Administrative

Professional Objective

Professional collection management positions where strengths in negotiation, presentation, and follow through will help identify, establish, maintain, and improve corporate relationships and profits.

Background Summary

Experienced collection manager with over five years of successful experience in subprime auto finance. A strong focus on coordinating efforts with multiple internal departments to maximize corporate profits. Major strengths in relationship management, problem resolution, strategic planning, presentation skills, motivation and development, and follow through

Key Accomplishments

Lowest delinquency within an 80 million dollar company consisting of seven branches.

Increased collection speed

Reduced bad debt

Developed new quality standards for better quality performance and reliability

Improved the accuracy of recovery budget

Experience

Results-oriented Credit and Collections Professional with over 10 years of experience in management and knowledge in the receivable, credit, and customer service sector. Receivables management and collections on accounts in compliance with all applicable state/federal regulations and internal performance standards in order to meet personal, team, and company goal objectives. Strong negotiator with ability to operate in a very fast-paced environment, and adaptable to any challenging situations. Thorough legal and business economics acumen accompanied with excellent interpersonal skills.

Collections Supervisor

BB&T Suwannee, GA February 2017-Present

Execute adequate and timely collection and initiate recovery activities in order to minimize risk costs and optimize returns. Reviewed and Resolved Aging and Charge off reports. Managed team of 8 employees.

Performed Monthly, Quarterly and yearly reviews and disciplinary procedures for employees.

Performed Call monitoring and Quality Assurance analysis

Performed vetting duties for hiring process for new hires.

Worked directly with Credit department and Underwriting regarding new loan reporting.

Investigate payment arrears in the portfolio and code customer files appropriately in order to determine appropriate collection process steps. Offering resolution options such as extensions, due date changes, rescheduling, and refinance options.

Communicate with consumers via phone and prepare letter demand letter notifications to manager arrears process.

Perform skip tracing operation via TLO, Accurint, 411, and credit reports.

Identify quality adjustment requests, complete documentation packages, and utilize company underwriting guidelines to approve or reject the request Manage a queue of accounts from 30-90 days delinquent

Record consumer arrears history in order to ensure a complete file as a sound basis for decision making during collection / recovery

Negotiating payments while continuing to build a positive relationship with customers. Managed collection efforts with a high level of persuasiveness and professionalism

Performed telephone contact with customers according to guidelines and standards to ensure payment

Maintained positive customer relationship and minimize charge off delinquency rate.

Organized department events; managed office inventory; oversee training team, develop training manual and tools for new hires.

Collections Manager

Federal Financial Services, Tyrone, GA February 2012 –December 2016

Responsible for a collections team of five associates responsible for working subprime auto loan accounts

Responsible for monitoring collections on accounts 1-90 days past due

Provide and educate customers with options that are both good for the customer and good for the company with respect to what is needed to cure and make the account current

Responsible for daily maintenance, bill processing, and payment transaction issues

Responsible for handling bankruptcies and settlement arrangements

Responsible for maintaining quality control standards in accordance with industry guidelines

Respond promptly and professionally to inquiries relating to enrollment and billing issues. Customer service issues and problem resolution

Responsible for making sure incoming titles from dealerships are processed accurately

Troubleshooting and problem resolution specific to titles and bankruptcies

Responsible for performing auto check on vehicles

Customer Service Supervisor

Auto Credit, Marietta April 2008 – November 2011

Monitored incoming and outbound calls for a team of 20, making sure associates followed the ‘Fair Debt Collection Practice Act’

Recognized and uncovered sales opportunities to address customer needs.

Knowledge of the technical end-user support

Developed, mentored, and managed a small team of call center professionals.

Partnered with managers outside their direct influence and produced results in a matrix organization.

Project Management skills that are needed for planning and coordinating customer business events across all areas of service.

Senior Customer Service Supervisor/Dialer Analyst

CarMax Auto Finance, Kennesaw, GA June 2002 –March 2008

Continually analyzed company & agent performance to identify opportunities to increase contact rates/developed and maintained dialer procedures.

Ensured the Customer Care operations and call centers are operational and system performance is maximized during planned up time.

Leveraged call center experience (CRM, order management, IVR, workforce management) to ensure the transition of new capabilities as well as the operational of existing capabilities.

Worked with the overall Global Support function to create long and short term strategies for application support sourcing, taking into account existing obligations, requirements, market supply and leading industry knowledge.

Education

Georgia State University, Georgia 2001 - 2004

Skills

Microsoft Office

Data Management Systems

Project Manager Software

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