Summary
Overview
Work History
Education
Skills
Activities
Accomplishments
Affiliations
Timeline
Generic

Benjamin Hedlund

Gilbert

Summary

Dynamic leader with extensive experience at JPMorganChase, driving recovery initiatives that boosted revenue per account by 80%. Expert in strategic planning and team management, fostering collaboration and enhancing operational efficiency. Proven track record in public speaking and process improvement, committed to developing talent and achieving exceptional results in high-pressure environments.

Overview

16
16
years of professional experience

Work History

<ul><li>Manage the charge-off and recovery division of JPMorganChase, inclusively leading a multi-site team of 30 to exceed recovery targets through customer-facing negotiations and exceptional support functions</li><li>Leverage Controls, Compliance, Risk, and Legal partners to make profitable strategic improvements including increasing revenue per account by 80% while adhering to state-specific guidelines</li><li>Invest in employees’ careers to develop skills through college degrees and other training opportunities and create an inclusive environment achieving some of the highest employee opinion survey scores in default operations</li><li>Create and deliver professional-level presentations across lines of business to large in-person and virtual audiences, showcasing expertise in public speaking and effectively engaging diverse stakeholders.</li></ul>

JPMorganChase
Tempe
09.2021 - Current
  • Manage the charge-off and recovery division of JPMorganChase, inclusively leading a multi-site team of 30 to exceed recovery targets through customer-facing negotiations and exceptional support functions
  • Leverage Controls, Compliance, Risk, and Legal partners to make profitable strategic improvements including increasing revenue per account by 80% while adhering to state-specific guidelines
  • Invest in employees’ careers to develop skills through college degrees and other training opportunities and create an inclusive environment achieving some of the highest employee opinion survey scores in default operations
  • Create and deliver professional-level presentations across lines of business to large in-person and virtual audiences, showcasing expertise in public speaking and effectively engaging diverse stakeholders.

<ul><li>Overhauled meeting strategies for all Customer Operations executives enhancing collaboration of business leaders and promoting faster strategic developments for Home Lending Servicing while opening valuable calendar space</li><li>Created “one-voice” communications for Customer Operations for a more effective transfer of messages from business executives to front-line employees</li><li>Led a team of high-performing business analysts in a fast-paced Agile environment to ensure on-time deliverables including projects like the Customer Campaign Calendar used for more effective call center forecasting</li></ul>

JPMorganChase
Tempe
09.2018 - 09.2021
  • Overhauled meeting strategies for all Customer Operations executives enhancing collaboration of business leaders and promoting faster strategic developments for Home Lending Servicing while opening valuable calendar space
  • Created “one-voice” communications for Customer Operations for a more effective transfer of messages from business executives to front-line employees
  • Led a team of high-performing business analysts in a fast-paced Agile environment to ensure on-time deliverables including projects like the Customer Campaign Calendar used for more effective call center forecasting

<ul><li>Oversaw the design of a new multi-state Workflow Coordinator Business Analyst support team to surpass regulatory and compliance goals in a controlled environment processing thousands of regulatory tasks</li><li>Provided guidance and excellent leadership through open communication with employees cultivating a highly motivated and engaging environment of trust, teamwork, and accountability</li><li>Designed and implemented training, streamlined processes and procedures, and maximized reporting to improve Service Level Agreements and regulatory compliance to all-time high levels</li></ul>

JPMorganChase
Phoenix
06.2016 - 09.2018
  • Oversaw the design of a new multi-state Workflow Coordinator Business Analyst support team to surpass regulatory and compliance goals in a controlled environment processing thousands of regulatory tasks
  • Provided guidance and excellent leadership through open communication with employees cultivating a highly motivated and engaging environment of trust, teamwork, and accountability
  • Designed and implemented training, streamlined processes and procedures, and maximized reporting to improve Service Level Agreements and regulatory compliance to all-time high levels

<ul><li>Developed and implemented a new Customer Assistance Model for Loss Mitigation impacting over 1500 employees and leading the Technology Workstream that included site strategy, telephony, and system needs</li><li>Documented process flows for regulatory enhancements including Regulation X ensuring bank compliance</li><li>Boosted efficiency and customer satisfaction by streamlining processes deemed inefficient to remove negative customer impacts including the assignment of one point of contact for customers with multiple mortgages</li></ul>

JPMorganChase
Phoenix
09.2013 - 06.2016
  • Developed and implemented a new Customer Assistance Model for Loss Mitigation impacting over 1500 employees and leading the Technology Workstream that included site strategy, telephony, and system needs
  • Documented process flows for regulatory enhancements including Regulation X ensuring bank compliance
  • Boosted efficiency and customer satisfaction by streamlining processes deemed inefficient to remove negative customer impacts including the assignment of one point of contact for customers with multiple mortgages

<ul><li>Led a high-performing team of up to 12 collectors, leveraging effective leadership and problem-solving expertise to achieve top results and ensure excellent customer satisfaction</li><li>Guided customers in restoring their mortgage accounts to good standing through payment plans, extensions, and other options</li><li>Enhanced team morale by fostering a culture of accountability and instilling a strong desire to meet and exceed goals</li></ul>

