DONALD K.

MILLER
423 Longfield Road Newark, DE 19713
Miller19713@Gmail.com (302) 743-8854

ASSISTANT VICE-PRESIDENT, BANK OFFICER

Operations Manager Consumer Portfolio Leader Vendor Management

Senior Banking and Financial Officer specializing in Operations, Vendor Management, Contract Negotiation, Consumer
Credit, Home Equity, Mortgages, Auto and Credit Cards, with a strong background in, Customer Service, Loan Workout,
Experienced with MS Word and MS Excel.

Loan Operations
Financial Statement Analyst
Loan Review
Customer Service

Loan Workout
Loan Modifications
Policies & Procedures
Contract Negotiations

Consumer & Commercial Loans

Vendor Management
Systems Designer
Credit Card Portfolios

Staff Management
Trainer
Dispute Resolution
ALLL Calculations

SELECTED ACCOMPLISHMENTS
Successfully lead the loan team in converting to a new core system, improving overall customer experience
Negotiated loan servicing agreement resulting in 100% increase in monthly service income
Achieved and maintained Artisans record low delinquency rate of 1.5% - 2%

PROFESSIONAL EXPERIENCE
Office Team
Administrative Jobs & Administrative Staffing

Contract Assignment at The Bancorp Bank beginning March 9th, 2015 ending July 10, 2015
$4.5 Billion Dollar in Assets Specializing in private labeling banking and technology solutions to non-bank companies
Loan Operations, review documents to insure properly scanned into system and completeness
Deposit Operations / processing cleanup project to bring storage items into compliance
Account Closures: Accurately review each request to determine fees and withholding charges and funds distribution methods.
Process all account closure requests received from the Fulfillment area according to policy.
Worked on special projects for corrections on 1098-R and 5498 tax forms.
VACO Resources
Specializing in consulting, contract and permanent placement of senior financial professionals

Contract Assignment at Ellucian Technologies beginning September 8th, 2014 ending November 21st, 2014
Provides various software packages for higher education institutions
Renegotiated Software Maintenance Agreements
Contacted various higher education institutions to renegotiate current maintenance agreements from a payment in arrears cycle to a payment in
advance cycle.
Increased cash flow to $4.7 million dollars over the next 24 months
Increased Net Profit Value to $1.3 million for 2015
Held cost of incentives being offered to $163,000
Had a contact ration of 84% of portfolio I was responsible for.(Approximately 109 clients)

ARTISANS BANK, Wilmington, Delaware

1998-2014

400 million dollar bank specializing in consumer and commercial accounts.

AVP Credit Administration, Loan Workout, Recoveries and Consumer Collection Manager (2007-2014)
Manage and collect past due consumer and commercial workout loans, foreclosures and bankruptcies while advising lenders on
credit. Work with compliance and audit colleagues in preparation of bank exams and audits. Performed loan reviews on consumer
portfolio while managing 1099 IRS reporting of loans, foreclosures and debt forgiveness. Respond to customer issues regarding
loans and credit bureau disputes. Negotiated with third-party collection agencies and attorneys regarding repossessions,
foreclosures, bankruptcies and deficiency balances; secured a sliding commission on collections and a lower, flat rather than
hourly fee rate paid to attorneys.
Developed and implemented repossession agent tracking system that saved Artisans from paying high fees for unnecessary
work which decreased overall losses, increased recoveries and ultimately resulted in a net loss of only .46 %, the lowest ever
recorded.

DONALD K. MILLER
Miller19713@Gmail.com (302) 743-8854

Negotiated and replaced a 20 year old servicing agreement with DE State Housing Authority at a higher fee, updated
compliance procedures within budget, increased re-imbursement of set-up fees, and all statement mailing cost, reducing cost
to Artisans by approximately $240,000 per year. Improved Artisans ability to refuse loans while increasing monthly
service income by 100%.
Assumed a leadership role in credit administration and loan workout areas, worked with a team to reduce classified assets
from $30 million to $7 million while maintaining responsibility for $50 million consumer portfolio.
Improved third party collection system by having vendor rebuild system to properly distribute accounts, generate automated
past due reminders and late notices, and generate activity reporting. Maintained Banks low Consumer Delinquency rate of
1.5% - 2%.

AVP Loan Operations and Consumer Collection Manager (2001-2007)

Led teams for both commercial and consumer lending for conversion to new core operating system while also assuming
management of loan operations along with my collection management duties. Developed loan boarding sheets to better manage
new loan input and modifications, cross training schedules while supervising a staff of nine.
Developed, implemented and trained staff on new standards for customer service and established system to monitor on-going
performance.
Worked with Consumer Credit Manager to successfully transfer a $1 million credit card portfolio with excessive losses to a
third party credit card vendor enabling bank to still seamlessly offer credit cards to our customers through its affinity program.
Additional benefits included the reduction of a staff member, and an influx of $800 thousand after all expenses.
Transitioned servicing rights for $25 million of residential mortgages backed by Freddie Mac and Fannie Mae and improved
systems and process; developed a database compatible with new server, worked with marketing to notify borrowers,
developed customer service scripts to ensure a smooth transition, and correctly reported transferred accounts to various credit
reporting agencies.
Reduced staff from 9 to 5 cutting salary expenses and reducing overall cost to bank while maintaining high levels of
customer service to both internal and external customers.
Directed conversion to a new core system for lending areas including identification of staff, establishment of parameters and
transaction code development, reporting and loan mapping for proper credit bureau reporting.
Conducted staff training classes, wrote the training manual and successfully completed conversion with little impact on
customer account services.
Assumed additional duties with customer complaints and credit reporting disputes.
Assisted in identifying potential fraud for deposit accounts.
Established process and procedure for collection of negative balance deposit accounts, increasing recoveries by 40%.
Collection Manager (1998-2014)
Responsible for collection of past due consumer loans including residential mortgages, home equity lines of credit, automobile,
personal loans and credit cards. Rebuilt third party vendor system that properly identified and lined up all accounts, established
and distributed past-due and reminder late notices and created series of dunning letters for each loan product. Assumed
responsibility for regularly scheduled delinquency reports for senior management and board of directors. Led the re-marketing
sale of repossessed auto loans and property foreclosures.
Reduced overall delinquency rate by 98.5% (high of 10% to a low of 1.5%) Maintained this low delinquency rate through
entire Artisans career
To decrease overall losses and charge-offs, negotiated agency agreement to collect on charged-off deposit accounts which
decreased these losses, retained customers and increased deposit recoveries by 40%
EDUCATION
American Institute of Banking, 1995
Regulatory University Certificates of Completion for the following:
OFAC Basics, BSA/AML, Information Security, FDIC Insurance Basics, UDAAP,
Deposit Products, Anti Harassment, Regulation D, Truth in Savings Act (Reg DD)
Other Certifications
Fannie Mae: Pursuing Alternatives to foreclosure, Strategies for Loss Mitigation
Servicing Residential Mortgages, Managing Foreclosures
Jack Henry & Associates Silverlake Report Building with Cognos (Impromptu)

www.linkedin.com/in/DonaldMiller2