Collections and ROPA Management Group - Strategy, Analytics & Reporting Unit Head (2021–Present, CitySavings Bank)
Lead business intelligence for the Collections Group, designing strategies to minimize delinquency and losses.
Build data models, dashboards, and automation pipelines for collections and risk management.
Provide descriptive, predictive, and prescriptive analytics to optimize recovery strategies.
Conduct forecasting and capacity assessments (ACR, flow rates, delinquency trends).
Collections Analyst (EastWest Bank – Auto Loans, prior to 2021)
Managed portfolio performance tracking and reporting for the Auto Loans Credit & Collections Group.
Developed reporting tools and provided insights to improve delinquency management.
Core Expertise: Collections strategy, portfolio analytics, reporting automation, SAS/SQL/Excel/Google Sheets, forecasting & risk modeling, process improvement, and compliance alignment.
For me, the guardrails start with transparency and fairness. Customers should understand why they’re receiving certain messages or offers, and the data logic behind it needs to be free from bias.
I always make sure human oversight is always present. AI can flag accounts or suggest strategies, but final actions that impact a customer’s financial situation should have a review and approval process.
Strong governance also helps, data privacy, compliance with regulatory requirements, and clear escalation protocols. These guardrails keep AI as a tool to assist, not replace, ethical decision-making.
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