Collector III (9/2007 — 9/2008) • Aided non-prime borrowers in bringing loan payments current utilizing a variety
of related programs, providing customized solutions based upon individual financial needs • Assisted team manager with maintaining and distributing
month - end numbers to peers, providing relevant information to help staff achieve all individual as well as team monthly goals • Created and facilitated various training classes to assist peers with
negotiation skills, reducing the past -
due loan balances outstanding while improving departmental bottom - line • Coached prime and HAD agents on
negotiation skills as well as objection handling and time management
• Advise staff
of any changes in policy and procedures, allocate resources, plan work schedule and assign work • Train current and new staff members, conduct performance reviews and make recommendations regarding corrective actions and dismissals • Proactively assist departmental manager with scheduling for entire department for various training courses to ensure service level is met • Create and distribute various reports to staff and peers Collector III (September 2007 to present) • Assisted non prime borrowers in bringing their loan current using one
of the variety
of programs offered customized for individual financial needs • Assisted team manager with maintaining and distributing
month end numbers to peers needed for individuals to achieve individual as well as team monthly goal • Proactively created and facilitated various training classes to assist peers with
negotiation skills, creating a sense
of urgency as well as curing past
due mortgage loans • Peer coached Prime and HAD agents on
negotiation skills, overcoming objections and handle time Financial Service Advisor / Relief Team Manager (March 2006 to September 2007) • Proactively contacted Card members that were deemed likely to attrite, educated them on their current terms and offered competitive balance transfer rates based on their individual credit history • Assisted with new hire training and development • Created reports assisting peers with agent availability which increased team results by 20 % • Provided feedback to marginally performing associates to improve both individual and department performance in percentage
of contacts to attempts, phone availability and sales rate