Consumer Operations Resume Sample
Heaven Auer
3122 Elizabeth Trail,
Detroit,
MI
+1 (555) 207 3961
Work Experience
Consumer Operations Execution Manager
04/2016
-
PRESENT
Los Angeles, CA
- Provide recommendations for solving complex business problems, breakage points and identifying operational gaps as part of the creation of the future state next steps, impact, prioritization, and estimates to remediate including proposed roadmap
- Responsible to provide mobilization expertise to the Consumer Operations, Operational Risk Management, Compliance, impacted business teammates and other impacted stakeholders
- Experience in driving results through influencing others
- Proven ability to build fruitful relationships across varying levels
- Proven ability to manage multiple initiatives and deliver on time
- Solid comfort level with basic operations
- Significant command of risk management and change management disciplines
Consumer Operations
03/2009
-
11/2015
Los Angeles, CA
- Working knowledge of Visio process mapping
- Manages the performance of team members. Defines accountabilities. Establishes performance objectives. Establishes employee/team performance measures and goals in support of the global vision. Provides career counseling, feedback and guidance. Ensures understanding of and compliance with all established policies and requirements
- Communicates and exemplifies UL’s Vision and Mission. Promotes a Lean learning environment. Identifies, supports and integrates Lean Sigma continuous improvement opportunities into all aspects of the job and throughout the organization. Leads employees to openly suggest, promote and embrace change
- Drives customer loyalty by engaging in regular customer interaction. Anticipates customer needs and provides proactive solutions. Gathers, shares and responds to customer feedback. Coaches and mentors staff to do the same
- Demonstrates an advanced understanding of how decisions impact business results, management concepts such as effectively building a diverse team and planning and thinking strategically
- Demonstrates the ability to manage employee performance through development of performance expectations and goals, managing employee relations issues, identifying and addressing training needs, planning and executing against required staffing levels and assisting in operational planning
- Demonstrates the ability to effectively manage employees and other team leads in a technical arena and to lead a Lean Sigma organization
- Demonstrates the ability to make the complex simple and present information in a concise, relevant and powerful manner
- Demonstrates the ability to analyze and interpret a wide variety of materials including analyses, data, financial reports and/or legal documents
MCA Analyst Consumer Operations
01/2006
-
12/2008
Phoenix, AZ
- Demonstrates the ability to work in and understand diverse cultural environments
- Ensure adequate internal/external pipeline for leadership positions in the CoE
- Ensure high retention and strong employee engagement in the COE
- Strategize, Conceptualize, Lead and partner for the Site as well as head the Consumer Operations Business Unit at the Site
- The role is of the Site Head of the Chennai Citi Service Centre (CSC) based out of Chennai
- The site supports the resource location and strategy for Citi. It is an ‘invest to grow’
- The Site Head drives and executes the CSC strategy particularly in the areas of Site Governance, Talent, Employee Engagement, Risk & Control, Communication, Overall Site Culture and Community Investment. Facilitates specific business (Citi) aligned communications or activities as appropriate
Education
Missouri University of Science and Technology
2001 - 2006
Bachelor's Degree in Engineering
Professional Skills
- Strong problem solving, organization and time management skills
- Prior experience directly pulling and analyzing data for the purposes of influencing business strategy
- Experience in a branch operations role with demonstrated proficiency in multiple disciplines related to the position
- Good leadership skill and experience in managing team
- Intermediate skills in MS Office and Power Point
- Prior experience within the mortgage industry, specifically in an operations business line
- Continuously evolve Chennai CSC talent and skillset to cater to Citi’s resource and location strategy
How to write Consumer Operations Resume
Consumer Operations role is responsible for database, leadership, excel, manufacturing, mainframe, retail, credit, training, refining, reporting.
