Justin Etnyre

Oversee and empower 2-4 business analysts managing issue resolution for Student and Personal Loans, achieving >90% SLA success and reducing turnaround from 45 to 20 days through process reengineering and cross-functional collaboration.

Led a team of 6 analysts performing quality control for student loan restitution, finalizing 95% of reviews within two days and completing scope within 12 months via documentation and knowledge-sharing initiatives.

Guided Agile team through EDW migration to cloud, converted Kanban to Scrum, reduced technical debt from ~50% to <10%, and delivered 300+ data structure elements to improve consistency and accuracy.

Spearheaded roadmap and delivery of an Overdraft Line of Credit MVP, coordinating cross-functional teams and securing resources to complete multi-sprint development and implementation.

Led subject matter experts and timelines for major servicing platform migration, producing 200+ requirements and supporting 100+ agents on GUI adoption for Personal and Student Loan portfolios.

Built a recovery and collections team, oversaw UAT and technology liaison, transferred $2B of student loans to an integrated platform and reduced charge-offs by 20% via repayment strategies.

Optimized skip tracing and operations training to recoup an incremental $30M in charge-offs year-over-year and improved operational benchmarks across three centers.

Directed analysts in customized notifications to improve payment behavior and leveraged analytics to meet charge-off projections while collaborating with partners to roll out new collections strategies.

Implemented channel placement changes for attorney-managed accounts, developed scoring models and converted SAS code to .jar, serving as business lead on decision infrastructure.

Provided project leadership and mentorship while launching analytical and modeling tools to optimize recovery outcomes and implemented three long-term projects improving recovery performance.

Administered monthly reporting and developed a 30-report SAS suite to provide performance insight, closing metric gaps and increasing liquidation in Agency and Attorney channels.

Supported strategy tests and standardized data expectations, producing monthly and ad-hoc reports that informed vendor placement decisions and improved liquidation versus charge-off sales.

Completed a Master of Business Administration program focused on business management and leadership.

Earned a Bachelor of Arts in Economics and International Studies with interdisciplinary coursework in economics and global affairs.