Loan Servicing & Collections Operations Specialist
Resume:
Hello
Dannesha Jacobs-Thomas
Fort Worth
*************@*****.***
Skills
Results-driven Client Service and Financial Operations Specialist with over five years of experience in collections, loan servicing, payment processing, dealer account management, and asset recovery. Demonstrated success in managing delinquent accounts, processing ACH, wire, EFT, and check payments, reconciling financial transactions, and ensuring regulatory compliance. Experienced working with automotive finance loans, dealer services, repossessions, military deployment accounts, deceased customer accounts, and insurance claims. Recognized for exceptional customer service, strong analytical skills, and the ability to build lasting client relationships while improving operational efficiency.
CORE QUALIFICATIONS
● Collections & Account Recovery
● Dealer Account Management
● Loan Servicing
● Payment Processing (ACH, Wire, EFT, Checks)
● Payment Posting & Reconciliation
● Wholesale Lending
● Asset Recovery & Skip Tracing
● MSO & Title Processing
● Financial Operations
● Customer Relationship Management
● Compliance & Documentation
● Cross-Functional Collaboration
● Process Improvement
● Data Analysis & Reporting
TECHNICAL SKILLS
Financial & Loan Servicing Systems
● Dealertrack
● RouteOne
2
● CapLoan
● FIS
● Nortridge
● Wholesale Lending Platforms
CRM Systems
● Salesforce
● Zoho CRM
● HubSpot
● Microsoft Dynamics
● ServiceNow
ERP & Business Systems
● SAP
● Oracle NetSuite
● QuickBooks
● ABB ERP
Payment & Financial Tools
● ACH
● Wire Transfers
● EFT
● Check Processing
● Quick Collect
● PayNearMe
● General Ledger Reconciliation
Microsoft Office & Reporting
● Microsoft Excel (Pivot Tables, VLOOKUP, Conditional Formatting, Data Validation)
● Microsoft Power BI
● Google Sheets
● Microsoft Office Suite
● Google Workspace
● SharePoint
● Adobe Acrobat Pro
● DocuSign
● OneDrive
Asset & Title Management
● NADA Online
3
● Kelley Blue Book
● State DMV Portals
● Manufacturer Statements of Origin (MSO)
Experience
January 2026 - PRESENT
Mercedes-Benz Financial . Forth Worth - Telematics
● Account Vendors management
● Ping cars location .
● Email Correspondence with vendors
March 2022 - February 2024
Service Solutions Irving, Texas - Client Service/ Collections
● Servicing Solutions
Client Service Specialist / Collections
March 2022 – February 2024
● Manage collections for delinquent automotive finance accounts through inbound and outbound communications.
● Negotiate payment arrangements, process account payoffs, and recover outstanding balances.
● Process and reconcile payments received through ACH, wire transfers, EFT, and checks with a high level of accuracy.
● Maintain dealer relationships by resolving payment discrepancies and responding to account inquiries.
● Review dealer contracts and ensure compliance with company policies and lending requirements.
● Conduct skip tracing and coordinate repossession activities while maintaining compliance with applicable regulations.
● Manage post-repossession accounts, including payment posting following vehicle sales.
● Collect, verify, and maintain loan documentation while following up on missing information.
● Track, review, and release Manufacturer Statements of Origin (MSOs) and ensure accurate title documentation.
● Prepare deposits and general ledger documentation for Cash Management.
● Document all customer interactions within CRM systems.
● Partner with finance, billing, operations, and technical teams to resolve client issues efficiently.
● Support quality assurance initiatives, performance metrics, and customer retention efforts.
4
Key Achievements
● Processed and reconciled dealer loan and wholesale payments with 100% accuracy.
● Improved recovery efforts through effective collections, payment negotiations, and asset recovery.
● Successfully managed complex customer situations involving military deployment, repossessions, deceased customers, and accident claims. February2021 - March 2022
ABB Irving, Texas - Customer Support Specialist
● Managed customer accounts, processed orders, and maintained order books using ERP systems.
● Responded to customer inquiries through phone, email, and chat.
● Prepared customer quotations, invoices, and pricing calculations.
● Coordinated with sales, supply chain, finance, and operations teams to resolve customer issues.
● Maintained detailed CRM documentation to support customer service continuity.
● Educated customers on products and services while identifying opportunities for additional sales.
● Provided technical troubleshooting and escalated complex issues when necessary.
● Delivered proactive communication regarding order status and shipment updates.
CVS Health
May2019 - December 2020
CVS, Monroe Louisiana - Customer Support Specialist
● Assisted customers through phone, email, and chat while delivering exceptional service.
● Supported prescription refill requests and resolved account-related issues.
● Processed payments and updated customer account information.
● Managed customer records using CRM systems.
● Educated customers on products and services while resolving complaints professionally.
● Collaborated with remote teams to improve service quality and customer satisfaction.
● Documented all customer interactions accurately to ensure timely follow-up. 5
KEY ACHIEVEMENTS
● Processed and reconciled high-volume dealer loan payments while maintaining 100% payment accuracy.
● Managed collections, payment negotiations, and post-repossession accounts, improving recovery performance.
● Conducted skip tracing and coordinated repossessions in compliance with lending regulations.
● Managed MSO tracking, title verification, and lien documentation for wholesale lending transactions.
● Collaborated across finance, accounting, and operations to resolve payment discrepancies and improve reconciliation processes.
● Leveraged Salesforce, SAP, Dealertrack, CapLoan, and other financial systems to streamline workflows and enhance operational efficiency. Education
August 2010 - May 2014
West Monroe High School - Diploma
May 2015
Louisiana Delta Community College - Monroe Campus
Relevant Coursework:
● Database Management
● Computer Applications
● Business Communication
Contact this candidate