Credit/Collections Professional
Resume:
JONNI H. GUELDE
McDonough, Ga. 30252
Email: *******@*******.***
SUMMARY
Experienced professional in Direct and Indirect Consumer Lending, Consumer and Commercial Collections with a great emphasis on Customer Service. Conscientious, resourceful, flexible and a fast learner; enjoy being a team player. Proven background in Finance, development, policy writing and training of personnel. Excellent in communicating, listening, problem solving and utilizing all available resources to enhance Customer Satisfaction, while exceeding Quality and Production goals.
EMPLOYMENT HISTORY
E-Loan, Pleasanton, California-Company (Ceased Auto Finance Operations 01/2008) 06/02 – 01/08
Auto Credit and Project Manager
Responsible for the Auto Credit Operations, Staff Management, Training, System and Policy development in a Direct Lending, high production Internet environment.
• Decision marginal credit applications referred from analysts based on the Company’s Policy, Procedures and Compliance.
• Negotiate credit decisions with E-Loan's multiple lenders/partners.
• Interacted closely with Sales, Service and Marketing associates to ensure the customer is receiving superior service and the best product available.
• Audited Loan performance with our Servicing Company. I was the point of contact for E-Loan Credit and assisted the servicer in identifying Fraud accounts, Skip Tracing, Repossession and Legal action if required.
• Responsible for Credit Analyst Quality Reviews to ensure effective decisions and proper development.
• Integral part of the in house “Underwriting Engine Project,” where I contributed the “Underwriter” requirements to enhance the number of accurate System Decisions and to ensure our goal of a “15 minute” response to our customers. Worked closely with Engineers to test and ensure the ongoing integrity of the system.
• Traveled to India to where I provided Credit training to Wipro (outsourced) Underwriters.
Bombardier Capital Inc., Jacksonville, Florida-Company (Ceased Finance Operations 11/2001) 02/00 – 11/01
Senior Underwriter
Reviewed personal and employment information submitted on consumer loan applications.
• Analyze credit and financial information to determine credit worthiness of the applicant in a timely manner.
• Cultivated a positive relationship with dealers while communicating credit decisions.
• Facilitated the Capital Cash Employee Recognition Program.
Resolution Specialist
6-month temporary assignment in addition to other duties.
• Undertook 6 months of collection work handling accounts at all stages of delinquency via inbound, outbound and automated dialer.
• Handled NSF checks, 1st payment defaults, early level skip tracing, extension defaults, repossession referrals and fraud accounts.
• Completed Collection Call Skills and Fair Debt Collection Practices Act (FDCPA)
• Apex Supply Company, Atlanta, Georgia 1997 – 2000
Credit Operations Administrator
Responsible for order releases, new account approvals, collections and resolution of customer disputes for 4 separate branch locations.
• Revised month end goal, bad debt recovery, variance, and attorney status reports for upper management.
• Served as primary customer/sales contact for credit issues during conversion of acquired accounts.
• Implemented and monitored the credit card/check authorization program for 25 Branch locations.
• Designed the Credit Operations Manual for distribution to all Branch/Sales Managers and new trainees.
McKesson Drug Company, Atlanta, Georgia 1996 – 1997
Financial Services Representative
Responsible for Credit, Collections and Maintenance of accounts for 3 Distribution Centers in the Southeast Region.
• Determined a customer’s credit worthiness utilizing previous history, financial information & Dun & Bradstreet reports.
• Reconciled accounts and resolved customer disputes.
• Negotiated payment on accounts at all stages of delinquency.
American Express, Greensboro, North Carolina/Jacksonville, Florida 1991 – 1996
Team Coach/Credit Analyst
Supervised and trained conversion and new hire employees.
• Oriented associates on job expectations, company policies and compliance regulations.
• Provided direction, motivation and support to establish productive working relationships.
• Conducted regular sessions with associates concerning their progress and performance.
• Developed, designed and presented training materials to approximately 800 Credit Associates.
• Initiated team incentives to increase motivation and production.
• Negotiated payment on delinquent accounts in an inbound, outbound and automated calling environment, while obtaining consistently high quality scores, exceeding Customer expectations and meeting production goals.
• Participated in formal Team Training and Development which included giving and receiving feedback, effective communication and resolving conflict.
Ranger Transportation, Jacksonville, Florida 1988 – 1991
Collection Specialist
Performed collection and maintenance of accounts, which included evaluating Dun and Bradstreet information for the extension of credit, resolved rate and tariff disputes and investigated claims.
• Provided orientation and training to new employees in the department.
• Successfully completed various administrative duties, which led to my promotion to a position of Administrative Assistant in the Credit/Collection Department.
Education
High School Graduate 1978 – Lake Weir High School, Ocala, Florida
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