Awarded Citi Star for Quality Excellence

Top Tier Performer at Eastman Credit Union Asset Recovery Dept

Collector of the Month Award in October of 2020

AREAS OF EXPERTISE

Detail Oriented, Strong Organizational Skills Tech Savvy Attention to Detail

Self-starter and Team Player Collections High Volume

Focus on Quality and Service Customer Service Clear Communication

Able to Meet Multiple Deadlines Negotiation Finance Protocols

Manage a Heavy Workload Serving as SME Month End Close Reconciliation MS Excel, Word, Power Point Coaching, Leading

CAREER NARRATIVE

EASTMAN CREDIT UNION Dec 2019 – Present

Account Resolution Assistant/Asset Recovery

Manages and controls of delinquent accounts to protect the assets of the Credit Union and minimize losses

Performs collection of all consumer, commercial, credit card, and real estate loans in compliance with state and federal laws and regulations

Reviews loans for CUNA claims, worked with members who needed payment arrangements, processed GAP cancellation

Serves as Subject Matter Expert for ECU personnel on issue related to losses, delinquencies, repossessions, seizures, collection accounts, judgements, charge offs, corrections, late fees, skips, bankruptcy matters, foreclosures, limit removals and ODPP removal

Recommends, prepares/authorizes vehicles to be sent for repossession, submits repossession orders via web-based application

Acts as a representative on behalf of the Credit Union on an ongoing basis with legal firms, credit bureau agencies, government agencies, repossession agencies, auction companies, and software companies

Key Achievements

Produces collection of debt in 85% of cases, managing 450 accounts

Received 5 out of 5 rankings on customer surveys

Top Tier Performer at Eastman Credit Union Asset Recovery Dept

Received collector of the month award in October of 2020

Selected by manager to be a Team Leader

AT&T Oct 2005 – Dec 2019

Support Services/Manager Relief

Took Escalated calls from lower representatives to deescalate billing and other customer service issues

Performed all collection activities, outbound calls and compliant letters

Performed training activities through presentations on deescalating calls

Key Achievements

Recruited based on high achievement

Highly valued for ability to console upset customers

Established policies and procedures in a startup environment

Citi Bank Oct 1990 – Oct 2005

Credit Bureau Support Specialist

Handles all incoming disputed credit bureau inquiries

Evaluate all disputes to verify if the update needed to be changed or remain the same based on evidence from billing

Consumer Credit Counseling Proposals – determined if the customer was presenting a valid amount as settlement for their debts with Citi

Handled all approval and denials of Consumer credit counseling services

Key Achievements

Citi Star Award

Selected by manager to be a Team Leader