Customer Service Manager

*** ****** ****, *******, **** *****

(***) *** – 8715 • E-mail *********@*****.***

L indsay M. MacBurney

Objective

To obtain a position where I can enhance my

personal growth by util izing my skills and

experience to improve, develop, motivate and

i ncrease employee engagement, collaboration, and

p roduction.

Work Experience

Fifth Third Bank - Collections Team Lead

Jan 2011 – Present

First Mortgage, Home Equity Loans, Home Equity

L ines and installment loans collection accounts.

Responsible for managing, distributing,

monitoring and documenting the Fifth Third Bank’s

monthly report for the top two hundred highest

mortgage loans that are at r isk of default, foreclosure

a nd /or charge off.

Responsible for training new incoming employees

on systems, products, efficiency and effectiveness.

Responsible for development of the official Fifth

T hird Bank Collection Training Manuals, along with

developing the Assessment Exams for the First and

Second Mortgage Collections Department. These are

now used for all new hire employees within their

i nit ial training classes. New employees are required to

pass the Assessment Exam with at least a 90% or

above to be able to work within the Collection

Department.

Handle calls on the Escalation Team Lead L ine.

T his l ine is generally util ized by collection agents

w hen a customer asks for a supervisor or the agent

h as questions regarding a collection policy or

p rocedure.

Responsible for researching, resolving and

submitting collection responses and disputes for

government investor audits and assessments. (Ex:

Fannie Mae, Freddie Mac, Ginnie Mae, FHA, USDA)

Handle one on one side by side call reviews with

agents to mentor them on efficiency, effectiveness and

development. Also, in charge of managing weekly team

meetings.

Work closely with the Fifth Third Bank’s Escrow

a nd Loss M it igation Departments.

Previously promoted to the McKinsey H igh Risk

team, which evaluated accounts that are more l ikely to

go in default based on the customer’s credit and past

h istory.

Promoted to the H igh Value collection team which

m aintains the bank’s high balance accounts, which

i nclude but are not l imited to: Home Equity loans,

A uto / Boat installment loans. This also includes the

banks First Mortgage accounts with principal

balances of $200,000 or more.

Responsible for researching and resolving

mortgage payment issues and disputes.

Manage, monitor and research spreadsheets that

have accounts with funds that have not been applied.

Ut il ize cross sell of alternative products to reduce

losses and delinquency and also promote continued

business, when applicable customer service.

DRS Bonded Collections - Collections

Specialist May 2009 – Jan 2011

Third Party Collections; FDCPA Certif ied

Responsible for collecting on a majority of Citi

F inancial accounts that have been charged-off along

w ith a variety of numerous other clients.

Take necessary actions to veri fy a customer has

assets, once verified; submit to client for possible legal

action.

Cashland Collections - Legal Assistant

Mar 2008 –

Aug 2008

Creating and preparing civil court documents

w ith M icrosoft Word.

Responsible for inputting new incoming

bankruptcies on a daily basis, including checking the

N uvox and PACER systems for new and updated

bankruptcy information.

In charge of following up on bankruptcy

t rusteeships, wage garnishments and property l iens.

Responsible for verifying assets or wages then

f i l ing the new garnishments and property l iens.

Initiate outbound and receive inbound calls to

defendants, courts, and other attorneys’ offices.

C ashland Collections - Collections Specialist

J an

2008 – Mar 2008

First Party Collections; FDCPA Certified

Earned Top Collector and Employee of the Month

for February 2008.

Responsible for submitting at least 25 accounts a

month for civil l it igation.

Expected to maintain a 70 – 75% dialer time

w ith inbound and outbound calls made by a

p redictive dialer system. Exceeded with an 80 –

85% dialer time.

Provide the appropriate handling of customers’

accounts facing short-term payment diff iculties,

a nd determine actions to be taken on delinquent

accounts within the collection guidelines.

Promoted to legal assistant out 10 other

candidates.

Recognitions and Accomplishments

2013 P.I.T. Crew Employee Engagement Project winner. This was for a suggestion submitted

to Fifth Third Bank’s P.I.T. Crew in 2012 that was nominated and selected as the top suggestion

w ithin the entire company that would save the bank the most money.

First Mortgage Top Collector 10 out of 15 months.

Three times R.O.C.K.S. Award winner. (This is an employee recognition program that

rewards employees for going above and beyond their assigned job tit le for a customer and /or co-

worker.)

Nominated by manager for the Horizon Award in February 2013. (This is an employee recognition

p rogram that rewards employees who exceed performance standards and l ive the bank’s core values

every day.)

Achieved one of the highest totals within one year that saved the bank from charging off and /or from

going into foreclosure in the amount of $110.5 mil l ion.

Skills and Systems

Type 60+ words a minute

Collections Systems: CACS, ACE, ALS, MortgageServ

Skiptrace Systems: Accurint, Fastdata and Google.

Bankruptcy Systems: Filemaker, Cashwise, CUPS

Proficient in M icrosoft Excel, Word, PowerPoint, Outlook and InfoPath.

Other Systems: Artiva Collections Database System, CRS Telnet Collection Database System

Proven record of efficiency, effectiveness and continuous development.

Self motivated with the ability to interface well with internal and external customers and fellow

employees.

H igh sense of di ligence and ability to effectively multi-task several complex assignments with tight

deadlines.

Contact this candidate