Steven Carter

Lead and coach a 50-person BPO fraud operations team, driving improvements in customer satisfaction, service levels, and quality while delivering executive dashboards and protecting customers through risk detection and corrective actions.

Managed daily project operations, training, monitoring, and cash performance while serving as primary client liaison to drive performance improvements and implement production goals and budget controls.

Developed end-to-end operational plans and process improvements to meet SLAs, directed daily call center operations and workforce performance, and implemented forecasting and budget controls to improve efficiency.

Led operations for digital payments, claims processing, benefit administration, and customer care, managed vendor relationships, and established production goals and controls to enhance unit performance.

Directed a 300-person contact center supporting reimbursement programs and client SLAs, drove efficiency through forecasting and production goals, and managed vendor relationships and team performance.

Led a 170-agent call center, managed client and vendor relationships, implemented production goals and forecasting, and improved efficiency and performance through leadership development.

Led multi-site collections and default servicing for up to 550 employees, owned regulatory compliance and investor relations (Freddie Mac, Fannie Mae, GNMA, FHA, VA), and implemented predictive dialer strategy and risk controls to maintain performance and audit readiness.

Managed loss mitigation, foreclosures, modifications, and asset disposition operations, overseeing vendor management and implementing production goals and budget controls to improve efficiency.

Supervised collectors and dialer operations, managed vendor relationships, and established production goals and budget controls to improve collections efficiency and team performance.

Managed branch operations, lending, and collections while establishing production goals, vendor relationships, and performance controls to drive branch efficiency and customer service.

Studied Business Administration.

Completed the UCLA / Wells Fargo BAA Diverse Leadership Program.