Terry Christensen

Senior operations leader with 27+ years in financial services and more than 20 years of management and leadership experience. Career progression includes Director of Operations, Collection Manager, Senior Collection Manager, and Client Strategy leadership. Proven experience leading organizations of 100+ employees, managing multiple leaders, building and improving departments, strengthening client relationships, implementing scalable processes and technology, and translating performance data into practical operating decisions.

Senior Collection Manager at Dedicated Financial GBC (2021-06 – Present)

• Lead operational strategy across collections while contributing broad experience in legal operations, UCC enforcement, client services, technology, reporting, training, and performance management.
• Built and improved business functions by establishing workflows, SOPs, accountability, reporting, training, and performance expectations.
• Scaled UCC enforcement operations from approximately 200 files per month to more than 3,500 at peak through workflow redesign and automation.
• Improved an underperforming legal operation from less than $100K per month to approximately $200K consistently, with peak performance around $450K.
• Built client-service processes supporting onboarding, scorecards, business reviews, issue resolution, and follow-up across 100+ active client relationships.
• Partner with leadership on staffing, technology, reporting, client performance, and operational problem-solving.

Senior Collection Manager at Professional Service Bureau (2014-07 – 2021-06)

• Managed large-scale operations with up to 50 employees and 5 manager direct reports across staffing, training, quality, compliance, workflow, performance, and client delivery.
• Led complex education operations and, during the final 18 months, also directed the medical collections team responsible for a large Mayo Clinic portfolio.
• Conducted client business reviews and served as a senior point of contact for strategy, performance, and issue resolution.

Collections Manager / Client Strategy Lead at National Recoveries, Inc. (2009-07 – 2014-05)

• Led operations supporting more than 100 employees and up to 10 manager direct reports.
• Designed operating strategies for workload segmentation, prioritization, distribution, productivity, and lifecycle management.
• Worked directly with clients and internal leaders to align execution with performance, compliance, and business objectives.

Collection Manager at Frontline Asset Strategies (2007-10 – 2009-07)

• Managed consumer-finance collection operations with responsibility for team performance, portfolio strategy, workflow, coaching, and operational execution.
• Used portfolio segmentation, prioritization, dialing strategy, and performance management to improve productivity and recovery results.

Director of Operations at People First Recoveries (2007)

Prior to October 2007

• Directed an 80+ person consumer collections operation with 8 manager direct reports.
• Led managers, teams, and portfolios to maximize performance through strategy, staffing, coaching, accountability, workflow design, and performance analysis.
• Set operating expectations across multiple teams and adjusted portfolio strategies based on results and business priorities.

College coursework completed