Jared L. Ramsay

Business and technology professional with extensive experience at Bank of America supporting payment systems, collections operations, and technology initiatives. Experienced in managing issues from initial intake through resolution, coordinating with business and technology teams, supporting system releases, and making sure changes are properly tested before and after implementation. Strong background in payment processes, risk and control procedures, SQL reporting, and process improvement.

Comfortable working with different teams to resolve problems, keep projects moving, and communicate updates to both business partners and management.

Assistant Vice President, CA Business Systems Support – Payment Product Owner - BANK OF AMERICA

(2021-03 - 2025-04)

Oversee the payment process across the Collections organization, from the customer-facing interface and payment workflows through the supporting system functionality.

• Work with business and technology teams to investigate and resolve production issues affecting applications and payment processes.
• Manage non-production issues from intake through resolution, coordinating with technology partners on ownership, timelines, release plans, and follow-up.
• Participate in production incident calls, providing updates on business impacts, progress toward resolution, and outstanding issues to stakeholders at different levels of the organization.
• Work with risk and control partners to escalate issues, document findings, and track remediation through resolution.
• Use SQL to research payment and system issues, validate information, and prepare reports to support business decisions.
• Coordinate with multiple teams to address system problems and help maintain reliable payment operations.

Assistant Vice President, Collections Services Operations and Technology – Platform Management - BANK OF AMERICA

(2017-11 - 2021-03)

• Supported the management of collections and payment platforms, including PTUI, UCRS, and DM.
• Worked with business support teams, front-line units, and technology partners to investigate issues and coordinate fixes.
• Followed issues through the full resolution process, including research, testing, release support, and post-production validation.
• Reviewed business concerns, identified system impacts, and worked with technology teams to make sure proposed solutions addressed the problem.
• Coordinated with control partners on issue documentation, remediation, and resolution updates.
• Used SQL to research data, support testing, and validate fixes.
• Worked with business development teams on solutions related to lender risk management, collections strategies, and recovery efforts.

Senior Collections Analyst - THINK FINANCE

(2015-08 - 2017-04)

• Supported collections operations across multiple products and channels, working with seven third-party call center vendors.
• Prepared recurring reports, staffing plans, loan-volume forecasts, and inbound and outbound call-volume analyses.
• Reviewed vendor performance and collections results to identify trends and areas where operations could improve.
• Worked with business partners on collection strategies, dialer performance, risk management, and recovery solutions.
• Supported projects involving reporting, staffing, and operational changes.
• Reviewed functional specifications and test cases, tested application changes, and confirmed that system functionality met business requirements.

Assistant Vice President, Senior Operations Consultant – Site Strategy & Capacity Planning - BANK OF AMERICA

(2012-07 - 2015-08)

• Supported site strategy and capacity planning for a workforce of more than 35,000 employees.
• Helped develop and implement a national site strategy that reduced operating locations from 42 to 18 and lowered occupancy costs by 43% over three years.
• Managed planning and readiness reporting for a $158 million portfolio covering more than 40,000 seats across 11 lines of business.
• Worked with Finance, HRIS, Operations, and senior management to prepare reports and support staffing, capacity, and location decisions.
• Used Excel to analyze trends, track occupancy, and provide information for planning and management discussions.

Senior Business Analyst III – Servicing Strategy & Analytics - GMAC MORTGAGE / ALLY BANK

(2011-12 - 2012-07)

• Worked with business and technology teams on system changes affecting mortgage servicing tools and reports.
• Reviewed change requests to clarify requirements before development began.
• Coordinated SQL-related changes for end-user tools and followed established change management and SDLC procedures.
• Helped establish processes for managing report changes, application updates, and new functionality.
• Reviewed functional specifications and test cases to help ensure changes met business needs.
• Prepared daily performance and forecast reports and supported database performance and capacity activities.

Business Analyst – User Acceptance Testing - CHASE HOME FINANCE

(2010 - 2011-12)

• Supported enhancements to the Agent Desktop mortgage underwriting application.
• Worked with business analysts and developers to review requirements and confirm that changes worked as expected.
• Performed functional and regression testing, documented defects, and worked with technical teams on resolution.
• Prepared test procedures and supported application maintenance and release planning.
• Used SQL to check data flows and validate results after system changes were implemented.