Karen Duff
Senior Vice President & Manager, Credit Resolution Group - Retail & Mortgage Collections @First Citizens Bank
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WORK HISTORY
Senior Vice President & Manager, Credit Resolution Group - Retail & Mortgage Collections @First Citizens Bank
Providing leadership and direction for all Retail, Small Business and Mortgage default processes including: Collections, Single Point of Contact, Loss Mitigation Underwriting, Default Processing, Foreclosure & Repossession and Collection Technology (CACS/Noble Dialer). Development and execution of strategies and procedures designed to achieve improved customer experience, efficiency and alignment to regulatory and investor policies and guidelines. Portfolios consist of bank owned, investor owned and FDIC acquisition.
ABOUT KAREN DUFF
Provides collection and default center leadership and ensures a sound and scalable infrastructure designed to support regulatory and investor guidelines. Implements controls which limit risk and formulates strategies that result in efficiency. Administers performance standards, department procedures, budget and incentive plans and ensures alignment to policies and guidelines. Facilitates coaching, development and evaluation of staff. Promotes an inclusive, fair, and fun work environment. Leads change and drives continuous improvement through teamwork, collaboration and transparent communication.Expertise includes:• Default Servicing & Collections • Charge-off Recovery• Single Point of Contact• Loss Mitigation • Foreclosure • Bankruptcy• Regulatory Compliance • Risk Mitigation & Control• Quality • Policy & Procedure• Dialer & Inbound Operations• Strategy & Workflow• Productivity & Efficiency• Servicing & Outsourcing• Investor & GSE• Underwriting & Processing
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