Resume

MICHAEL J. CROWL

Kingwood, TX 77339
Cell 713-907-8135
mikiecrowl@sbcglobal.net

VICE PRESIDENT RETAIL OPERATIONS / VICE PRESIDENT SALES
Financial Services Industry

Dynamic, dedicated and results-oriented financial services professional with extensive hands-on experience
Strong communication, interpersonal, negotiation and collaborative teamwork skills with all levels of staff, management
and clients
Talented at building, leading, motivating, training and mentoring cross-functional teams in demanding and fast-paced
environments
Highly capable strategic planner and focused decision maker, adept at managing priorities expectations
Propels corporate performance and profitability through expert leadership, business development and client relationship
management
Creative problem solver and critical thinker with superb time management abilities and drive to surpass

CORE COMPETENCIES
Operations Management Life Cycle Project Management Business Development Strategic Planning Call Center
Management IT/Banking Technology Client & Investor Relationship Management Collection Management Marketing
& Sales Lead Generation B2B Sales Loss Mitigation Corporate Communication Budgets & Cost Control Regulatory
Compliance Policy & Procedure Development Revenue Growth Team Building Leadership Training & Motivation
Staff Development & Mentoring Change Management Proposals & Presentations Productivity, Process & Quality
Improvement Negotiation & Issue Resolution Training Programs & Manuals Collaborative Teamwork Customer
Service, Satisfaction & Retention Consumer Lending Portfolio Retention Compliance Implementation

PROFESSIONAL EXPERIENCE

CHASE BANK NA, Houston, Texas 2012 to 2014
Vice President, Retail Operations
Responsible for managing 4 fully functioning production teams (PODS) each consisting of an Operations Team Manager,
8-10 Loan Processors, 2-4 Closers and workflow management of 4-5 Mortgage Underwriters -- total staff of 45-65.
Ownership of monthly funding forecast and results in conjunction with Operations and Sales Leadership
Improved Teams Quality review error rate from the highest in the site to the lowest in 2014
Top funding Operations teams 2013 45 processors
Improved customer satisfaction score every month in 2013 to be within company performance metrics
Only team to be under 10% on aged application volume over 45 days in 2013
Frequent and pro-active discussions with all partners on business strategies, performance, changes
Critical interdependency: Coordination with Underwriting on Staffing levels
Identification of load balancing needs across the teams and with peers
Ensure loan volume is balanced amongst teams and adjust staffing to support volume and the loan quality
standard is obtained
Review daily results and expectations of partners (bank and sales)
Monitor team performance and provide management direction
Deliver incentive/scorecard results to teams
Management of actions plans, working with additional levels of sales to understand and implement business
needs




Resume

MICHAEL J. CROWL Page 2 mikiecrowl@sbcglobal.net


LITTON LOAN SERVICING, Houston, Texas 2005 to 2011
Manager, Loss Mitigation 2007 to 2011
Researched and formulated modifications and business plans for workout solutions to resolve escalations. Managed all
litigated files and presented facts to government agencies and in-house counsel. Hired, trained and supervised a staff of
42. Developed policy and procedure manuals and ensured regulatory compliance.

Reduced Treasury HSC escalation resolution time to less than 25 days, propelling Litton Loan to the rank of 2
nd
in
the U.S. Top 10 dispute resolution services.
Designed and implemented the firms loss mitigation fraud alert detection and resolution process.
Built a 42 person loan modification call team and launched a call center that handled 70,000 calls and 15,000
borrower financials per month.
Closed 118,000 loan modifications in 3 years including 34,000 HAMP modifications.

Manager, Portfolio Retention 2005 to 2007
As Relationship Manager for the 3-party Retention Initiative, protected investors portfolios by conducting strategic
planning and business development, introducing process improvements, administering the Right of First Refusal Program,
monitoring results, surveying customer satisfaction and presenting comprehensive reports to investors and senior
management.

As Project Lead for the paperless file & image sweep program, mitigated potential identity theft and increased
production by 25%.
Accomplished 36,000 live transfers, 18,535 filed loan applications and $1.4B in funded loans per year.
Successfully retained 8,515 servicing portfolio loans, realizing a pre-tax profit of $54M through a 2% yield spread
premium and zero marketing costs.