JPMorganChase
Tampa
09.2011 - 09.2013
  • Led a high-performing team of up to 12 collectors, leveraging effective leadership and problem-solving expertise to achieve top results and ensure excellent customer satisfaction
  • Guided customers in restoring their mortgage accounts to good standing through payment plans, extensions, and other options
  • Enhanced team morale by fostering a culture of accountability and instilling a strong desire to meet and exceed goals

<ul><li>Assisted customers through daily negotiations and strategic planning to bring accounts up to date earning numerous top collector awards</li><li>Acted as a team lead during extended supervisor absences, providing support to peers on complex customer issues</li><li>Established, implemented, and delivered best practice training, communications, and strategies for all levels within the line of business to ensure compliance with new mortgage servicing regulations</li></ul>

JPMorganChase
Tampa
05.2009 - 09.2011
  • Assisted customers through daily negotiations and strategic planning to bring accounts up to date earning numerous top collector awards
  • Acted as a team lead during extended supervisor absences, providing support to peers on complex customer issues
  • Established, implemented, and delivered best practice training, communications, and strategies for all levels within the line of business to ensure compliance with new mortgage servicing regulations

Education

Bachelor of Science - General Business –Business Analytics

true
Baton Rouge, LA

Bachelor of Science - Business Management

St. Petersburg, FL
St. Petersburg, FL

Skills

  • Public speaking and presentation skills
  • Coaching and mentoring
  • Process improvement and operations management
  • Risk management and policy development
  • Public speaking and presentation skills
  • Coaching and mentoring
  • Process improvement and operations management
  • Risk management and policy development

Activities

  • National Honors Society
  • Operation Future Leader Program 2019
  • Home Lending Development Program 2018

Accomplishments

  • National Honors Society
  • Operations Future Leader Program Graduate 2019
  • Home Lending Development Program 2018

Affiliations

  • Semi-Professional musician
  • Baseball Coach

Timeline

<ul><li>Manage the charge-off and recovery division of JPMorganChase, inclusively leading a multi-site team of 30 to exceed recovery targets through customer-facing negotiations and exceptional support functions</li><li>Leverage Controls, Compliance, Risk, and Legal partners to make profitable strategic improvements including increasing revenue per account by 80% while adhering to state-specific guidelines</li><li>Invest in employees’ careers to develop skills through college degrees and other training opportunities and create an inclusive environment achieving some of the highest employee opinion survey scores in default operations</li><li>Create and deliver professional-level presentations across lines of business to large in-person and virtual audiences, showcasing expertise in public speaking and effectively engaging diverse stakeholders.</li></ul>

JPMorganChase
09.2021 - Current

<ul><li>Overhauled meeting strategies for all Customer Operations executives enhancing collaboration of business leaders and promoting faster strategic developments for Home Lending Servicing while opening valuable calendar space</li><li>Created “one-voice” communications for Customer Operations for a more effective transfer of messages from business executives to front-line employees</li><li>Led a team of high-performing business analysts in a fast-paced Agile environment to ensure on-time deliverables including projects like the Customer Campaign Calendar used for more effective call center forecasting</li></ul>

JPMorganChase
09.2018 - 09.2021

<ul><li>Oversaw the design of a new multi-state Workflow Coordinator Business Analyst support team to surpass regulatory and compliance goals in a controlled environment processing thousands of regulatory tasks</li><li>Provided guidance and excellent leadership through open communication with employees cultivating a highly motivated and engaging environment of trust, teamwork, and accountability</li><li>Designed and implemented training, streamlined processes and procedures, and maximized reporting to improve Service Level Agreements and regulatory compliance to all-time high levels</li></ul>

JPMorganChase
06.2016 - 09.2018

<ul><li>Developed and implemented a new Customer Assistance Model for Loss Mitigation impacting over 1500 employees and leading the Technology Workstream that included site strategy, telephony, and system needs</li><li>Documented process flows for regulatory enhancements including Regulation X ensuring bank compliance</li><li>Boosted efficiency and customer satisfaction by streamlining processes deemed inefficient to remove negative customer impacts including the assignment of one point of contact for customers with multiple mortgages</li></ul>

JPMorganChase
09.2013 - 06.2016

<ul><li>Led a high-performing team of up to 12 collectors, leveraging effective leadership and problem-solving expertise to achieve top results and ensure excellent customer satisfaction</li><li>Guided customers in restoring their mortgage accounts to good standing through payment plans, extensions, and other options</li><li>Enhanced team morale by fostering a culture of accountability and instilling a strong desire to meet and exceed goals</li></ul>

JPMorganChase
09.2011 - 09.2013

<ul><li>Assisted customers through daily negotiations and strategic planning to bring accounts up to date earning numerous top collector awards</li><li>Acted as a team lead during extended supervisor absences, providing support to peers on complex customer issues</li><li>Established, implemented, and delivered best practice training, communications, and strategies for all levels within the line of business to ensure compliance with new mortgage servicing regulations</li></ul>

JPMorganChase
05.2009 - 09.2011

Bachelor of Science - General Business –Business Analytics

true

Bachelor of Science - Business Management

St. Petersburg, FL

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