Credit Union Call Center
Resume:
Robert McGonigle
Brockton, MA *****
****@*******.***
Successful collection professional with 30 years of experience in two of the leading collections agencies and 13+ years managing in a collections/call center environment. Maximized bottom line performance through staff management, employee training, contests and management initiatives. Work Experience
Collections Manager
Tremont Credit Union
Braintree, MA
September 2017 – November 2024
Same responsibilities as below along with preparing monthly credit committee reports (Watchlist, Bankruptcy, Legal, Charge-Off analysis). I also audit collection activity for a staff of one and advise steps to take or take over that activity on specific accounts. I prepared accounts for legal activity and sent to an attorney such as liens, foreclosures etc. I work closely with our Operations Department & BSA Department on fraudulent deposit issues. On charged off accounts, I process payments and keep track of payments that are received on accounts that are no longer in the core system. I am also the administrator for e-Oscar, EasCorp, Experian and Carm-Pro. I also reviewed mortgage loans to determine if they are Certain Mortgage loans before I sent the Right to Cure documentation to the borrowers. Collector
Robert Half – Temp for Tremont Credit Union
Braintree, MA
May 2017 to September 2017
Responsible for collecting past due consumer, mortgage and commercial loans. Other responsibilities included repossessing vehicles and preparing them for auction and preparing repossession reports and the Watch List for the board for the end of the month committee meeting. I was also responsible for placing loans that I had charged off with a 3rd party collection attorney and monitor/update their performance.
Collections Manager
EOS-CCA
Norwell, MA
January 2012 to March 2017
Responsible for running teams for Navient (Sallie Mae) FFEL and Private loans. Primary responsibilities were, but not limited to training, auditing, crossing calls, tracking production KPIs (both internally & for the client), achieving goals, assisting in hiring and made recommendations for department transfers or terminations. In 2013 the FFEL department was transferred to another office location and shortly after I was given the responsibility of our purchased debt department for College Loan Corporation and Sallie Mae in addition to responsibility for the Navient Private Debt portfolio. Director of Operations
EOS-CCA
Norwell, MA
2011 to April 2013
I was responsible for setting client/team/collector goals by performing liquidation analysis on a monthly basis and hitting or exceeding those goals. I also ran a team of 5-7 managers with an average of 10-12 collectors per manager to help achieve those goals. I routinely audited accounts/collectors to insure that all accounts were working appropriately. This included auditing individual accounts, call statistics, month- to-date performance and actual calls. Made decisions on training, employment and hiring based on performance. I developed and maintained tracking/training tools to help my office and other directors/managers in our other offices. Other responsibilities included hiring/training, performance reviews/discipline and termination of employees. I also ensured payroll records were up to date and attended meetings with current & potential clients. I was also an active presence on the collection floor by holding inspirational meetings, providing assistance on calls and resolving complaint issues with staff & consumers.
Operations Manager US Asset Management (Purchased Debt) Collection Company of America
700 Longwater Dr., Norwell, Ma 20261
2011
I managed our purchased debt portfolio which consisted of telecom debt and Sallie Mae debt that was purchased by the company. I negotiated/approved settlements, sent necessary documents and updated credit bureau reporting.
Collection Manager/ Contract Manager for RRI 1ST Party Collections Collection Company of America
700 Longwater Dr., Norwell, Ma 20261
2006 to 2011
Oversaw Telecom, Education and Commercial clients. I had 2-3 Assistant Managers with an average of 8-12 collectors per AM. I tracked each manager's performance towards their group goal and made recommendations to each to improve productivity and also made recommendations to the Director of Operations regarding improving performance and staffing needs. As Contract Manager I ran a team of 4 collectors who worked miscellaneous clients on a 1st Party basis per the clients' requests. I was responsible for billing and collections and reporting/reconciliation for the University of Massachusetts federal cohort program. Assistant Manager/Unit Manager RRI
Collection Company of America
700 Longwater Dr., Norwell, Ma 20261
Assist Training Manager
EOS-CCA
Norwell, MA
2003 to 2006
Education and Commercial Departments at separate intervals. Drove daily, weekly and monthly numbers to achieve monthly goal. Perform various audits to ensure that collection representatives are performing up to company standards and to help them achieve these goals when and if they have fallen behind, also be available to assist collectors with 'cross calls' when needed. Assist Training manager by teaching classes for new employees.
Collections Account Representative
Collection Company of America
700 Longwater Dr., Norwell, Ma 202614
April 2002 to July 2003
Responsible for collecting overdue accounts. Resolving disputes on accounts with the consumer and clients while maintaining strict adherence to the FDCPA (Title 8) rules and regulations. The job also involves locating consumers (skip tracing), training of new employees, and knowledge of Windows software.
Collections Account Representative
PAYCO G.A.C / OSI Collection Services
Weymouth, MA
December 1994 to February 2002
Education
Accounting & Computer Programming
American Institute for Banking - Quincy, MA 1986
to 1987
Additional Information
Certified Notary Public
Proficient in Microsoft Word, Excel & PowerPoint and have a broad exposure to other software such as: FACS operating system, C a r m - P r o, I n s i g h t, P a c e r, P a y l o c i t y a n d Legiant payroll systems, Livevox and Sound bite dialer management & Noble dialer management. Strong Motivator
Ability to independently obtain and interpret information Experienced Negotiator
Employee Training Facilitator
Organized and able to meet deadlines
Excellent communication skills
Strong Mathematical, Analytical & reasoning skills Hands-On, Interactive Manager
Willing to extend schedule, able travel to accommodate business needs
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