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Customer Service Manager

Atlanta, Georgia, United States
November 30, 2018

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Cynthia M. Reynolds

*** ********* **. 404-***-****

Temple, Ga 30179

Summary of Qualifications

Over thirty Years Financial Credit Industry and seven years Team lead of Collections in the auto finance.

Credit Industry I have held Bankruptcy and Recovery Representative. I have held Fraud Investigator.

My years of experience in Financial Industry I have handled credit cards, as well as Mortgage loans, and Auto loans 3rd party collections. Collecting on medical bills, return checks as personal checks, I collected on School loans.

Work Experience

Hyundai Capital America (HCA)

Atlanta, GA

FEB. 2008 –JAN. 2018

Funding Investigator II

Responsible for mitigating risk through a thorough investigation process while reviewing

all documentation received prior to booking of subprime and specialized program contracts

for Hyundai and Kia Dealerships. The Funding Investigation II we communicate with

consumers, Dealers, Sales, Credit investigation Team, Credit and the funding/phone

through various channels including fax, phone, and email. Required to multitask

throughout the day including answering and making phone calls, sending out follow - up

faxes, and reviewing contracts that requires resolution.

Complete and thorough investigation of Subprime/Special Program contracts including

Verifications of residence, income/employment, customer interviews and other

Investigations as needed.

Review and verify all document information, and ensure conformance to HCA credit approvals, polices, and established Guidelines. Handle and perform all

Duties as assigned.

Hyundai Capital America (HCA)

Austell, GA

MAY.2010- SEPT.2014

Funder II

Reviewing contracts that are being received from dealership inputting and verifying

information into the system. Checking documents that are in the deals that

been sent from Dealership.

Review and verify all document information, and ensure conformance to HCA credit approvals, polices and established guidelines.

Follow up with assigned high profile dealerships for missing/needed items for funding

Computer system entry of verified customer and contract information

Customer service to dealer base, internal departments and sales force; handles complex contract issues and resolve problems.

Employment verifications, customer interviews, collateral verification inquires and other investigative follow up verifications as required.

Hyundai Capital America (HCA)

FEB. 2008- JULY.2010

Senior Collector

Responsible for managing a queue consisting of past due accounts 60-89 days past


Maintain an account file of 125-175 rotating accounts and ensuring that each

account is completed to its fullest prior to be assigned for repossession.

Achieve &Exceed

Daily goal of 20 calls & 10 accounts worked per hour.

Proactively working

all accounts to the best assist the customer in getting current: Offering deferments:

Setting up Post Dated Checks; suggesting payment alternatives: Western Union,

Money Gram, Auto Draft. Assigning accounts out for Repossession. Establishing

Excellent business relationships with repossession, & field assignment with vendors.

Providing new hires with assistance on second voices talk offs & some peer training.

Receivable Management Services

SEPT. 2006- DEC. 2007

(Dun in Brad Street)


Responsible for 3rd party collection accounts on past due, version corporate

Accounts. As well on delinquent accounts for sprint customers. Collecting on 90-120

day delinquent accounts, including if uncollectable moving towards legal. As well soft

skip tracing.

CitiFinancial(Prior Arcadia Financial LTD

Front End Team Lead,

SEPT. 1997- NOV. 2005

Arcadia Financial LTD (a division of (CitiFinancial Auto

Responsible for supervision of collection process on delinquent accounts, ranging

from 25 to 30 days delinquent. Monitor and evaluate associates performance and

provide necessary feedback for performance enhancement. Direct collection activities

in accordance with corporate policy and monitor collection calls.

Responsible for training, motivating and developing 8 to 12 member team.

Work lead queue completely from 25-30 days accounts.

Update production board daily. Distribute production n umbers to agents daily.

Take second voices/ supervisor complaint calls for agents. Process refunds on error

customers account by contacting there bank.

Complete five monitors per a Month on each agent on the team.

Completing team from each agent each Month. Monitoring the MOD

Manager on Duty Station. When predictive dialer is running.

Preparing for voluntary Repossessions.

Training New Hires. Scheduling Lead meetings two times a Month.

Meeting and, working with Manager to develop team.

Monitoring agents lunches and breaks. Returning calls to customers needing more

information than agents able to provide.

Collection Representative II 1997-1999

Initiated calls on past due subprime auto loan for commercial and Consumer

accounts 30-90+ days past due, Including charge off accounts. Properly

Notating, in the system. Receiving inbound callas.

Resolving any account issues.

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