Customer Service High School

Kimberley Larson

*** *. ******** **.

San Bernardino, CA 92404

909-***-****

************@*****.***

Objective

To obtain a challenging position that will enable me to further improve my skills and to perform in

an environment that will allow me to utilize my communication and leadership knowledge.

Experience

Ontario, CA

1997 - 2009

Wachovia Dealer Services

Loss Recovery Associate/Collateral Recovery Associate

• Accountable for the recovery of charged off/deficiency balances auto loans.

• Prepared customer accounts for legal action and/or referrals to collection agencies.

• Negotiated payoffs and/or settlements according to established guidelines.

• Access and evaluate credit reports to assess payment history, debt ratios, credit worthiness, options

available and ability to repay.

• Maintain accurate documentation for reports, logs and record maintenance, while ensuring both

accurate detail and confidentiality.

• Financial Counseling.

• Determine if recovery of unit is cost effective, skip-trace locate and recover collateral.

• Refer to legal or deficiency departments in cost effective manner.

• Negotiate settlement and or payoffs according to established guidelines.

• Provide coaching and training to new associates

San Bernardino, CA.

1989 - 1997

American General

Supervisor/Collections

• Provide excellent customer service to mass upscale and business customers.

• Follows and monitors delinquent loan and payment schedules.

• Collect overdue payments. (A/R) Supervised 4 employees.

• Process loans, extensions, deficiency demands clerical duties, computer input, and verification.

• Utilizing Internet, company resources, Represented company in small claims court.

• Responsible for accurate documentation of customer account information.

Qualifications

Excellent communication skills written and verbal.

• Ability to make sound decisions, and use good judgment.

• Strong interpersonal skills to effectively communicate with agents, attorneys and vendors.

• Provide excellent customer service and problem resolution.

• Knowledgeable of federal and state regulations regarding bankruptcies and collection of debts,

comprehensive knowledge of state-by-state laws including FDCPA.

• Coordinate repossessions, remarketing of vehicle including NOS, NOD, and DMV documents.

• Proficient with Experian, Trans Union, Equifax, Microsoft Outlook, Word, Accruint, DMV (CVR)

and PowerPoint programs.

Education

San Bernardino High School

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