Nancy Connors

Oversaw Loan Collections department responsible for ensuring the effective operations of the collections function.

• Led a team of 10 employees focused on reducing delinquency rates for a $3B loan portfolio inclusive of commercial, residential, direct and indirect auto loans.
• Maintained delinquency rate below industry average for federally insured credit unions.
• Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
• Developed and maintained strong relationships with clients, resulting in increased business opportunities.
• Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.

• Coordinated efforts between legal counsel and internal teams on escalated cases requiring litigation or other legal intervention.
• Streamlined communication with clients, resulting in more efficient negotiations and payment resolutions.
• Maintained accurate records of client accounts, ensuring timely updates on payment status and history.
• Assisted in reducing delinquency rates through consistent follow-ups and personalized payment plans.

• Oversaw training initiatives for new hires, resulting in increased productivity and consistent performance standards across the team.
• Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
• Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
• Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.

• Established strong customer relationships through excellent communication and attentive service.
• Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
• Consulted with customers to assess needs and propose optimal solutions.
• Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.

• Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
• Trained and developed new team members in alignment with branch service standards and objectives.
• Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
• Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.