1. Joseph M. Sbriglia
P.O. Box 156
Kemblesville, PA 19347
Cellular Telephone: 302-353-8226
Email: joesbriglia@gmail.com
Work Experience
September 2008 – February 2016, Vice president /Sr. Vice President Private Credit Sallie Mae /
Navient
Re-engineered private collection operation to align operation with long term financial
objectives
Consolidated sites from 5 to 2 including establishment of Delaware site with responsibility
for the efforts of over 700 people with operating budget in excess of $50mm
Implemented automation and multi-channel marketing approach to reduce costs and
focus efforts to maximize results.
Reduced percentage of repayment portfolio in forbearance by 560%
Reduced non-payment related delinquency resolution by 320%
Improved delinquent flow rates for 6 consecutive years from 6.80 in 2009 to 3.15 in 2015
Improved delinquent entry rates through long term resolution and emphasis on auto debit
Started internal post default recovery unit which consistently out-performs external
agency liquidation rates at a lower cost
Held responsibility for federal loan default prevention as guarantor contractor as well as
for combined private and FFELP customers
Promoted to Senior Vice President Serve on Compliance, Credit, and Technology
Operations, and Loan Loss committees
Direct experience in testifying before the CFPB and State Attorney Generals as well as
interacting with FDIC and other regulators
April 2006 – September 2008. Marketing Operations Executive, New Account Marketing.
Bank of America Card Services, Wilmington, Delaware.
● Managed the transition of legacy BAC marketing to MBNA systems, including system
integration, marketer education and pricing.
● Designed database to map legacy BAC programs to fulfill correctly on MBNA platform.
● Took on production responsibilities for BAC programs and maintained MBNA workload
while reducing staff by over 30%, by implementing automation, production standards and
individual accountability.
● Managed the development and implementation of a database solution, which provides
enhanced controls and operational efficiencies in pricing and marketing production.
● Eliminated redundant production steps by consolidating production within marketing
channel management and leveraging technology which eliminated the need for a
separate marketing production unit.
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January 2006 – April 2006. Mortgage Director Strategies and Account Management, MBNA
America Bank, N.A., Newark, Delaware.
● Designed and implemented database to track performance of serviced portfolios.
● Developed loyalty marketing plan for home equity.
July 2003 – January 2006. Head of Customer Assistance, MBNA Europe, LTD, Chester,
England.

2. 2
● Principle Responsibility for MBNA Europe Credit Losses, management of collection, debt
management, special collections and recovery functions for Ireland and UK Credit Card,
unsecured personal loan and business card portfolios consisting of £12 billion in loan
receivables. Management responsibility for 600 people in house, as well as management
of offshore and domestic vendor relationships.
● Immediately implemented changes to ensure that all collectable accounts were assigned
to representatives with collection targets through the elimination of specialty units and the
reclassification of accounts formerly deemed as un-collectable. These changes delivered
an improvement of 500 basis points in charge-off roll rates within the first two months of
implementation.
● Instituted inventory management, performance reporting and planning changes to ensure
that goals set for units and individuals were tied to overall divisional objectives and that
management was able to measure progress against these goals every day.
● Ceased discretionary agency placement by representatives, requiring them to
work all accounts rather than refer some as “uncollectible”.
● Restructured collection agency placement to outsourcing which allowed
preservation of finance charges and fees as UK law required that placed
accounts not accrue interest or fees.
● Instituted new goals and incentives for vendors to align them with company
objectives, resulting in reduced liquidation of low risk balances and 200 basis
point improvements in overall roll rate performance.
● Renegotiated debt sale contracts resulting in 20% increase in price realized by
leveraging recovery curve data gained from outsourcing partners.
● Represented MBNA Europe in dealings with OCC, FSA and other regulatory
agencies. No issues were identified in audits performed by any regulators.
● Addressed significant control issues in Consumer Loan Portfolio related to
improper account aging and payment handling by previous management and
problematic conversion to new loan processing system.
March 2003 – July 2003. Head of Portfolio Quality/Risk Management, MBNA Europe, LTD,
Chester, England.
● Redeveloped cash marketing criteria to yield an additional 37,000 leads maintaining a
consistent 8% second-year marginal loss rate through the identification of swap sets.
● Migrated all strategies to 2nd year loss targets and ensured performance was measured
based upon incremental or responder performance.
● Implemented Europe’s first automated credit line reduction program reducing cost per
action by £10.
● Built a process that allowed the business to send batch updates directly to Cardpac
(processor) allowing for flexibility in implementing risk detection actions, special credit line
increase programs, marketing offers and other account updates.
● Identified and addressed deficiency in credit policy controls in Spain which were resulting
in early delinquency rates in excess of 20% primarily consisting of first pay defaults.
January 2002 – March 2003. Director of Risk Control Strategies, MBNA America Bank N.A.,
Newark, Delaware.
● Responsible for account management strategies for MBNA America’s credit card
portfolio.
● Redeveloped automated credit line increase criteria to contribute $446MM in incremental
outstandings while maintaining existing risk threshold.

