off, customer services, dispute resolution, an quality assurance.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Implemented the consumer help desk to assist in dispute resolution.
- Successfully worked with I.T. to redesign the phone system using IVR and skills-based routing.
- Started a quality assurance department to monitor agents to assist in coaching a mitigate risk.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
Collections Manager
Convergys
Olathe, Kansas
02.2009 - 02.2011
- Direct oversight of Bank of America's high risk management unit with an average monthly portfolio exceeding $200 million.
- Average monthly voice of customer results greater than 70%.
- Recipient of Bank of America's agency of the quarter 4 out of 8 quarters.
- Implemented a new hire training program that would provide continuous training for the first 90 days of all new hires.
- Developed a skip-tracing strategy to increase portfolio liquidity and decrease delinquency.
- Conducted investigations of customer accounts and payment histories.
Education
Bachelor of Science - Finance
University of Kansas
Lawrence, KS 08.2003 - 05.2008
Skills
Salesforce
undefinedTimeline
Executive Vice President, Operations
Choice Payment Services
05.2019 - Current
Vice President, Receivables Management
UGA Finance
01.2019 - 04.2019
Director, Risk Management
UGA Finance
12.2013 - 01.2019
Operations Manager
UGA Finance
02.2011 - 12.2013
Collections Manager
Convergys
02.2009 - 02.2011
Bachelor of Science - Finance
University of Kansas
08.2003 - 05.2008
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