Collection Representative

Regina Ferrell

***********************@*****.*** Plano, TX, US 972-***-****

WORK HISTORY

Collection Representative at Crescent Bank

February 2023 - January 2024(1 Year)

This role primarily involves interaction with the customer on the phone via inbound and outbound calls to manage auto loan accounts.

Inbound Outbound customer are contacted to collect on delinquent accounts and negotiate payment arrangements to help customers stay current with their loan obligation. I manage collection efforts with a high-level of persuasiveness and professionalism on accounts regarding different delinquencies.

I also handle customer complaints, repo fees, offer program assistance, and resolves problems. Loan Resolution Specialist at Selene Finance LP

January 2021 - December 2022 (2 Years)

Work in a blended call center environment with an emphasis on cash collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Reviewing escrow analysis with customer to explain why increase in payments. Opening cases to have forms sent to customers, such as reinstatement quotes, payoffs, loss mitigation packets, payment history

1098 tax forms, and ACH authorization forms. Provided detailed information to cash department to have them research lost payments and or apply payment correctly. Reviewing loss mitigation options with customer who needs program assistance (modification, repayment plan and forbearances) due to being in foreclosure or delinquent on their account. Upon Receiving the loss mitigation packet from the customer, advising customers of missing documents. Collection Representative at Citimortgage

January 2007 - December 2019 (13 Years)

As a collection representative, handled delinquent accts 30 60 90 days. Contacted customers by making inbound outbound calls to try to resolve delinquency by bringing accounts current.

EDUCATION

The University of TN - Bachelors Degree

Graduated 1987-01-01

Psychology

SKILLS

Customer Service, 5 years