Jason Carnes
Grants Pass,OR
Summary
Results-driven Branch Manager with several years of comprehensive experience in financial services. Polished in managing branch, promoting, and marketing branch products and allocating funds. Deeply familiar with banking rules and regulations. Friendly professional dedicated to promoting and maximizing sales opportunities.
Overview
25
25
years of professional experience
Work History
Branch Manager
KeyBank
Grants Pass, OR
12.2021 - Current
- Monitored financial performance of the branch on a monthly basis.
- Participated in community events to promote brand awareness.
- Managed staff scheduling, hiring and training processes.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Ensured compliance with established policies, procedures and regulations governing banking operations.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
- Resolved escalated customer complaints in a timely manner.
- Created reports summarizing operational performance metrics for senior management review.
- Identified opportunities for process improvement initiatives within the branch.
- Established strong working relationships with external partners such as small business owners and local employers.
- Conducted regular performance reviews for all employees in the branch.
- Assisted other branches when needed during peak periods or special projects.
Senior Division Manager
Performant Recovery
Grants Pass, OR
01.2013 - 12.2021
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 10% while lowering employee attrition by 60%.
- Oversaw day-to-day business operations on production floor by fostering deep professional relationships within organization as well as with clients with objective to develop business growth.
- Mentor, train, and develop staff through positive reinforcement and analytics, fostering an inclusive and diverse team environment.
- Responsible for company revenue targets & growth.
- Extensive experience in compliance auditing / budgetary auditing.
- Responsible for working with HR and VP to develop company policies and procedures as well as training roll outs.
- Development of yearly revenue goals and targets, staffing to achieve targets, evaluation of incentives, creating incentive plans and budget planning.
- Developed how to monitor, train, and make sure all reps were productive and accomplishing company goals while maintaining compliance standards in a home environment.
- Conduct large training classes in person and online encompassing compliance, policies & procedures, goals, & new system roll outs.
- Managed over 1 billion in government assets across 35 government clients.
- Review and analyze loan documentation, financial statements and other similar loan and borrower information to assess risk, quantify repayment capacity, consider the adequacy of repayment sources and/or estimate recovery potential.
Lead Portfolio Manager
Performant
Grants Pass, OR
01.2001 - 12.2012
- Training each team member time management, how to overcome objections, and educate individuals on what programs are available and help them qualify by completing necessary paperwork.
- Lead by example with exemplary compliance following FDCPA and directives from CFPB as well as over achieving company goals.
- Took high volume incoming and outgoing calls though a multiple line phone system.
- Experience talking to emotional, hostile, or upset individuals with a focus on providing empathy, solutions, and de-escalation.
- Enacted intervention methods to proactively keep clients and families enrolled in various state and federal programs.
- Memorized and appropriately applied various state and federal policies, procedures, and rules.
- Determine eligibility based on need, resources, policies, and rule.
- Educate individuals on all available programs they are currently eligible for.
- Help individuals and families apply for various state and federal programs.
- Document every interaction with clear and accurate information.
- Adhere to department and corporate guidelines, policies and compliance procedures.
- Manage a loan portfolio to mitigate risk with deals consisting of multiple loan types and with unlimited complexity and potential for adversarial litigation.
Customer Care Representative
Performant Recovery
Grants Pass, OR
10.1999 - 01.2001
- Took high volume incoming and outgoing calls though a multiple line phone system.
- Experience talking to emotional, hostile, or upset individuals with a focus on providing empathy, solutions, and de-escalation.
- Enacted intervention methods to proactively keep clients and families enrolled in various state and federal programs.
- Memorized and appropriately applied various state and federal policies, procedures, and rules.
- Educate individuals on all available programs they are currently eligible for.
- Determine eligibility based on need, resources, policies, and rule.
- Help individuals and families apply for various state and federal programs.
- Adhere to required trainings in information security, anti-harassment, and all state and federal rules.
- Help individuals fill out required documents, or when necessary, verbally walk through the process.
- Help individuals obtain information regarding their annual income and monthly bills, while also calculating an affordable monthly payment based on income to debt ratio.
- Process payments using various payment methods, including but not limited to, paper check drafts, recurring credit card and debit cards.
- Consistently exceeded established goals assigned, while always treating everyone with respect and compassion.
Skills
- Excellent oral and written communication skills
- Excellent negotiation and interpersonal skills
- Expertise in Microsoft Office and Excel operating systems
- Knowledge of creditors rights, collection practices, and bankruptcy
- Knowledge of commercial credit products and loan documentation
Timeline
Branch Manager
KeyBank
12.2021 - Current
Senior Division Manager
Performant Recovery
01.2013 - 12.2021
Lead Portfolio Manager
Performant
01.2001 - 12.2012
Customer Care Representative
Performant Recovery
10.1999 - 01.2001