Vicki Henning

Chicago, IL Milwaukee, WI 414-***-****

aduou6@r.postjobfree.com https://www.linkedin.com/in/vicki-henning-89a2b555/

TEAM LEAD, SUPERVISOR - CUSTOMER SERVICE COLLECTIONS

Deeply experienced, knowledgeable customer service professional, offering expertise in mentoring, leadership, and issues escalation and resolution. Well-respected as polished professional balancing courteous customer relationships with commitment to company goals. Known for development of strong highly-motivated teams that adhere to appropriate statutes, company policies, and moral and ethical guidelines. Quickly develop strong relationships across all levels of the organization.

Core Competencies

Understanding and application of customer service and collections standards Ability to build and develop strong teams Experience at customer support and leadership levels Proven talent at consistently identifying and implement process improvement concepts.

PROFESSIONAL EXPERIENCE

AEROTEK AGENCY Illinois

Collections/Great Lakes Credit Union, 2019 to Present

Ensures that in the course of the collection activity, each borrower is treated with quality member service:

Contacts and resolves delinquency issues on members accounts 26+ days past due.

Negotiates repayment agreements with members in collection or legal cases.

Works minimum average of 60 accounts per day. Average 300 accounts per week.

Maintains follow-up on past due accounts, contacting the borrower for prompt repayment of obligations or a mutually acceptable deferred payment plans.

Initiates the repossession of collateral held when attempts to reach an agreement with the borrower have failed.

WELLS FARGO DEALER SERVICES Wisconsin and Illinois, 2009 – 2018

Collection Specialist, 2017 – 2018

Managed key collections responsibilities, as team member, escalation contact, and as team lead:

Coded 50-60 repossession accounts per month and transferred accounts to vehicle recovery team to ensure accurate information provided to vehicle owner.

Assisted repossession agents with vehicle recovery, resulting in fewer than 40 full-balance charge-offs over an average of 60 accounts per month (33% success rate).

Maintained repossession queues to ensure agents updated accounts within three days of event.

Managed and analyzed collections-related accounts, including customer insurance status, gap claims, vehicle repair payments, impound notices, etc.

Coordinated new hire training and ongoing team skills development, including coaching on customer service challenges.

Reviewed and approved metrics related to collections effectiveness and compassionate customer relationships.

Collector Level III, 2009-2017

Served as first point of contact with customers related to delinquent automotive loans.

Contacted and partnered with customers to resolve 30-day loan delinquencies.

Used compassionate, but keen judgment to collect payments, make repossession decisions, or charge off accounts.

GOLDEN LIVING CENTER, MIDWEST Wisconsin 2008 – 2009

Private Collector II

Negotiated account reconciliation for headquarters, responsible for a nine-facility region. Worked primarily with family members of residents.

Identified delinquent account balances and contacted appropriate payers for collection.

Maintained system for documenting and following up on payment commitments.

Regularly met with Executive Directors to review high-risk accounts and escalation strategies.

Developed ad hoc and regularly scheduled account status reports; participated in monthly accounts receivable reviews.

GUARANTY BANK Wisconsin 1999-2007

Promoted from Document Preparation Specialist to Senior Document Specialist to Team Lead, focusing on quality control.

Assisted supervisor in training and mentoring new and tenured employees on loan processing policies and procedures.

Distributed daily work assignments to 15 loan processors, allocating as many as nine closing packets per person per day.

Conducted daily quality control checks on all loans processed by underwriters.

Supported mortgage lending activities by distributing and allocating funds to brokers, customers, appraisers, and title companies.

Prepared mortgage closing documents for brokers and lenders.

BANK ONE Wisconsin 1995-1999

Promoted from Loan Documentation Clerk to Collector to Bankruptcy Specialist, serving as liaison between the bank and its bankruptcy attorneys. Other responsibilities include analyzing and reviewing accounts initiating and completing bankruptcy requests; and assisting with court appearance preparation.

TECHNICAL SKILLS

MS Office Suite (MS Word, Excel, Outlook); Lexis-Nexus; Innovis Credit Reporting System, Fintech Mortgage Lending System, Central Accounting Reporting System (CARS), ITop, Net Oxygen, Mainframe,

USPO QA Database

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