OBJECTIVE:

To obtain a position with a well-established, progressive company which will allow me to utilize and develop my skills, challenge my abilities, capitalize on my excellent management and customer service skills and apply my enjoyment of working in a people-oriented, multi-task environment.

SUMMARY OF QUALIFICATIONS:

Supervised the daily operations of the collection unit including evaluation and feedback to senior management

Extensive customer service, sales, banking and collection background.

Effective communicator; proven by training and coaching groups or individuals, leading meetings, composing correspondence, and job descriptions.

Excellent interpersonal skills, ability to interact effectively with persons at all levels.

Highly motivated with a strong commitment to professional standards of service.

Strong leadership skills with the ability to cope with stressful and time sensitive situations.

Account opening skills with the knowledge and the ability to sell products offered by the bank.

PROFESSIONAL EXPERIENCE:

2013 -2020 The Credit Union Loan Source College Park GA

Collector

Ensure and provide quality service to CU Loan Source customers and business partners by answering all customer inquiries in a timely and professional manner.

Take payments over the phone while striving for customer service excellence and accuracy in a fast-paced call

center environment.

Ability to explain complex payment histories to many different audiences.

Superior analytical and problem-solving skills.

Monitor payments for late and/or delinquent status

Contact customers on delinquent and overdue balance accounts by telephone.

Provide customer service, while ensuring the delinquent accounts are paid to current status.

Build a rapport with delinquent customers to better understand their reasons for delinquency and offering options to them to get their accounts back to current status.

Follow up frequently on accounts with open promise to pays for payment commitments.

Consistently make outbound calls, while receiving inbound calls with the goal of resolution on all calls.

Update the account notes of all calls and actions on accounts.

This position is a full time 40-hour work week. The candidate must have the ability to work days, nights, and weekends.

Schedule requirements are subject to change, based upon business needs.

Utilizing training materials in a meaningful way that ensures a smooth transition into successful, professional Customer Service experience.

Responsible for complying with all requirements of the Bank Secrecy Act.

Essential function of this job is to be kind, respectful and thoughtful to others while you are performing the duties that make up this job.

2007- 2013 Automobile Acceptance Corporation Riverdale GA.

Assistant Collection Manager

Manager over Collections, Repossession/Remarketing, Cashiers and File room.

Assist 6 Supervisors with daily tasks.

Review Collectors accounts for Gaps and conduct monitoring.

Help Cashiers with balancing procedures whenever necessary.

Follow up on Impounds, Total Losses and Gap Claims.

Review and approve accounts for Repossession, Extensions and Due Date Changes.

Address Customer issues in person or on the telephone and seek resolution to their problems.

Conduct Interviews and handle new hire process.

Handle coaching and development of Employees.

Interact with Department Heads in other areas.

Assist with planning, organizing and controlling of all collection function.

Work assigned accounts as required.

Assume Manager’s duties and responsibilities in his absence.

2004-2007 Ikon Office Solutions, Inc Macon, GA

Collection Supervisor

Manage and motivate Ikon’s Legal Document Service Team in the Outsourcing Collection Unit.

Assists daily with the collection of the LDS Accounts by contacting Law Firms and Major Corporations Nationwide.

Conduct monthly Conference Calls with Ikon’s LDS staff at the locations across the United States.

Review account receivable balances to highlight collection problems and potential bad debt write offs.

Prepare and execute direct reports performance appraisals.

Conduct interviews of Applicants for potential employment with Ikon.

Review and address time and attendance for direct reports.

Responsible for first level approval on credits, adjustments and refunds on accounts.

Review delinquent accounts to determine if they should be placed on credit hold.

Conduct regular one on one review with direct reports to examine progress and set objectives.

2000- 2003 Triad Financial Corporation, Margate, FL

Collection Supervisor

A non-prime auto finance company and subsidiary of Ford Motor Company.

Collection Supervisor for all levels of delinquent portfolios.

Making sure that the employees are operating in compliance with the company’s guidelines.

Daily feedback to direct reports and Senior Management.

Responsible for daily telephone monitoring of direct reports for coaching and counseling purposes.

Assist with answering and resolving customer complaints and associated issues.

Provide employee recognition awards and daily motivational meetings.

Assist and/or fill in for other supervisors within immediate area, as well as other collection areas

1997-2000 NAL Acceptance Corporation

Supervisor/Team Leader

Service sub-prime auto loans nationwide.

Supervise, train and coach collection staff.

Transfer accounts between collectors to balance their daily queue.

Daily telephone monitoring of collectors for coaching and counseling purposes.

Prepare and execute direct reports annual performance appraisals.

Handle escalated complaint calls from customers.

Approve repossession workflow from collectors.

1992-1996 Chase Manhattan Mortgage Corporation, Deerfield Beach, FL

Master Service Representative/ Payoff Processor 11

Daily reconciliation of assigned bank account statements.

Balance cash control and master clearing accounts.

Remit funds daily in accordance with investor guidelines.

Handled incoming calls from borrowers, title companies and realtors regarding payoffs and related matters.

Recalculate and adjust the interest credit on Farmers Home Mortgages.

Held responsibilities as Senior Accounting Clerk in Cash Control Department.

Responsible for processing mortgage payoff checks and exception payments received from the Lockbox.

Perform tax and insurance escrow analysis.

1990-1992 American Credit Service, Inc. Ft Lauderdale, FL

Batch Teller/ Collector

Responsible for the daily posting, balancing and batching of all monetary and non-monetary transactions.

Daily verification of all collector’s cash, cashier’s deposit tickets and receipts.

Research and reverse misapplied payments and perform the necessary general ledger entries to correct.

Assist with the collection of delinquent auto loans payments.

Receive and Review Contracts from Dealerships and check for accuracy

1989-1990 Citizens Federal Savings Bank Ft Lauderdale, FL

Account and Loan Servicing Representative

Responsible for handling the incoming and outgoing customer calls.

Open new accounts and sell products and services offered by the Bank.

Assist with the processing of tax and insurance escrow analysis.

Daily processing and balancing of the mortgage and consumer loan payments.

EDUCATION:

Manchester Community College- Manchester, CT – Food Service Management

Symposium- (Triad Financial)”real time” display screens to successfully manage phone production time and identify possible call abandonment obstacles

Ensemble-(Triad Financial) monitored the Davox auto dialer system

Dame ware (Triad Financial) visually monitors representatives while negotiating calls

Audit Tool (Triad Financial) provides daily account audits and reviews

*Additional employment information available upon request

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