3. 3
● Consolidated processing of risk mitigation and customer marketing leads to minimize
strategy misalignment and customer dissatisfaction.
● Developed a measure that compared the return on lost balances due to repricing
programs to the valuation of past portfolio acquisitions to demonstrate to senior
management the long-term negative impact of the decision to re-price lower risk
customers.
● Identified degradation in performance by FICO score and redeveloped Line Management,
authorization, and marketing strategies using additional variables to maintain loss
thresholds without negative impacts on NIBT.
● Implemented a comprehensive reporting infrastructure to monitor the effectiveness of
authorization, credit line increase and other account management strategies.
● Managed OCC and Federal Reserve strategy audits.
December 2000 – January 2002. Director of Customer Assistance Strategies, US Credit
Card, MBNA America Bank N.A., Newark, Delaware.
● Responsible for collection strategies for MBNA USCC.
● Dialer and account queue strategies.
● Direct mail campaign strategy and execution.
● Introduced e-mail campaigns providing additional customer contact at virtually no cost.
● Managed in-house system development team providing desktop automation as well as
efficient and accurate management information delivery.
● Overall responsibility for Customer Assistance site expansion to Atlanta including budget,
technical implementation, staffing and facility requirements.
November 1994 – December 2000. Director of Technology and Operations, Customer
Marketing, MBNA America Bank N.A., Newark, Delaware.
● Responsible for major system initiatives including the promotional pricing system, flexible
pricing system, 0% APR, delinquent promotional expiration and the generic conversion
system. All projects were delivered on time and within budget.
● Responsible for review and approval of all pricing and marketing initiatives prior to
execution.
● Instituted the availability of customer PIN through the VRU.
● Managed lead generation process for marketing programs and change in terms
initiatives. Direct mail campaigns could be executed within one week from strategy
approval to postmark due to process standardization.
● Develop financial models to predict the impacts of pricing programs, account pay-down,
promotional turnoff, and other activation initiatives on yield volumes and outstanding
balances. Maintained responsibility for forecasting yield and volume.
● Redeveloped APR Stratification reports for finance and built accurate balance
classification files for financial reporting and operational use bank wide following the
implementation of the flexible pricing project.
● Implemented the promotional file feed process at no cost which allowed for enhanced
selection criteria, use of external modeling and data, improved strategy alignment, and
standardized change in terms execution.
September 1990 – November 1994. Customer Assistance Technology, MBNA America
Bank N.A., Newark, Delaware.
● Beta tested first outbound call management systems at MBNA.
● Developed first process to download mainframe data to local computers for reporting.
● UNIX administrator/software developer.
● Delivered first automated reporting at the desktop.
● Initiated PC/Microsoft based reporting in Customer Assistance.

4. 4
November 1986 – September 1990. Customer Assistance, MBNA America Bank N.A.,
Newark, Delaware.
● Collector
● Section Manager
● Department Manager
● Loss Prevention Analyst