Customer Service Manager

******.*******@******.*** 770-***-****

Summary: Quality driven and highly dependable professional with a progressive and well- rounded background in banking and financial related positions. Proven experience in a variety of Accounting functions, Consumer Credit & Analysis, Debt Collections and Customer Service.

Work Experience:

2007-2017 Collections Credit Union Loan Source

Account Manager

Successfully collected payments on vehicle loans being 10 to 120 days past due

Negotiated various repayment plans with clients, including loan modifications and deferments

Provided customer care and consulted clients using a broad knowledge of company policies

Exceeded daily quota expectations; frequently named top performer of successful payment calls

Served as repossession account expert; represented department to outside vendors

2002- 2007 Lease End Solutions SunTrust Banks, Inc.

Credit Operations Analyst / Assistant Manager

Analyzed incoming credit applications for the consideration for refinancing, up to 15K

Approved or declined applications based on client credit history and debt-to income ratio

Avoided potential credit risks to the company by following strict policies and procedures

Discussed and educated clients with the financial terms of purchase

Served as Assistant Manager between 2005-07 for company’s leased/vehicle turn-in program:

oResponsible for all aspects of leased vehicle turn-in and refinancing. Represented the bank’s program with high integrity, working with individuals and outside vendors, while increasing the bank’s profitability, and maintaining long-term relationships for future business.

oExecuted daily reports for management regarding vehicles sold and auctioned.

1997-2002 Central Collection Services SunTrust Banks, Inc.

Accounting Assistant / AP and AR

Received payments and posted items to the appropriate accounts using a specialized system

Calculated and processed checks for accounts payable items in a precise manner

Delivered excellent customer service to internal departments and outside vendors

Ensured the accuracy of daily departmental balancing for all general ledger entries

Met strict daily deadlines with 100% accuracy

1995-1997 Leasing/Loan Operations SunTrust Banks, Inc.

Accounting Assistant IV

Prepared new auto leases and loan documentation for credit approval with speed and precision

Accurately calculated and processed checks payable to individuals and outside vendors

Reconciled daily work of incoming and outgoing payments for a department of twelve

Researched and resolved discrepancies within daily reconcilement balances

Provided customer service and answered in-depth questions regarding leasing and loans

Additional Skills and Proven Work Ethic:

MS Outlook

Excel

Word

Access Database (Entry)

SharePoint 2010

Ten-Key

Education / Continuous Learning:

Alison Online Learning: 2017

oEarned Diploma in Customer Service

oCertification awarded in Fundamental Accounting

oCertification awarded in Accounts Payable/Receivable

Georgia State University: Studied Business Administration. Achieved an Associate’s degree equivalent

Career Related Training:

Trained in Compliance Awareness for: BSA, OFAC, AML, ECOA, FDCDA and SCRA, FCRA, Fraud and Risk

Awards:

Most Productive Teammate: I acquired the highest number of payments for past due loans during several months of 2007-2017. I was awarded incentive and recognition for this achievement.

Client Care Award: I attained this award over a dozen times during my time at CULS for answering the most incoming calls and satisfying client questions, using expert knowledge and professionalism.

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