Pamela James

Coached and developed analysts to perform research and analysis, supporting business operations and remediation efforts while minimizing risks. Led and assisted with internal audit preparation activities, regulatory action plans, and strategic initiatives. Served as a liaison between the business and attorneys for legal advice processes.

Performed monthly, quarterly, and semi-annual ongoing risk assessments, identifying current and emerging risks and monitoring trends. Built new or modified transactional testing frameworks and maintained existing ones. Conducted controls testing to evaluate the strength of controls and escalated issues to mitigate risk.

Assisted in the successful launch of a new call center, providing coaching and development to drive results and meet key performance metrics. Identified trends and monitored service levels to ensure operational efficiency. Partnered effectively with Human Resources, Work Force Management, and Quality Teams.

Set clear expectations and held the team accountable for meeting metrics, monitoring incoming volume, and identifying coaching opportunities. Provided regular feedback on performance and leadership behaviors, ensuring compliance with policies and procedures to minimize risk. Collaborated with the leadership team to drive consistency and participated in the Credit Bureau Engagement Committee.

Monitored daily, weekly, and monthly reports to coach and develop direct reports, ensuring targets were met with timeliness and accuracy. Led initiatives with value stream leaders on high-priority issues and participated in procedure updates, process reviews, and internal audits. Identified trends, root causes, and gaps to gain efficiencies and promote core values.

Effectively managed a high volume of complaints utilizing time management and project management tools, applying analytical skills to meet process service levels with accuracy and timeliness. Collaborated with all value streams to investigate allegations, identify gaps, and make recommendations. Adhered to policy and procedure within compliance guidelines, minimizing risk.

Led and inspired customer care associates to provide timely, accurate, and professional service to customers, supervising a highly regulated and compliance-driven process. Created a high-performance environment by setting metric goals and promoting teamwork. Monitored process volume, identified gaps in procedures, and collaborated with various business partners for process improvement.

Assisted in the startup of a new call center, conducting pre-screening, interviewing, hiring, and training new hires. Motivated associates in a fast-paced, high-volume environment, coaching them to provide exceptional customer service. Held the team accountable to call center metrics, reviewing trends, and establishing action plans to exceed targets.

Managed high-risk collectors, coaching and developing the team to improve individual and team results. Identified trends in daily and monthly reports, reviewing procedures to provide problem resolution for customers and associates. Collaborated with peers and senior management on strategies, acting as a champion of change.

Managed a portfolio of accounts to conclude and collect past due payments, effectively reducing delinquency. Reviewed accounts to properly decision if they qualified for options to bring them current. Applied skip tracing techniques and time management throughout the day to ensure accounts were worked daily.

Managed 10 associates on processing dealer, customer, and third-party payoffs timely and accurately within service level agreements. Utilized Six Sigma to identify process improvement opportunities and conducted root cause analysis to gain efficiencies. Collaborated with peers to share best practices and enhance end-to-end processing.

Coached and developed email and phone associates, utilizing call tracking and listening to identify development opportunities. Managed special projects within the department to assist with call center initiatives. Reviewed daily team metrics to identify trends, positively impacting survey results, and facilitated refresher training.

Worked on national projects with six call centers, applying Six Sigma concepts to reduce variation in customer experience and overall expenses. Identified process and procedure gaps, partnering with site executives and team managers to improve processes. Gathered data and performed analysis in Minitab and Excel to identify outliers and establish scope.

Responsible for handling calls from dealers, customers, and third parties, identifying relationship deepening opportunities. Input fulfillment requests to provide problem resolution. Utilized system navigation and screen toggling to efficiently review customer profiles.

Obtained a Bachelor's Degree in Business Administration. This foundational education provided a comprehensive understanding of business principles and practices.