Paula Lechlitner's Email Addresses & Phone Numbers

📖 Summary

Customer Call Center Operations @ Ohio Savings Bank Interim assignment designed to strengthen communication and organization within the Call Center, including distribution of significantly increased call volume, physical expansion of the Call Center, and the introduction of new bank products in response to market conditions. Bolstered efforts, taking the Call Center to higher levels of performance in the areas of sales, service, and call quality. From 2001 to 2002 (1 year) Cleveland, OhioConsumer Lending Operations @ Ohio Savings Bank From 1986 to 1990 (4 years) Cleveland, OhioFirst Vice President - Default Risk Management Mortgage Loan Service Operations @ NYCB Mortgage Company, LLC (New York Community Bank) Strategic business partner with line of business leaders, vendors, legal counsel and realtors nationwide to expeditiously process delinquent mortgage loans through foreclosure, short sale, and Real Estate Owned (REO) status, identifying the least cost alternative, removing non-performing assets from inventory. Provided leadership to employees through three management level direct reports. Roles and responsibilities included property preservation, pre-foreclosure analysis, foreclosure related tasks from point of referral through auction, short sale negotiations, and REO negotiations. Developed and implemented automated Performance/Activity Reports to identify gaps and variances in performance. Partnered with Marketing and IT to design and launch an REO website significantly improving branding, sales and service. From 2008 to 2013 (5 years) Cleveland, OhioAlternative Delivery Operations / Online Banking Operations @ Ohio Savings Bank Provided leadership to employees through two management level direct reports. Roles and responsibilities included providing services for online banking customers such as new deposit account openings, bill payments and "contact us" emails. Opened new deposit accounts submitted by phone from Call Center representatives. Partnered with Marketing and IT to design and launch two online banking websites significantly improving branding, sales and service. Online banking deposit base exceeded goal by 50% within the first 12 months. Restructured workflow and staffing from a five-day work week to a seven-day work week to accommodate increased volume of new account openings, cross-training staff and gaining efficiencies throughout the department. Sponsored and launched a Lean Six Sigma initiative improving customer response rate from 43% to 90% in a three-month period, resulting in 90% of Call Center and Branch initiated customer inquiries being completed within 24 hours, improving client satisfaction and retention. From 2002 to 2008 (6 years) Cleveland, OhioCredit Card / Debit Card / Home Equity Line Operations @ Ohio Savings Bank Responsible for product and systems coordination of the Credit Card ($114,000,000) and Home Equity Line ($180,000,000) portfolios. Served as the primary relationship contact with First Data Resources (FDR).Oversaw FDR Product Control File. Maintained FDR Transaction Level Processing Tables. Managed staff of 26 employees, including underwriting, operations, and systems.Maintained Online Control System allowing or prohibiting employee transactions access, maintaining cardholder confidentiality, and creating an audit trail of online activity. - Developed, reviewed, and recommended operational system enhancements and procedures. - Developed five new Credit Card products.- Developed new pricing strategies/methods for the Home Equity Line portfolio. - Developed a compressed account number algorithm methodology to automate check processing. - Implemented a Balance Transfer System and developed enhancements to prohibit data entry errors. - Increased Credit Card outstandings by $40,000,000 as the result of new product pricing, balance transfers, and convenience check processing. From 1990 to 2001 (11 years) Cleveland, Ohio