Customer Service Manager
Resume:
WANDA SMALL
Riverside Ca ****7
abhh63@r.postjobfree.com
Qualifications Summary
A Collector/Customer Service with diverse experience in the financial
services industry including collections on automobile and consumer loans,
mortgage loans, charge cards, business accounts, charged off loans,
insurance claims, gap claims and repossessions. Recognized for strong
organizational skills, attention to detail and excellent customer
communications. Consistently exceeds collection goals. Areas of
expertise include:
. Call Center/Dialer
. Collections
. Skip Tracing
. Negotiation
. Repossessions/Reimbursements
. Charge Off/Settlements
. Bankruptcy
. Customer Service
PROFESSIONAL EXPERIENCE
Fastrak 2010 to Present
. Responsible for initial return
. Responsible for providing support to the Manager and Supervisor teams
. Assisting customers with any issues which may arise such as
shipments/deadlines, price adjustments and backorders
. Collecting on past due invoices.
. Responsible for providing timely resolution in a courteous and
professional manner
. Providing outstanding customer service in a fast paced environment
. Excellent follow-up skills and outstanding attention to details
. Responsible for communication via phones, fax, emails and internal
requests
. Review and research problems and /or discrepancies
. Make follow-up outbound call in resolution of customer inquiries.
. Receive and process daily Customer Account update
. Answer heavy inbound calls.
UNITED AUTO CREDIT CORP 2008-2009
. Cure delinquency 1-90 days
. Contacted customers by telephone or letter to obtain payments on
delinquent accounts.
. Complied with Fair Debt Collections Practices Act (FDCPA), and other
state and federal laws.
. Negotiated mutually agreeable payment schedules with customers.
. Submit loan modifications and deferments.
. Recommend auto for repossession
. Speak to and monitor borrowers on a daily basis regarding their
delinquent auto account
. Assist borrowers who attempts to voluntarily surrender their vehicle
. Locate customers through the use of database and references
CASHCALL INC. 2005-2008
. Cure delinquency 1-60 days
. Skiptracing
. Submit check by phone
. Setup customers banking info for ACH
. Submit loan modifications and deferments
. Process 500+ calls on the automatic dialer
. Consistently exceeds charge off goals.
MITSUBISHI MOTORS CREDIT OF AMERICA, Cypress, CA 2001 - 2005
Special Collections Account Representative / Bankruptcy Representative
. Maintain individual recovery goal.
. Perform skip-tracing duties as necessary to ensure recovery of
outstanding units.
. Negotiate mutually agreeable payment arrangements and/or settlements
with customers.
. Collect on deficiency balance, insurance losses and end-of-term
liability accounts.
Bankruptcy Case Manager (2003-2004)
. Followed up on bankruptcy during the bankruptcy proceedings for
representation of MMCA.
. Provided and completed accurate documentation of customer
transactions.
. Answered and resolved customer inquiries.
. Processed proof of claims and trustee payments.
. Worked with attorneys to obtain relief from stay on delinquent
accounts.
Bankruptcy Coordinator (2002-2003)
. Documented, processed and distributed incoming bankruptcy document.
. Distributed customer files and requests for titles.
. Created and mailed out reaffirmation agreements to customer's
attorneys and the courts.
. Created and mailed out proof of claims to the courts.
Core Collector (2001-2002)
. Contacted customers by telephone or letter to obtain payments on
delinquent accounts.
. Complied with Fair Debt Collections Practices Act (FDCPA), and other
state and federal laws.
. Minimal skip tracing duties as outlined in the CORE collection
guidelines.
. Recommended assigning accounts for repossession.
. Maintained collection records using the SHAW collections system.
BENSTAR PROFESSIONAL SERVICES
NORTON COMMUNITY C.U, San Bernardino, Ca 1999 - 2001
Senior Collector
. Contacted customers with delinquent accounts 1to 60 days past due.
. Complied with Fair Debt Collections Practices Act (FDCPA), and other
state and federal laws
. Within company guidelines and policies, recommended assigning accounts
for repossession.
. Recommended assigning accounts for repossession
. Negotiate mutually agreeable payment arrangement with customers
. Accurately and professionally document account and collection
activities
. Locate customers through the use of date base and references (skip
trace)
Contact this candidate