To write great resume for consumer operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Consumer Operations Resume
The section contact information is important in your consumer operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Consumer Operations Resume
The section work experience is an essential part of your consumer operations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous consumer operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular consumer operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Consumer Operations resume experience can include:
- Good communication skills (both English and Chinese and Japanese)
- Analyze and define methodologies to prioritize collection and recovery efforts by developing risk based collection strategies
- Banking Operations experience
- Experience Deploying processes, policies, or procedures
- Proven ability to formulate strategies for delivering on stated objectives
- Proven ability to handle stressful, fast paced and changing environment and maintain confidentiality
Education on a Consumer Operations Resume
Make sure to make education a priority on your consumer operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your consumer operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Consumer Operations Resume
When listing skills on your consumer operations resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical consumer operations skills:
- Good analytical skill, as well as good in problem solving and has a good of sound judgment for making decision
- Technical writing skills and/or experience writing policies/procedures
- Good leadership skill; able to do coaching and support cluster head to manage the team
- Finding and vetting potential new partners, conceptualizing the implementation, and validating the opportunity
- Good understanding of banking operations
- Experience with CAT Testing
List of Typical Experience For a Consumer Operations Resume
1
Experience For Consumer Operations Execution Manager Resume
- Performing and documenting assigned test work and reporting out on results
- Developing ad hoc reporting queries
- Supporting line managers with ongoing information needs
- Building positive relationships with vendors and business partners
- Assisting managers and supervisors with projects and process improvement ideas
2
Experience For Consumer Operations Execution Professional Resume
- Manage complicated reporting activities including but not limited to Dashboard reporting
- Lead policy development, syndication and implementation through analysis and written proposals detailing financial impact analysis and operational execution, balancing business needs and effective risk management
- Evaluate all channel strategies for collections and build an optimization strategy to leverage low cost/self serve tools where appropriate based on customer behavior/risk
- Determine appropriate program offers by evaluating settlement thresholds, renegotiated trends and desired customer treatment based on risk
- Lead the development, implementation and execution of a comprehensive framework to address End of Draw (EOD) / End of Term (EOT) emerging risk events
- Maintain vendor scorecards to monitor vendor performance both from a key metric and regulatory testing performance perspective
- Perform final checklist sign off of all One View letters after confirming that all documents are in the application and that the file is complete
- Evaluate loan servicing data, research issues along with exceptions and execute appropriate changes
- Execute quality control measures with respect to loan servicing
3
Experience For Consumer Operations Dispute Analyst Resume
- Cross-train on PEGA and serve as primary SME across Loan Servicing
- Execution of documented business procedures that relate to operational processes in support of Consumer Lending products
- Determine the appropriate vendor strategy based on industry best practices and analysis of the value based on stream
- Manage and/or source new decision engines within DMMFO to ensure they are built to support the future business strategy
- Manage end-to-end MIS production and ad-hoc analytics as required. Provide commentary on key trends and ensure prompt escalation of early warning triggers or signs of deterioration within the portfolio
4
Experience For MCA Analyst Consumer Operations Resume
- Lead all efforts related to the line management process including conceptual syndication with the business, strategy development, , and tracking & monitoring program performance
- Operation experience or audit/control experience with a financial institution
- MS Access database development
- MicroScript process automation tool or equivalent
- MicrosSoft Office tool suite
- Support Dalian Consumer Ops Quality Assurance Team Head and to oversee various control functions including, MCA, COB, information security, eDCFC, record management, etc
- Base on i-CAP system to monitor O&T CAP status belong to the department and track the correction progress, timely escalate any at-risk CAPs to ensure no overdue CAPs
- Support the Dalian Consumer Ops QA Team Head and the CSTC MCA Coordinator in coordinating MCA testing and the annual risk assessments, ad hoc cleanup etc
5
Experience For Director Consumer Operations Resume
- Support and coordinate the implementation of Electronic Department Control Function Checklist (eDCFC) per country Consumer Ops requirements
- Assist and conduct necessary training to enhance awareness and strengthen compliance senses for relevant Citi policies & processes and local regulatory requirements
- Support to conduct ad hoc reviews and audit reviews
- Maintaining and developing tools required to perform testing and create management level reporting, including Excel files, pivot tables and other system applications used by the department
- Experience in a financial industry
- Collaboration with other operational and business departments to ensure a positive customer experience and compliance with all rules and regulations
- Prepare and maintain departmental logs and reports
- Ensure all procedures adhere with company policies and government regulations
6
Experience For Consumer Operations Execution Senior Professional Resume
- Execute on-site side by side procedural reviews and suggest simple processes as and when applicable
- Respond to internal/external inquiries
- Ownership and accountability of time sensitive customer requests
