Customer Service Collections Manager
Resume:
CHRISTOPHER G. JAMES
KATY, TX 77449
Home: 832-***-****
E-mail: ****************@*****.***
PROFESSIONAL EXPERIENCE
DURRETT MOTOR COMPANY
Collections Manager– Houston, Texas
June 2023 – July 2024
●Oversee an $8 million portfolio of active automobile loans for an independently owned “buy here/pay here” auto dealership.
●Performed exit interviews with new buyers to ensure that the customer understands the commitment that is being made and how important it is to make timely payments to improve scores with the three major credit bureaus
●Created and maintained relationships with local repossession agents as well as agents across the country to recover collateral and protect the business from loss
●Built and fostered customer relationships while assisting account holders with their past due automobile loans.
●Effectively accepted and resolved escalated customer situations as needed to keep account holders satisfied and vehicles on the street
●Accepted cash, debit card, money order and ACH payments from walk-in customer
●Processed auto loan cash down payments ranging from $2500 to $30k
●Reconciled cash drawers at the end of each day to ensure that each drawer had $200
EXCEL MOTORS
Collections Manager– Houston, Texas
February 2021 – May 2023
●Oversee a $17 million portfolio of active automobile loans for an independently owned “buy here/pay here” auto dealership
●Monitor and grade collector agent interactions to ensure adherence to department guidelines and provide an outstanding consumer experience
●Grew the team from 3 agents to 5 agents
●Browsed queues to review collector activity and provided feedback to each agent
●Created and implemented a calling strategy that effectively increased collectors’ individual queue penetrations
●Built reports that tracked department production as well as agent performance and shared results with the owner and the general manager
●Introduced policies and procedures that increased the total percentage of current accounts in the portfolio from 47% to over 80%
●Created and maintained relationships with local repossession agents to recover collateral and protect the business from losses
●Maintain constant communication with sales team and the service department to make sure any outstanding issues were resolved efficiently and correctly.
●Created an incentive/bonus plan built around individual performance as well as team productivity
●Accepted and processed payments for walk-in customers via cash or debit card
UNIVERSAL FIDELITY, LP
Assistant Direct of Operations – Houston, Texas
February 2020 – February 2021
●Monitor and review calls for adherence to federally mandated compliance regulations including FDCPA, TCPA and third-party disclosure using SpeechIQ call recording and grading software
●Address compliance concerns with agents daily and escalate issues as required by organizational guidelines
●Create dialing strategies based on client needs and use WinDebt XL to build campaigns aimed at attaining the desired goals daily
●Analyze daily placement and activity reports from client inventory to determine dialing strategy for the day
●Created a large balance account task force using the most seasoned agents on the team in order focus on underperforming portfolios and accounts with balances over $1000
●Maintained communication with client liaisons to give and receive feedback on agent performance as well as the performance of client inventory placements
Team Lead– Houston, Texas
July 2018 – February 2020
●Proactively made and received 150 to 250 calls daily in order to assist borrowers by negotiating adequate repayment plans for aged debit
●Collected charged off debt for various clients including Valero, The Bradford Exchange, The Swiss Colony, and CKS Prime Investments
●Probe consumers to investigate the reasons for delinquency and to determine the best course of action to resolve outstanding debt
●Comply with TCPA, FDCPA, and other federally mandated compliance guidelines to ensure proper treatment of all account holders.
●Keep the team focused, engaged and actively making phone calls
●Take escalated calls as needed and monitor the TCN Predictive Dialing System in order to increase production levels and consumer contact
●Lead dedicated team for TDECU and increased the unit from four full time agents to seven full time agents while consistently exceeding desired client goals
D&A SERVICES, LLC
Professional Collector– Houston, Texas
February 2018 – July 2018
●Handled a high volume of inbound and outbound calls pertaining to the reconciliation of charged off debt for various clients included JH Portfolios, Cavalry, Second Round and Crown Debt Equities.
●Participated in call calibration sessions to ensure that phone conversations comply with federal guidelines and company policies.
●Assisted consumers by asking probing questions to get to the source of the delinquency and create arrangements that best fit the consumers financial situation
●Accepted and arranged post-date payments as well as accepted credit card/debit card, and ACH payments regarding all delinquent debts to remedy and pay-in-full
LTD FINANCIAL SERVICES
Account Representative– Houston, Texas
August 2017 – January 2018
●Execute adequate and timely collections and instigate recovery activities to minimize risk costs and optimize returns for Bank of America Business Lending and Barclays Bank Deleware
●Investigate payment arrears in assigned portfolios and code debtor activity appropriately in order to determine next steps in the collections process
●Communicate with debtors by telephone and in writing to manage debtors and arrears process
●Identify quality adjustment requests, complete documentation packages and utilize company underwriting guidelines to approve or deny the request
●Record debtor and arrears history in order to ensure files are thoroughly documented so that management can make sound decisions based on account activity
TEXAS DOW EMPLOYEE CREDIT UNION
Indirect Credit Analyst– Sugarland, Texas
August 2015 – April 2017
●Effectively contact car dealers in order to negotiate terms on consumer auto loans from potential applicants of various credit worthiness
●Successfully build and maintain dealer relationships in order to maintain a profitable portfolio and increase overall production
●Proactively answer incoming calls and make outbound calls in order to communicate with dealers
●Ensure that negotiated loan terms are profitable for the company and the dealer partners
CHASE AUTO FINANCE
Team Leader/Collections Supervisor– Houston, Texas
March 2014 – May 2015
●Effectively managed and lead teams of between 8-16 associates
●Internally audit associate work samples to ensure quality and adherence to department guidelines and regulatory compliance guidelines
●Monitor and grade agent interactions with customers in order to gauge agent performance and overall customer experience
●Prepare and administer monthly, quarterly and annual employee assessments used to determine merit increases and potential for career advancement within the organization
●Conduct daily “team huddles” to communicate daily updates and changes to the staff.
●Regularly reviewed accounts submitted by team members to determine the next course of action.
EDUCATION
Bachelor of Science in Telecommunications Management; DeVry University
Certified Magellan/Melita Autodialer Systems Administrator
TECHNICAL SKILLS
MSOffice Suite Windows Operating Systems DealerSocket
Melita Predictive Dialing System TLO/FastData 10-KEY
TYPING 45 WPM
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