Loan Operations Manager in Philadelphia PA Resume Donald Miller

DONALD K. MILLER 423 Longfield Road ▪ Newark, DE 19713 [email protected] ▪ (302) 743-8854

ASSISTANT VICE-PRESIDENT, BANK OFFICER Operations Manager ▪ Consumer Portfolio Leader▪ Vendor Management 

Senior Banking and Financial Officer specializing in Operations, Vendor Management, Contract Negotiation, Consumer Credit, Home Equity, Mortgages, Auto and Credit Cards, with a strong background in, Customer Service, Loan Workout, Experienced with MS Word and MS Excel.    

Loan Operations Financial Statement Analyst Loan Review Customer Service

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Loan Workout Loan Modifications Policies & Procedures Contract Negotiations

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Consumer & Commercial Loans Vendor Management Systems Designer Credit Card Portfolios

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Staff Management Trainer Dispute Resolution ALLL Calculations

SELECTED ACCOMPLISHMENTS ▪Successfully lead the loan team in converting to a new core system, improving overall customer experience ▪ ▪ Negotiated loan servicing agreement resulting in 100% increase in monthly service income ▪ ▪ Achieved and maintained Artisans record low delinquency rate of 1.5% - 2% ▪

PROFESSIONAL EXPERIENCE Office Team Administrative Jobs & Administrative Staffing

Contract Assignment at The Bancorp Bank beginning March 9th, 2015 ending July 10, 2015 $4.5 Billion Dollar in Assets Specializing in private – labeling banking and technology solutions to non-bank companies Loan Operations, review documents to insure properly scanned into system and completeness Deposit Operations / processing cleanup project to bring storage items into compliance Account Closures: Accurately review each request to determine fees and withholding charges and funds distribution methods. Process all account closure requests received from the Fulfillment area according to policy. Worked on special projects for corrections on 1098-R and 5498 tax forms. VACO Resources Specializing in consulting, contract and permanent placement of senior financial professionals

Contract Assignment at Ellucian Technologies beginning September 8th, 2014 ending November 21st, 2014 Provides various software packages for higher education institutions Renegotiated Software Maintenance Agreements Contacted various higher education institutions to renegotiate current maintenance agreements from a payment in arrears cycle to a payment in advance cycle.  Increased cash flow to $4.7 million dollars over the next 24 months  Increased Net Profit Value to $1.3 million for 2015  Held cost of incentives being offered to $163,000  Had a contact ration of 84% of portfolio I was responsible for.(Approximately 109 clients)

ARTISANS’ BANK, Wilmington, Delaware

1998-2014

400 million dollar bank specializing in consumer and commercial accounts.

AVP Credit Administration, Loan Workout, Recoveries and Consumer Collection Manager (2007-2014) Manage and collect past due consumer and commercial workout loans, foreclosures and bankruptcies while advising lenders on credit. Work with compliance and audit colleagues in preparation of bank exams and audits. Performed loan reviews on consumer portfolio while managing 1099 IRS reporting of loans, foreclosures and debt forgiveness. Respond to customer issues regarding loans and credit bureau disputes. Negotiated with third-party collection agencies and attorneys regarding repossessions, foreclosures, bankruptcies and deficiency balances; secured a sliding commission on collections and a lower, flat rather than hourly fee rate paid to attorneys.  Developed and implemented repossession agent tracking system that saved Artisans’ from paying high fees for unnecessary work which decreased overall losses, increased recoveries and ultimately resulted in a net loss of only .46 %, the lowest ever recorded.

DONALD K. MILLER [email protected] ▪ (302) 743-8854

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Negotiated and replaced a 20 year old servicing agreement with DE State Housing Authority at a higher fee, updated compliance procedures within budget, increased re-imbursement of set-up fees, and all statement mailing cost, reducing cost to Artisans’ by approximately $240,000 per year. Improved Artisans’ ability to refuse loans while increasing monthly service income by 100%. Assumed a leadership role in credit administration and loan workout areas, worked with a team to reduce classified assets from $30 million to $7 million while maintaining responsibility for $50 million consumer portfolio. Improved third party collection system by having vendor rebuild system to properly distribute accounts, generate automated past due reminders and late notices, and generate activity reporting. Maintained Bank’s low Consumer Delinquency rate of 1.5% - 2%.

AVP Loan Operations and Consumer Collection Manager (2001-2007) Led teams for both commercial and consumer lending for conversion to new core operating system while also assuming management of loan operations along with my collection management duties. Developed loan boarding sheets to better manage new loan input and modifications, cross training schedules while supervising a staff of nine.  Developed, implemented and trained staff on new standards for customer service and established system to monitor on-going performance.  Worked with Consumer Credit Manager to successfully transfer a $1 million credit card portfolio with excessive losses to a third party credit card vendor enabling bank to still seamlessly offer credit cards to our customers through its affinity program. Additional benefits included the reduction of a staff member, and an influx of $800 thousand after all expenses.  Transitioned servicing rights for $25 million of residential mortgages backed by Freddie Mac and Fannie Mae and improved systems and process; developed a database compatible with new server, worked with marketing to notify borrowers, developed customer service scripts to ensure a smooth transition, and correctly reported transferred accounts to various credit reporting agencies.  Reduced staff from 9 to 5 cutting salary expenses and reducing overall cost to bank while maintaining high levels of customer service to both internal and external customers.  Directed conversion to a new core system for lending areas including identification of staff, establishment of parameters and transaction code development, reporting and loan mapping for proper credit bureau reporting.  Conducted staff training classes, wrote the training manual and successfully completed conversion with little impact on customer account services.  Assumed additional duties with customer complaints and credit reporting disputes.  Assisted in identifying potential fraud for deposit accounts.  Established process and procedure for collection of negative balance deposit accounts, increasing recoveries by 40%. Collection Manager (1998-2014) Responsible for collection of past due consumer loans including residential mortgages, home equity lines of credit, automobile, personal loans and credit cards. Rebuilt third party vendor system that properly identified and lined up all accounts, established and distributed past-due and reminder late notices and created series of dunning letters for each loan product. Assumed responsibility for regularly scheduled delinquency reports for senior management and board of directors. Led the re-marketing sale of repossessed auto loans and property foreclosures.  Reduced overall delinquency rate by 98.5% (high of 10% to a low of 1.5%) Maintained this low delinquency rate through entire Artisans career  To decrease overall losses and charge-offs, negotiated agency agreement to collect on charged-off deposit accounts which decreased these losses, retained customers and increased deposit recoveries by 40% EDUCATION American Institute of Banking, 1995 Regulatory University Certificates of Completion for the following: OFAC Basics, BSA/AML, Information Security, FDIC Insurance Basics, UDAAP, Deposit Products, Anti – Harassment, Regulation D, Truth in Savings Act (Reg DD) Other Certifications Fannie Mae: Pursuing Alternatives to foreclosure, Strategies for Loss Mitigation Servicing Residential Mortgages, Managing Foreclosures Jack Henry & Associates Silverlake Report Building with Cognos (Impromptu)

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