Summary
Overview
Work History
Education
Skills
Timeline
Generic

Travis Wright

Chandler,AZ

Summary

I am a reliable and self-motivated leader with over 30 years of management experience, including 18 years in the auto collections industry and 10 years in mortgage loss mitigation. I excel in performance-driven environments and have a demonstrated track record of building and leading high-performing teams that exceed operational goals. My core strengths include strategic problem-solving, exceptional communication, and the agility to navigate and adapt to evolving business landscapes.

Experienced with managing collections operations and implementing effective strategies to recover overdue accounts. Utilizes strong negotiation and communication skills to achieve high recovery rates and maintain positive client relationships. Track record of successfully streamlining processes and enhancing team efficiency.

Overview

25
25
years of professional experience

Work History

Collections Manager - Assistant Director

Flagship Credit Acceptance
01.2016 - 01.2025
  • I was responsible for analyzing reports to identify areas of opportunity that would help my supervisors achieve optimal results in their staff’s key performance indicators while maintaining departmental business standards. This ensured that loan servicing met its monthly performance goals. I also spearheaded special projects aimed at enhancing the company’s efficiency. My responsibilities included interviewing loan servicing representatives and supervisors, setting objectives for call center staff, and addressing escalated customer inquiries or issues that arose in the call center.
  • Promoted from Supervisor III to Manager.
  • Collaborates with Senior Leadership and support teams to effectively develop and implement business plans for the Flagship Credit Acceptance Call Center.
  • Directly manages and engages with the collections department to enhance processes and activities.
  • Oversees the daily operations of the collections team, which includes over 135 indirect staff members and 12 direct reports.
  • Focuses on achieving Key Performance Indicators (KPIs) related to the recovery of overdue loans.
  • Ensures compliance by creating processes that adhere to all regulatory requirements.
  • Partnering with Quality Assurance to deliver comprehensive training, coaching, and personal development for both leadership and staff.
  • Takes on additional tasks and responsibilities as assigned by leadership.
  • Develops tailored strategies to enhance Loan Servicing performance.
  • Collections Supervisor II
  • Determines work priorities, plans, schedules, assigns and reviews work. Trains and evaluates assigned personnel. Investigates and resolves difficult or highly sensitive collections accounts. Interacts with customers; explains and interprets regulations and procedures; determines exceptions to payment policy or procedures; and authorizes extensions, repossessions, and modification referrals. Functions as a resource person on collections function. Worked in various departments within collections – Late Stage, Mid Stage, and Early Payment Default.
  • Promoted from a Supervisor I to Supervisor II
  • Part of the Livevox to Aspect VIA transition leadership team to insure a smooth and seamless exchange from one calling platform to the new calling platform.
  • Improved overall collections efficiency by implementing strategic collection plans and processes.
  • Enhanced team performance through regular training, coaching, and feedback sessions.
  • Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
  • Worked with legal resources and recovery teams to manage default issues.
  • Reduced delinquency rates with proactive account monitoring and timely communication.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Streamlined collections procedures for increased productivity and reduced manual efforts.
  • Maintained compliance with federal, state, and local regulations governing debt collections practices.
  • Monitored industry trends and best practices to continuously improve collections operations.
  • Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.

Collections Supervisor

United Auto Credit
01.2014 - 01.2016
  • Determines work priorities, plans, schedules, assigns and reviews work. Trains and evaluates assigned personnel. Investigates and resolves difficult or highly sensitive collections accounts. Interacts with customers; explains and interprets regulations and procedures; determines exceptions to payment policy or procedures; and authorizes refunds. Functions as a resource person on collections function. Represents UACC at court proceedings for uncollectible accounts. Reviews, formulates, and recommends policies and operational procedures for areas of responsibility.

