Kayla Puhala
Dillsburg
Summary
Impact-driven Branch Manager with 15+ years of progressive experience in Credit, Collections, and Underwriting Management. Excels by delivering superior customer service, growing a $2.5 million office to $7.5 million in 8 years. Regularly achieves branch goals. Exceeds expectations by mentoring and assisting team members. Ensures accuracy with detail-driven execution. Applies leadership, executes training, and coaches staff, improving performance and increasing revenue.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Branch Manager II
MARINER FINANCE LLC
07.2009 - Current
- Underwriting/Analysis: Analyzed and underwrote ~20+ applications daily for creditworthiness to ensure quality loan decisions while adhering to company policies and state guidelines.
- Mentorship/Coaching: Coached and oversaw all branch writeups for current and potential customers performed by branch staff members.
- Revenue Growth/Loan Documents: Reviewed supporting loan documents for stated accuracy and final approval, including pay stubs, W2s, tax documents, and bank statements; increased branch profits by $3.5 million+ from 2016 onward.
- Delinquency Mitigation/Problem-Solving: Lowered delinquency using problem-solving techniques and maintaining office at 96% current overall, lowering charge-off by managing delinquency from day 1.
- Loss Mitigation/Hearings: Decreased loss mitigation by filing legal documentation on 60+ day delinquent accounts to District Justice; attended hearings to represent Mariner Finance for legal defense and defended debt validity by presenting supporting exhibits at hearing.
- External Settlements/Debt Resolution: Settled with external settlement companies representing client as Power of Attorney (POA); absent debt resolution, reviewed file and determined and applied next level of scrutiny needed; sent case to attorney for further legal action with Court of Common Pleas.
- Load Risk/Collateral: Increased percentage of 1st lien position to 52% auto-secured loan portfolio, lowering loan risk exposure by securing with collateral.
- Insurance Products/Security: Offered additional insurance products for life, disability, involuntary unemployment, AD&D, and Car Club to help protect customers from unforeseen financial burdens.
- Customized Claim Processing: Processed customer claims on case-by-case basis and gathered all necessary documentation to submit to our third-party vendor.
- Goal Achievement/Teamwork: Applied teamwork, achieving all 5 monthly ACE goal objectives for ebranch bonus program.
- Training/Succession Planning: Cross-trained all staff on operational needs, with daily relief assignments and promotions using KPI results, curbside coaching, and teaching; promoted 2 Account Representatives to Assistant Managers.
- Revenue Milestones: Promoted to Branch Manager II 03/2021 after achieving $6 million total outstanding milestone marker for branch.
- Leadership/Initiative: In AVP’s absence, assisted 6 other offices with AVP approvals, compliance, and leadership.
Assistant Branch Manager
MARINER FINANCE LLC
07.2012 - 11.2016
- Regulatory Compliance: Processed applications within company and state regulations.
- Mentorship/Internal Audit: Supported branch manager by mentoring employees with on-the-job training and ensuring office front-end compliance, using checks and balances daily and year over year, achieved an 85%+ internal audit score.
- Accuracy/Best Practices: Spot-checked and engaged with staff during relief assignments, ensuring accuracy of all daily job duties; determined best practices to overcome common audit findings to achieve 100% of staff trained according to compliance protocols.
- Relationship Building/Revenue: Enrolled and maintained relationships with 4 auto and 3 retail dealers in development program, resulting in 200k+ in additional branch revenue.
Account Representative
MARINER FINANCE LLC
07.2009 - 07.2012
- Application Processing: Processed applications and sent to appropriate approval level after validations completed.
- Loan Management: Booked and closed loans adhering to company policies and provided superior customer service.
- Project Completion: Completed post-loan work by scanning supporting loan documents and completing file checklist to ensure completion; presented to manager for final review.
- Customer Contacting: Exceed 75+ outbound calls per day, reaching out to excising customers for delinquency resolutions or solicitations.
Education
High School Diploma - undefined
Northern High School
Skills
- Leadership / Banking: Revenue Growth, Relationship Building, Training, Mentorship, Problem-solving, Team Building, Credit, Loan Origination, Collections, Underwriting, Regulatory Compliance, Training, Time Management, Multitasking, State/Federal Laws, Electronic Payment Processing, Credit Analysis, Credit Management, Legal Drafting, Delivers Results
Certification
- Accident and Health Insurance License
- Certified Public Notary
Awards
Presidents Club Winner: 2018 and 2019
Timeline
Assistant Branch Manager
MARINER FINANCE LLC
07.2012 - 11.2016
Branch Manager II
MARINER FINANCE LLC
07.2009 - Current
Account Representative
MARINER FINANCE LLC
07.2009 - 07.2012
High School Diploma - undefined
Northern High School
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