PROVIDENT BANK, Cincinnati, Ohio 2000 to 2005
Vice President, Business Development
Generated lead sources and developed territories for the start-up mortgage lending department. Implemented internet
lending and the Lending Tree team. Built, managed and motivated a team of 11 internet specialists and 42 originators.
Drafted control manuals addressing lead development, distribution and tracking.

Successfully rolled out the Lending Tree Home Equity program, achieving the rank of #1 home equity lender for 3
consecutive years.
Garnered leads that produced $1.2B in annual funded volume at 1.6% marketing cost.
Launched the firms PPC website that generated 10,000 new leads monthly.


CHARTER ONE BANK, Cleveland, Ohio 1998 to 2000
Vice President, Consumer Lending
Ran the day to day operation for 6 direct and 42 indirect FTE for retail mortgage lending and processing call center. In
charge of P&L responsibility, salary administration, loan quality, audit reviews, process improvement, lead generation and
marketing.

Successfully rolled out the Fairly average Joe, radio program resulting in $2.0 million in after tax revenue for
1999.
Successfully launched the PPC program on the internet site resulting in $1.8 million in after tax revenue in 1999.
Consolidated 8 branches into the call center resulting in a $1.4 million expense reduction.
Recruited, hired and trained 36 new employees in 4 months in 1998. Promoted 3 internal candidates to Manager.

Resume

MICHAEL J. CROWL Page 3 mikiecrowl@sbcglobal.net


KEYBANK CORP., Cleveland, Ohio 1995 to 1998
Regional Call Center Manager, Lending & Collections
In charge of the day to day operations and P & L responsibilities for a 142 person Call Center with 14 direct reports.
Responsible for training, audit, call monitoring, FDCPA, ECOA, for the Auto, Marine, RV, Home Equity lending and
collections.

Increased P & L recovery every month in 1996 & 1997.
Achieved goals in CD, ROP & charge off every month in 1996 & 1997.
Achieved goals in auto, marine, RV and home equity lending every month 1996 & 1997.
Successfully developed and rolled out the delinquent auto referral program for home equity.


NATIONS BANK, Cincinnati, Ohio 1993 1995
Regional Training Manager Retail Banking
Responsible for all training program development and rollout for 118 branches in the Northeast Operations Area for
NationsCredit

Successfully launched and rolled out the train the trainer Creative Equity Program to all branch managers,
resulting in a 300% increase in lending production over the prior year same quarter.
Successfully launched and rolled out the Customer Service Professional Training Modules to all branch
personnel, resulting in an increase of 22% on Customer Satisfaction scores
Increased customer referral business opportunities by 28% from referral training program.

AVCO FINANCIAL SERVICES, Cleveland, Ohio & Pittsburgh Pennsylvania 1980 to 1993
Branch Manager - Cleveland, OH, District Branch Manager Pittsburgh, PA
In charge of all lending, collection, audit, expense control and P & L for a branch of 8 10 employees.
In charge of the day to day operations for 18 branches (126 FTE) in Western PA and Northern WV. Responsible for
delinquency control, lending activity, merchant development and audit for all LOBs and branch and district P & L.

ACE achievement Award for Top Retail Merchant development U.S. 1989
Top Profit Branch in NE operating area (34 branches) 1987, 1989 & 1989
Reduced net charge-off from 5.8% in 1993 to 1.75% in 1994
Top Real Estate lending district NE Operating Area (8 districts)1994
Top Real Estate lending branch NE Operating Area (34 branches) 1987, 1988 & 1989
Top P & L recovery district NE Operating Area (8 districts) 1994
Reduced CD delinquency from 8.5% to 3.5% and maintained that level throughout the district for 1993 & 1994.


EDUCATION Coursework - Bachelor of Arts, Business Management
University of Akron, Akron, Ohio
Six Sigma Green Belt
Eagle Scout

PROFESSIONAL AFFILIATIONS
Biltmore Whos Who of Business Professionals
Houston Toastmasters

COMPUTER SKILLS
Microsoft Office (Word, Excel & PowerPoint, Visio)
Project Manager
Genesis IP Telephony