Customer Service Auto Finance

Shalandria Cooper

Supplier’s Note:

Shalandria has over 9 years of proven experience in customer service and collections, specializing in managing both live and terminated auto finance accounts, including past-due payments, lease-end charges, and deficiency balances.

Highly proficient in handling high-volume inbound and outbound calls, negotiating payment plans, and managing broken promises using platforms like Speedpay, Paymentus, and Quick Collect.

Skilled in skip tracing to locate customers and vehicle collateral; experienced in coordinating repossession activities when applicable.

Strong collaborator with a track record of resolving escalated customer issues, ensuring compliance with corporate policies, and contributing to continuous process improvement and training initiatives.

Local to Fort Worth TX. Excellent communication skills and a professional attitude; available to start with a 2-week notice.

EXPERIENCE SUMMARY:

Highly experienced Customer Service / Collections and Loan Servicing Specialist with over 9 years of expertise in the automotive and mortgage finance industries.

Proven success in managing inbound/outbound calls, negotiating payment arrangements, processing auto finance documents, and resolving complex customer concerns.

Managed a queue of live and terminated accounts, collecting on past due payments, lease-end charges, and repossession deficiencies.

Handled high-volume inbound and outbound calls to negotiate payment solutions and set up/install payment arrangements.

Performed skip tracing activities to locate unresponsive customers or missing collateral, escalating for repossession when needed.

Delivered top-tier customer service using Avaya and CRM tools, maintaining professionalism during sensitive financial conversations.

Processed payments through Speedpay, Paymentus, and Quick Collect, ensuring accuracy and proper documentation.

Collaborated with internal departments (insurance, legal, funding) and external vendors to resolve escalated issues and complaints.

Reviewed and corrected vehicle titles and lien release documents in accordance with state-specific regulations. Provided feedback on workflow improvements and supported training documentation updates for new and existing team members.

Maintained strict adherence to compliance guidelines, financial policies, and corporate standards.

SKILLS:

Inbound & Outbound Call Management, Collections & Loan Servicing, Customer Service & Conflict Resolution, Automotive Finance & Title Processing, Analysis skills (4 years), Payment Processing (Speedpay, Paymentus), Underwriting, Accounts Payable, Financial Services, Microsoft Office, Loan processing, Database management, Escrow, Employee relations, SAP CRM, Insurance verification, Account Management, Loan Officer Experience, Loan origination, Office Management, Accounts receivable, Negotiation, Fair Housing regulations, Business Development, Research, Avaya, Banking (8 years), SAP, Accounting, Microsoft office, Microsoft Outlook, Microsoft Excel, AS400, CRM software, FMLA

PROFESSIONAL EXPERIENCE:

Credit Acceptance, Grand Prairie, TX

Nov 2021 to Feb 2025

Customer Service & Collections / Redemption Specialist

Roles & Responsibilities:

Managed a portfolio of active and terminated customer accounts, including delinquent payments, lease-end charges, and repossession deficiency balances.

Handled inbound and outbound calls to collect payments via Speedpay, Paymentus, and Quick Collect, ensuring compliance with financial policies and accuracy in transaction processing.

Negotiated and documented payment plans, monitored broken arrangements, and supported customers with resolution strategies tailored to their financial circumstances.

Delivered exceptional customer service with empathy and professionalism during high-volume phone interactions, both with customers and internal departments.

Conducted skip tracing to locate customers and vehicle collateral; coordinated with repossession vendors when necessary.

Served as the first point of contact for insurance claim processing related to mortgage and auto accounts, including total loss and escrow-related inquiries.

Reviewed and analyzed escrow accounts, addressed increases, and ensured all related documentation was accurate and complete.

Processed vehicle title and lien release documentation based on varying state regulations; scanned, faxed, and emailed documents to vendors, customers, and title companies.

Collaborated with cross-functional teams (insurance, legal, underwriting, collections) to resolve customer complaints and account escalations.

Approved auto loans within assigned limits; escalated non-routine loan applications to management with full supporting documentation.

Conducted credit analysis by evaluating applicants' financial histories, income statements, and asset valuations.

Maintained and updated credit and loan files, ensuring compliance with corporate standards and regulatory requirements.

Performed accounts receivable duties for past-due payments, ensuring timely follow-up and reporting. Utilized SAP, CRM platforms, and internal systems to manage workflow, document activities, and monitor loan servicing operations.

Contributed to process improvement initiatives and provided feedback on training content to enhance operational efficiency and team performance.

Home Ditech Financial, Irving, TX

May 2015 to Nov 2021

Customer Service / Mortgage Funder/Closing / Registration Coordinator

Roles & Responsibilities:

Delivered outstanding customer service through high-volume inbound calls, assisting borrowers with mortgage inquiries, payment issues, escrow increases, and insurance claim processing.

Communicated with vendors, underwriters, and internal departments to obtain and verify documents required for mortgage closing and funding.

Reviewed scanned loan packages and verified completeness of documents prior to submission for approval and funding.

Managed and updated a pipeline of mortgage accounts, proactively following up on missing items and ensuring timely resolution of outstanding conditions.

Handled payment-related issues and coordinated with internal departments to resolve discrepancies in escrow, taxes, and insurance claims.

Drafted and sent correction letters to vendors for missing or incorrect documents needed to fund loans.

Processed title release and lien documentation per state-specific guidelines; corrected title issues and coordinated with state agencies as needed.

Used Black Knight, AS400, and Ma VPN Tech systems to research account history, update records, and track mortgage processing progress.

Scheduled inspection appointments and ensured that all projects and loan closings met required deadlines.

Maintained compliance with mortgage regulations and corporate standards during document handling, communication, and account resolution.

Provided feedback on operational procedures and participated in process improvement efforts to streamline funding and closing workflows.

EDUCATION:

Bachelor of Business Administration in Business Administration, AIU Houston – Oct 2023 to Present

High school diploma Arlington High School August 1999 to June 2002.

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