- Primary point of contact for CRM team when working with Internal Audit or regulators’ exams in collecting documentation from appropriate CRM managers and uploaded to SharePoint and responding to auditors’ inquiries
- Risk Controls Testing point of contact for CRM team ensuring CRM managers are aware of upcoming scheduled testing and collecting documentation from the appropriate CRM managers and providing documentations and responses to Risk testers. Also work with Risk Controls team in developing controls/tests
- Excellent written and verbal communication and ability to speak within a group setting
7
Experience For Liaison Control Consumer Operations Resume
- Developing EUDA databases
- Contributor to new initiatives pertaining to collateral products, processes, on-boarding new vendors
- Conduct bi-weekly CRM/Risk/Legal/Compliance Meetings to include agendas/meeting minutes
- Responsible for ensuring the Collateral Policy Manual remains current as compared to practices and process and ensuring any changes are passed along for inclusion as well as making proposals on behalf of CRM for policy changes
- Responsible to ensure all CRM procedures prepared by responsible teams’ managers remain current and posted on the GRC and DocuShare sites when created/revised and approved by CRM Manager
- Preparation of all communications for the CRM Department to include internal Communications and Newsletter articles for CRM team, internal for Mortgage and Equity business lines and external for AMC vendors
- In depth collateral knowledge to research and provide responses to various referrals pertaining to collateral reports while complying to secondary market requirements
- Maintaining the FNC GAAR Rules auto-DNA and Critical Rules and Static Rules as they pertain to appraisal reports
8
Experience For Consumer Operations Execution Senior Specialist Resume
- Engagement with industry peers in maintaining an Industry Peers Spreadsheet collecting best practices on various topics
- Awareness of Interagency Guidelines and on-going insurance CRM’s practices remain within those requirements
- Work closely with branch services and the product managers for new product and existing ones
- Maintains an open two way communication among co-worker and superior in order to achieve a conducive working environment
- Direct engagement with investors and vendors as needed
9
Experience For Consumer Operations Manager Resume
- Preparation of various types presentations needed by the Department on assorted topics
- Work with business lines on needs as they relate to property related matters and overlays
- Involvement with vendors when they are on-site and teleconferences
- Manage and lead team of Investment, Loan and Deposit operations to support the business
- Manage the back office operations of Investment (Mutual Fund, Bonds, etc.) and Loan Deposit
10
Experience For Manager Sub-region Consumer Operations Resume
- Manages and enhances day to day operations and process improvement and cost savings
- Manage and lead projects/tasks as assigned
- Create conducive working environment in team through maintaining open communication, regular meeting, and ensure full participation at department team building activities
- Sets and communicates policies, long term plans, ‘big picture’ concepts and other relevant information
- All administrative functions within the FNC platform including; Vendor set-ups; Colleague Profile Maintenance; Appraiser Ineligible and Conditional Lists; Appraisal Fee Table; Appraisal Service Types; Appraisal Turn Times and other technical and/or ancillary administrative functions pertaining to the FNC Platform
- Organizing, maintaining and archiving change control documents, test plans and departmental communication. Collaboration with internal and external business partners is imperative for successful system enhancement implementation
- Providing feedback from the CRM department regarding the platform funcionality and communicate any suggestions or potential opportunities to improve efficiencies
List of Typical Skills For a Consumer Operations Resume
1
Skills For Consumer Operations Execution Manager Resume
- Excellent customer focus and passionate about providing world class service
- Experience in the development of strategies leveraging analytics in Collections and Recovery
- Good communication abilities to serve as liaison between different groups within the Organization
- Experience in Credit Risk environment
- Strong verbal and written communication in English and Indonesia
- Experience in operations roles
- Experience with general systems such as MS Word, MS Excel & Outlook
2
Skills For Consumer Operations Execution Professional Resume
- Previous experience in process improvement projects
- Operations and Risk Experience
- Solid knowledge MS Office
- Leading and managing large teams for 2-4 years
- Managing assigned teammates and coordinating departmental activities
- Seeking to drive continuous enhancements to existing demand management processes and tools
- Controlling existing mainframe focus reports
- Serving as a coach and mentor for junior teammates
- Facilitating weekly meetings with the Consumer Operations Leadership team to review new activity
3
Skills For Consumer Operations Dispute Analyst Resume
- Developing EUDA (end user developed application) databases
- Managing the EUDA inventory
- Reporting for campaigns, billing and overall site metrics
- Driving performance increases through design and testing of look and feel enhancements
- Innovation: Look for business oriented solutions, whilst ensuring coverage of regulatory and policy standards and engaging with stakeholders
- Consumer Loan Servicing processing or technology role
- Consumer Lending processing or technology role
4
Skills For MCA Analyst Consumer Operations Resume
- Forward looking strategic and operational plan for the Chennai CSC including headcount requirements, infrastructure and governance
- Identify and manage the risk, minimizing the outcome and escalating where appropriate
- Relationships: Able to build rapport with key business stakeholders, ensuring open information flow. Be sought out as an expert and constructive advice giver
- Accountable for managing cost
- ALS or equivalnet loan servicing system
- In depth knowledge of mortgage banking products, operations and/or property valuation
- Competence in Risk and Control, detailed knowledge of Citi policies and procedures, ability to identify and mitigate emerging risks
5
Skills For Director Consumer Operations Resume
- Assist in delivering ‘Deep Dive’ Reviews for Risk Identification, Analysis, and Management
