Charlton Seward

• Manage a team of 20 Account Managers to provide seamless, high-quality service and support to clients with exceeding net incomes of several hundred billion dollars.

• Lead, monitor and develop Account Management staff responsible for advancing clients’ knowledge, utilization and satisfaction with Fiserv products and services.

• Ensure delivery of top level operational and service excellence for Enterprise payment processing accounts, including credit cards, debit cards and EBT.

• Partner with Sales Directors and Account Executives to strategically grow existing client relationships, achieve revenue growth goals and retain business through client visits, conducting client engagement calls and attending quarterly QBRs.

• Handle critical requests or complaints to assure speedy resolution, client satisfaction and complete visibility and transparency by introducing and requiring use of newly configured client portal.

• Manage and monitor daily action plan to communicate problems, issues, and status updates to assigned clients leading to a reduction in escalations by 700%.

• Collaborate with clients and all levels of Fiserv management to facilitate timely and accurate problem resolution.

• Align employees to achieve business and development goals by implementing necessary systems and conducting bi-weekly 1:1s to track progress on attainment of goals.
• Establish behavioral, developmental, and results metrics and coach for performance excellence using metric systems, client portals and coaching in the moment.

• Manage, coordinate and monitor effective customer support resources to support the life cycle development process of the Mortgage LOS, while ensuring maximum productivity and the highest levels of service quality
• Oversee all aspects of recruiting, training and managing of client support
• Establish and monitor customer support services and relationship management for LOS clients
• Manage resources to assist BAs, Architecture Software, Product Owners, Scrum Leaders, Development QA, Sales and Professional Services to support the SDLC of the LOS’s software applications
• Work to ensure customer business requirements are identified, documented and satisfied
• Build and manage effective teams thru regular cadence of meetings, consistent service delivery and clear and constant communication utilizing Jira and other ticketing systems
• Work with Clients, Product and Professional Services to validate and document service and product priorities on LOS configuration, functionality and workflow(s) that optimize quality and performance
• Determine root cause and implement remediation plans in areas of low performance
• Facilitate collaboration between customers, stakeholders, and teams throughout the product lifecycle
• Develop and deliver monthly Client Advisory Board presentations and communication advisories
• Member of Senior Leadership Team to present concerns and provide recommendations for solutions
• Participate in prioritization of product backlog aligned to product area vision and goals
• Develop and enforce processes, security, audit, regulatory compliance and procedural controls.

• Drove the credit operations and strategy of Home Lending, Consumer Lending, Commercial Lending and SBA Lending while managing the operations and impact of a $41 million loan fund to develop business opportunities for capital deployment and identify and vet project opportunities to develop key relationships and partnerships with public and private leaders in local markets
• Managed SBCP loan fund and other SBCP-managed loan pools for Arkansas and Mississippi
• Collaborated with the CEO, Director of Finance, and Chief Credit Officer to develop strategic approaches to support the growth and impact of lending
• Ensured integration and strategic alignment of development activities and financing pipeline
• Built an investment pipeline of projects in small businesses, consumer financial health, affordable housing, commercial development and economic infrastructure
• Developed technology enhancements to increase production
• Implemented operational risk and quality management program
• Collaborated with other managers and departments to ensure right resources are working to optimize processes, procedures and goals
• Managed relationships with strategic partners, for-profit and non-profit organizations, financial institutions and local, state, and national governmental subsidy programs.

• Relationship Manager for 10 states in KY, IL, IN, MI, OH, WI, WV, MN, IA, NE
• Built, fostered and maintained relationships with referral partners such as Realtors, Builders, Enterprise Partners, Trade Associations and Community Organizations to promote fair lending while providing consistent local Wells Fargo presence
• Recruited diverse talent in all markets, particularly underserved and underrepresented markets
• Developed Diversity and Inclusion strategies and execution plans for 10 states
• Developed and executed low to moderate, minority lending and affordable housing action plans
• Developed and executed Fair Lending programs
• Responsible for identifying, evaluating and presenting new opportunities to drive revenue streams
• Drove business development and strategic interactions with internal and external partners, increasing business and revenue by 25%
• Served as market expert and leveraged local market knowledge to design and execute sales strategy
• D&I Market Outcomes Chair for Milwaukee Chapter
• Served as Board Member for Oak Park Regional Housing Center, a non-profit organization
• Drove CRA Lending.