Business Unit Manager - AVP - OHP

CitiMortgage Company Inc.
01.2005 - 01.2014
  • As an Office of Home-ownership Preservation Business Unit Manager, I was responsible for managing a large team of agents, making sure that the staff has the tools and the motivation daily to ensure success. The duties of this position were to uphold all the policies and procedures of not only the bank but also our investors. This role gave me the opportunity to foster communication with underwriting to maintain the highest standards for the submissions that my unit produced.
  • Managed between 16 to 26 full time Mortgage servicing counselors.
  • Consistently exceeded quality standards, with the past 3 years averaging 96.7%
  • Kept “In Standard” results the highest in the department over the past year, averaging 96.52%. That was a 13% difference over the rest of the teams in my department.
  • Incentive goals for my staff over the course of 3 years were 118% to goal.
  • 100% compliant on all training that was assigned to staff and me.
  • Took on a team of agents that had missed goal by more than 40% each month and had them achieving goal the first month under myself with an increase of 60% in production.
  • Kept attrition rate under 2% in my 3 years as manager of OHP.
  • I achieved 25% better production standards than of the OHP teams that were working in the office. Received the Quality Excellence Award in Q3 2013 and received Star Player award in Q2 2013.
  • Lead trainer for transferring all work from home staff (160 employees) in Arizona over to the new Thin Client Wyse devices.
  • Promoted 3 times in my 8 years of service.
  • Operation Support - Risk Loss Mitigation
  • I was promoted to Operation Support (Lead) for the RISK portfolio team of which I was once a team member. In this role I was the liaison between management and the staff of about 12 Loss Mitigation specialists. This position required support tasks for both line level employees and management. In addition to this I also completed all the monthly quality call monitors and account reviews.
  • Loss Mitigation Specialist
  • As a Loss Mitigation Specialist, I was responsible for working directly with clients in the (RISK) portfolio. Primarily I worked with clients to develop win/win scenarios that enabled them to either retain or liquidate the property to avoid foreclosure. My everyday duties were to work a blend of inbound and outbound calls to those clients that were assigned to me. The standards for this role were to insure that as a Loss Mitigation Specialist, I was mitigating the losses for the bank. In the roe I met and exceeded the standards of this position.
  • Recovery Collector
  • As a Recovery Collector I was responsible for managing 400+ charged-off accounts weekly to insure proper coverage. Making sure that each account gets worked thoroughly by calling all the phone numbers on each account. If the account has no information, then I am responsible to utilizing skip-tracing tools that were provided to locate the client.

Collections Manager

Conseco Finance / GreenTree, Tempe, AZ
01.2000 - 01.2005
  • As a Collection Manager I was responsible for a $500mm dollars’ worth of mortgage accounts, while keeping delinquency within acceptable business target parameters. Managing to business goals, performing agent quality monitoring, proving agent consistent and timely feedback, and providing training for 14 employees. Analyzing daily reports, communicating with Senior Management on goal progress, and managing and allocating the teams work queues. Initiate rate modifications and extensions, handle escalated issues, and conduct team meetings. Managing a team on the Melita Dialer (Inbound and Outbound) blended dialer.
  • Promoted from X-day Outbound Manger to 30 plus collections manager.
  • Achieved a service award for best overall performance numbers in 2002.
  • Learned the Six Sigma Process and was working directly with a Green Belt

Education

High School Diploma -

Marcos De Niza
Tempe, AZ

Skills

  • Effective team facilitator
  • Collaborative team member
  • Strong motivational abilities
  • Clear verbal communication
  • Achievement-focused
  • Strategic leadership
  • Achievement-oriented
  • Professional development facilitation
  • Risk assessment capabilities
  • Past due balance management
  • Customer service management
  • Exceptional organization
  • Goal-oriented focus
  • Performance metrics monitoring
  • Time management mastery
  • Debt recovery expertise
  • Policy enforcement
  • Process improvement strategies
  • Conflict resolution techniques
  • Monitoring processes
  • Empathy and tactfulness

Timeline

Collections Manager - Assistant Director

Flagship Credit Acceptance
01.2016 - 01.2025

Collections Supervisor

United Auto Credit
01.2014 - 01.2016

Business Unit Manager - AVP - OHP

CitiMortgage Company Inc.
01.2005 - 01.2014

Collections Manager

Conseco Finance / GreenTree, Tempe, AZ
01.2000 - 01.2005

High School Diploma -

Marcos De Niza

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