- Conducts problem solving and projects of moderate complexity with little or no direction
- Makes recommendations for change to improve processing techniques and quality
- Manage and develop a high-performing and engaged workforce
- Be familiar with consumer operation and regulatory reporting
- Leadership & Management: Develop and communicate strategies to achieve required business practice standards
- Proactive: Challenge status quo, look for gaps or improvements in current business practices, anticipate change and act to ensure business readiness
- Support the successful & timely completion of programs to achieve business goals
- Foster co-operative and collaborative work
6
Skills For Consumer Operations Execution Senior Professional Resume
- Ensures compliance to all Citibank policies/compliance/procedures and other regulatory requirements
- Coordinate directly with third party ad servers, rich media vendors, clients and internal staff on all elements related to creative specifications, submission, ad trafficking and tracking
- Regular site QA to ensure continued function and that releases do not affect performance or tracking – this includes reproducing and refining observed bugs for escalation, providing follow-through and timely resolution of issues
- Consumer Loan Processing Systems
- Mainframe Focus or equivalent reporting tool
- Automated maintenance scripting tools
- Be the in-house expert for cross-platform ad operations
7
Skills For Liaison Control Consumer Operations Resume
- Financial services/operations
- Access database development or equivalent database tools
- Proficiency in Microsoft Word, Excel, Access, PowerPoint and Outlook, Real EC, FNC CMS Platform, Empower.Net/CMSI and various internet applications
- Organized with a strong capacity to multi-task and work well under pressure in a fast paced environment with effective and proficient oral and written communications skills in a highly professional manner with internal and external partners while effectively monitoring and prioritizing deadlines
- Proactive sense of identifying needs/issues and swiftly addressing matters independently
8
Skills For Consumer Operations Execution Senior Specialist Resume
- Confidently lead meetings, speak before groups and conduct training sessions
- Able to work multi task accurately with interruption and meet the deadline
- Has a computer skill and experience working in computerized office environment i.e MS Office, PPT slide, database and excel spread sheet to prepare correspondence, report MIS, data statistic and reconciliation
- Experience working in an operations environment
- Experience using MS Word, Excel & Outlook
- Track record of initiating and executing initiatives to conclusion
- Has ability to manage project and lead the task - planning and execution
- Have initiative and integrity in doing his / her works
9
Skills For Consumer Operations Manager Resume
- Identify and execute solutions using data
- Adaptive and fast learner
- Membership/desire to join US Postal Council
- Expertise in types of postage/how postage works
- Awareness of Software Development Life Cycle
- Escalate issues and concerns to the Consumer Operations Leadership team
- The Site Head insures the application of globally consistent Citi practices across the site and executes the appropriate site level risk and control activities
- Handle users’ and correspondent banks’ enquiries promptly
- Fluent English (desirable) and Spanish
10
Skills For Manager Sub-region Consumer Operations Resume
- To initiate and support process improvement activity and help to embed a culture of continuous improvement
- To facilitate change through projects
- Partner with other department and / or divisions with common goals
- Be flexible to react and/or implement change initiatives
- Advanced knowledge of corporate policy, laws and regulatory requirements of area of responsibility along with a strong understanding of the compliance/regulatory environment
- Controlling existing Mainframe Focus report
- Delivering results from existing maintenance scripts
List of Typical Responsibilities For a Consumer Operations Resume
1
Responsibilities For Consumer Operations Execution Manager Resume
- Work in conjunction with the Appraisal Management Companies, Appraisal Fulfillment, Review and Project Management Teams within the CRM Department to ensure the processes and procedures outlined align with the functionality of the FNC Platform
- Act as a representative to understand Postal Regulatory changes, monitor postage budget spends
- Trend data to provide the team with insight into Business trends that impact the daily production and financial impacts of mailing to the customer, as well as other portions of the business as needed
- Support, cascade and influence the Simple culture working on initiatives in support of enhancing customer service and satisfaction within our team and for Citizens Bank
- Strong analytical skills with intermediate or higher experience working on Microsoft Office applications, PowerPoint, Word and Excel
- Primary focus is on day-to-day deliverables, to improve the customer experience, ensuring the cases opened are reviewed and responded to within SLA and monitoring for customer contact coaching opportunities
2
Responsibilities For Consumer Operations Execution Professional Resume
- Responsible to review and approve money movement transactions, this includes strong understanding of the banks guidelines for risk and fraud. Approval of transactions requires detailed inspection of multiple facets of the various transactions
- Scope, plan and manage the customer cases through their entire life cycle, ensuring SLAs are met. This includes ensuring that the system is capable of enabling the business to achieve benefit realization and making recommendation for enhancements or process improvements
- Good knowledge of MS Word , MS Excel & Outlook
- Experience with Payments
- Investigate, document and resolve customer issues by working with the key stakeholders in the appropriate area, following up to ensure SLAs are met
- Consumer Loan Servicing
- Evaluating new Consumer Operations projects (funded and non-funded), Risk issues, Redress efforts and other Consumer Operations demand requirements, or participating in forums in which such activities are vetted, to understand resource consumption, to ensure engagement by appropriate Consumer Segment teams and to develop a preliminary view of root cause (as appropriate)
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