Customer Service Financial Services

NIKKI MOORE

Indirect Underwriter Profile

***********@*****.*** • 541-***-****

LinkedIn URL • Covington, GA

Seasoned and detail-driven business professional with extensive experience in financial services, specializing in lending and collections. Adept at fostering strong professional relationships, leading to enhanced customer service and optimized recovery strategies. Demonstrated ability to surpass performance benchmarks in high-volume environments, including setting new records in vehicle repossessions and securing top collector status by recovering substantial monthly volumes. Collaborative and result-oriented, skilled in implementing effective training programs, improving team proficiency, and maintaining high standards of professionalism. Equipped with deep understanding of credit analysis, underwriting, and loan servicing, underpinning commitment to accuracy, regulatory compliance, and strategic problem-solving.

Areas of Expertise

● Asset Recovery

● Strategic Planning

● Customer Relationship Management

● Risk Assessment & Mitigation

● Regulatory Compliance

● Stakeholder Relations

● Skip Tracing

● Training & Development

● Data Analysis & Interpretation

Professional Experience

Oregon Community Credit Union, Eugene, OR

DRS

Sept 2021 — Sept 2023

Drove funding processes by cultivating relationships with dealers and resolving issues. Facilitated indirect lending operations by answering equating calls, steering end-to-end correspondence, and addressing inquiries. Leveraged attention to detail, maintaining focus and drive to achieve organizational goals. Engaged with dealers and members to address and rectify concerns, enhancing customer satisfaction and service delivery. Monitored and reported trends in transaction rejections and contract discrepancies to management for strategic improvements. Upheld company standards while establishing communication channels with diverse stakeholders, including colleagues, dealers, and members.

●Enhanced dealer and member relations by providing targeted advice and support, catering to specific needs and preferences.

●Acquired in-depth knowledge of indirect lending, including loan-to-value and debt-to-income ratios, strengthening lending decisions.

Credit Concepts, Eugene, OR

Senior Collector / Repo

Oct 2019 — Sept 2021

Oversaw high-volume collection efforts, ensuring courteous and professional engagement with customers to maintain positive relationships while implementing recovery strategies. Trained new collectors in communication techniques and adherence to regulatory standards, sharing insights on script usage and negotiation tactics. Administered skip tracing activities to locate assets and individuals for recovery or legal proceedings, maintaining records and account updates post-payment processing. Led both manual and automated outbound call systems, maximizing reach and efficiency. Coordinated with co-signers to facilitate payment resolutions, reinforcing firm’s commitment to settlement approaches.

●Recognized as top performer in company, demonstrating exceptional skill in customer negotiations and recovery outcomes.

●Achieved and often exceeded performance targets through diligent call management and effective resolution strategies.

Lithia Motors, Inc, Medford, OR

Repossession Specialist

Jun 2017 — Sept 2019

Led account updates and payment processing to ensure accurate client records and financial data integrity. Negotiated repayment plans with customers, tailoring solutions to individual financial situations while balancing creditor interests. Enhanced recovery strategies by implementing systematic collection campaigns and utilizing skip tracing for debtor location. Initiated and administered repossession procedures when alternative collection efforts failed, contributing to loss prevention and profitability. Maintained high levels of professionalism and customer service, even during flexible and demanding work hours.

●Surpassed previous benchmarks by setting new records in vehicle repossessions.

●Streamlined interdepartmental communication by meticulously processing client details into company database.

●Optimized collection outcomes by enforcing and adhering to structured campaign schedules.

Action Financial Services, Medford, OR

Senior Collections Specialist

Jun 2012 — May 2017

Secured payments by negotiating full balances and arranging installment plans, ensuring professional approach during all customer interactions. Implemented tailored collection strategies to achieve performance targets. Enhanced team capabilities by delivering training sessions on collection techniques, company policies, and customer service excellence. Applied skip tracing and thorough account research to resolve delinquencies and improve recovery rates. Streamlined payment processing and account application, maintaining accuracy and efficiency in high-volume call center environment.

●Ranked as Top Collector, recovering over $5M monthly.

●Mastered use of probing techniques to uncover reasons behind payment delays.

Education

GED

Plymouth Community College, Plymouth, MA

Junior-level Coursework

Ashland High School, Ashland, OR

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