Customer Service Manager
Resume:
DARIAN FAULKNER
**** ***** ***** ***** – MIDWEST CITY, OK 73130
abng75@r.postjobfree.com
OBJECTIVE:
Seeking a position with a financial services organization offering long-term Management opportunities in
which my experiences and abilities may be utilized and enhanced.
QUALIFICATIONS:
Eleven years of debt collection experience; eight years of customer service experience; well
versed in FDCPA, FCRA, Graham-Leach-Bliley Act; experience in all Windows operating
systems.
Excellent verbal and written communication skills; negotiating and problem solving skills
Organized, detail-oriented and self-motivated with the ability to manage multiple projects
simultaneously
Professional attitude emphasizing reliability, integrity, teamwork, and the ability to meet goals of
productivity, quality and efficiency
Highly developed interpersonal skills; able to interface successfully with a public of diverse
backgrounds, as well as associates and management at all levels
EXPERIENCE:
March 2009 to Present – Loss Recovery Manager – Vericrest Financial, Inc. formerly The CIT Group, Inc.
Duties include managing and servicing a $1.08 billion portfolio consisting of approximately 37k charged
off Home Lending and Sales Finance accounts. Duties include managing a team of seven FTE and eight
third party collection agencies.
Additional duties include, but are not limited to:
Vendor site visits, agency audits, contract negotiations, 1099C EOY Coordinator, portfolio analysis, loan
sales, report generating, and development of all departmental training materials.
Upon hiring Home Lending recovery percentages were 1.1%, most recent postings reflect 2.2%.
Sales Finance/Consumer Finance recovery percentages were 5.8%, most recent postings reflect 8.3%
Actively used programs: MS Office, Visio, Fiserv (Mortgage Serv), Business Objects.
July 2008 to January 2009 – Account Manager – Coastal Credit LLC – Norman, OK
Duties include managing a $2.21 million portfolio of 204 automobile accounts that range from 1-120 days
delinquent. Duties include securing guaranteed payments, scheduling of vehicle repossession, handling
bankruptcies, and skip tracing to locate customers.
Upon hiring my 30 day plus portfolio delinquency rate was 7.38% (1% - company standard), most recent
postings showed my portfolio rate at 0.77%. My 1-30 day accounts were at 17.92% (10% - company
standard), most recent postings showed my portfolio at 6.89%.
March 2007 to June 2008 - Sr. Collections Representative – Ascension Services Inc. – Hurst, TX
Work distressed charge off credit card, consumer loan, auto loan, student loan debt. Contact debtors via
telephone to collect on past due accounts; negotiate payment options with debtors to guarantee payments
and to bring accounts current; update debtor files on a continuous basis to ensure the most current debtor
information; record on computer all pertinent information gained from calls; extensive skip tracing, which
includes pulling credit bureaus, Fast Data, Lexis/Nexis, Insight Collect and other tools available to assist in
locating the debtor.
January 1999 to December 2006 - Collections Manager - Firebird Capital Mgmt, llc – Arlington, TX
Supervision of collections and clerical staff. Daily collections of distressed consumer debt and delinquent
auto loans, preparing monthly goals and reports, acquisition and maintenance of contingency clients,
acquisition and purchasing of debt portfolios, managing all human resources/personnel/payroll issues,
extensive skip tracing (Accurint, Lexis Nexis, free web based search engines), responsible for open and
closing office and making daily bank deposits, Verified Ch. 7 & 13 bankruptcies, handled escalated
supervisor calls, managed reporting of accounts to credit bureau via e-port as well as inputting debt into
system database, Debtmaster & Accurint system administrator.
August 1996 to October 1998 - Collections Representative - GC Services – Dallas, Texas
Daily tasks included inbound/outbound collections of 60-90 day delinquent GMAC accounts, tasks also
included customer service and refinance knowledge, obtained permanent corrective action on delinquent
accounts in order to avoid further collection action; reviewed payment schedules, discussed reasons for past
due accounts and notified them of payment policies; processed paperwork for repossession of vehicles.
Contact this candidate