Customer Service Financial Services

MICHAEL W KEY

Career Summary

Mr. Michael Key holds a Bachelor of Arts in Mass Communications and has over 10+ years of experience in Collections as well as over 10+ years of experience in Skip Trace where he utilized Skip Tracing tools, databases, and investigative techniques to locate debtors who had relocated, or current contact information was not accurate or out of date. Michael has experience reviewing credit reports, working on 60+ day past-due accounts, and making inbound and outbound calls. He can Interview with 1-2 days' notice and start immediately. Highlights:

Over 8+ years of experience in auto loan collections for past-due accounts including negotiations, Skip Tracing, repossessions, and auctions.

Managed a portfolio of 200 delinquent accounts, which were 30 to 120 days past due.

Utilized collection tools to cure the delinquency.

Maintained an elevated level of customer service while speaking to customers and providing sympathy when needed.

Identified areas for improvement in Skip Tracing methodologies, tools, and technologies, and implement changes to enhance efficiency and effectiveness.

Prepared and present regular reports on Skip Tracing efforts, including success rates, challenges faced, and recommendations for improvement to management.

In cases where debtors cannot be reached through the provided contact information, conducted Skip Tracing to locate updated contact details.

Kept track of debtor information, payment arrangements, and any changes in contact details in the collection system

Ensured compliance with relevant debt collection laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA) and other local or federal laws.

Engaged in negotiations with debtors to establish payment plans, settlements, or other arrangements to recover outstanding debts.

Michael is a US Citizen who lives in Farmers Branch, Texas. He has effective communication and negotiation skills and excellent problem-solving and analytical abilities. Michael has a strong background in Skip Tracing, collections, and customer service.

Technical Skills

Systems: Windows 7/8/10

Application/Tools: Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Skip Tracing Others: Collections, Customers Service, Negotiations Professional Accomplishments

Flagship Financial September 2023 to July 2024

Flagship Financial Services LSR II

Respond to inquiries from clients via phone, email, or in-person meetings. Provide professional financial advice tailored to individual customer needs. Conduct regular account reviews for clients to assess financial needs, ensuring products align with long-term financial goals.

Reviews fraud trends and complete common point of purchase analysis; makes recommendations to management for new or updates to existing rules, models, and profiles

Identify potential sales opportunities for financial products such as loans, investment options, insurance policies, and retirement account. Engage clients in conversations that lead to cross-selling additional products that complement their financial portfolio. MICHAEL W KEY

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Oversee various financial transactions including account openings, deposits, withdrawals, and loan payments. Assist clients with loan applications, providing guidance on required documentation and eligibility.

Address and resolve customer complaints or concerns related to their accounts, transactions, or product services in a timely manner. Escalate complex issues or complaints to higher management when necessary, ensuring that the client is aware of the process and expected outcomes.

Ensure that all activities comply with state and federal financial regulations, as well as internal company policies. Maintain up-to-date client records and documents related to account transactions, service agreements, and product sales.

Attend training sessions to stay current on industry trends, regulatory changes, and new financial products or services offered by Flagship Financial Services. Offer guidance to junior staff or new employees when necessary, sharing knowledge and best practices.

Prepare and submit daily sales, service, and transaction reports to supervisors or management. Contact clients to follow up on previously discussed financial solutions, ensuring that leads are nurtured into confirmed sales or service actions.

Participate in daily or weekly team meetings to discuss client feedback, sales targets, and product updates.

Bridgecrest January 2023 to September 2023

Loan Advisor

Provided excellent customer service to 150-200 inbound/outbound client calls assisting with questions and issues resolution.

Educated clients on their financial investments and negotiated best business practices regarding interest rates and APR terms.

Provided information and guidance to borrowers seeking loan modifications or refinancing options to improve their ability to repay.

Negotiated settlements or alternative payment arrangements for borrowers who are unable to repay the full amount of their loans.

Managed escalated cases and work closely with senior management, legal, or compliance departments when faced with challenging or high-risk borrower situations.

Report confirmed fraud updates from internal applications submitted from customer care

Collaborated with debtors to understand their financial situations and negotiate payment arrangements that are feasible for both the debtor and the creditor.

Explained the outstanding balance, late fees, and any applicable interest to debtors, ensuring they are aware of the total amount owed.

Greenpoint Credit Corporation August 2007 to December 2022 Collection Manager

Managed collection call center, 29 to 120 past due mobile home accounts, Skip Tracing, repossessions, and worked close with the legal team, RTC letters, charge offs, and made escalation calls to bring resolution, loan modifications.

Conducted training sessions and workshops to keep the Skip Tracing team up to date with the latest techniques, tools, and industry best practices.

Engaged in negotiations with debtors to establish payment plans, settlements, or other arrangements to recover outstanding debts while also minimizing losses.

Conducted advanced Skip Tracing and investigative techniques to locate debtors who have provided limited or inaccurate contact information.

Managed debtor inquiries professionally and respectfully, addressing concerns and providing information about their debts and available resolution options.

Conducted interactions with debtors professionally and respectfully, maintaining a positive customer experience even in challenging situations.

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Scheduled follow-up communications with debtors to monitor progress on payment arrangements and update debtor information as needed.

Kept track of debtor information, payment arrangements, and any changes in contact details in the collection system

Drive Financial Services March 2003 to July 2007

Branch Manager

Developed, supported, and managed a sales team of 25 employees.

Serviced and managed over $2 billion in auto loans as a Branch Manager

Managed a portfolio of high-value and/or delinquent accounts, which may include accounts with long overdue payments or difficult debtors.

Conducted Skip Tracing to locate updated contact details.

Measured the effectiveness of Skip Tracing efforts, reported on successful location rates, and provide feedback to management for process improvement.

Followed up on requested payments and fostered positive customer relationships to gain repeated sales.

Ensured all customer orders and invoices were accurately prepared.

Resolved escalated calls, Skip Tracing techniques, payroll, scheduling, set up dialer campaigns, auction sales authorization modification.

United Auto Credit Corporation February 1999 to March 2003 Assistant Branch Manager

Supported UACC, Corporation in recovery vehicles while simultaneously assisting customers who became past due 120 days and resolved delinquent accounts by modifying their auto loans due to defaults on their loan agreements to bring accounts up to date.

Developed and implement Skip Tracing strategies and techniques to optimize the process of locating debtors with inaccurate or outdated contact information.

Allocated resources efficiently to the Skip Tracing team, ensuring that sufficient personnel and tools are available to manage the workload effectively.

Oversaw a team of Skip Tracing specialists, providing guidance, support, and training to ensure their effectiveness in locating debtors.

Ensured all transactions were managed properly through the computer operating system; such as “Skip Tracing.”

Discussed payment arrangements with customers to pay current and gathered new contact information of customers and vehicle locations.

Utilized Skip Tracing techniques, assign repossessions, Auction sales, and marketing sales to neighboring dealerships.

Education/Certifications

Bachelor of Arts: Mass Communications, Southern Utah University Associate of Arts: Language Arts, Laney College Oakland

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