• Manage weekly, monthly, & quarterly success metrics based on inbound & outbound work performed by the individual & team of up to 15 associates and over 10 outside vendors.• Ensure resources are available to handle inbound & outbound calls while ensuring that service levels, queue management & workflow meet or exceed defined standards in delinquency, charge-off & quality assurance along with contract understanding and loan maintenance for consumer auto loans in default.• Lead the success of both the team & individual associates by creating a supportive, successfully performing environment in order for them to maintain company targets via collections and repossessions.• Communicate & train continuous quality improvement within the Regional Collections Center to ensure business & regulatory policies are followed.• Project weekly office progress to be sent to corporate on success metrics set for the month.• Ensure team members adhere to company policies & procedures & administer proper encouragement, rewards, or corrective actions. • Handle onboarding of new hires including interviews & trainings along with terminations & resignations of departing team members.• Review and process office expenses. • Handle consumer billing & loan issues by providing clarification, understanding, and process corrections if needed• Assist customers with insurance, GAP, and warranty claims• Train Operations and Credit Department to identify potential fraud & obtain key information during origination.• Ensure Auto Dealers are being ethical to customers and Wells Fargo.• Review repeat customers profiles to determine eligibility of a new auto loan• Obtain and manage outsourced vendors for auto recovery

• Perform inbound & outbound calls to effectively persuade creditors to accept partial payment plans or payment arrangements.• Establish excellent rapport with creditors to establish relationships beneficial to the company’s success in long term negotiation partnerships.• Manage work queues with little or no Supervisor guidance.• Provide thorough account updates on each call made which includes locations, balances, statuses, payment arrangements, & settlement offers on delinquent accounts.• Maintain documents related to the alleged owed debts including collection letters, payments arrangements, & settlements. • Review and understand legal correspondence and address accordingly • Build rapport with creditors to settle debts acceptable for the client, company, and creditor

• Analysis & determine when to settle delinquent accounts.• Perform inbound & outbound calls to effectively persuade creditors to accept partial payment plans or payment arrangements.• Provide thorough account updates on each call made which includes locations, balances, statuses, payment arrangements, & settlement offers on delinquent accounts.• Research & maintain creditor & debtor information.• Maintain documents related to the alleged owed debts including collection letters, payments arrangements, & settlements. • Provide excellent customer service to existing clients & maintain retention.• Manage work queues with little or no Supervisor guidance.• Review and understand legal correspondence and address accordingly• Build rapport with creditors to settle debts acceptable for the client, company, and creditor

• Analyze client’s financial hardship & qualify them for an affordable Debt Settlement program or other debt elimination options.• Originate a manageable monthly budget for clients.• Analysis & determine when to settle delinquent accounts.• Perform inbound & outbound calls to effectively persuade them to accept partial payment plans or payment arrangements.• Research & maintain information on debts owed.• Provide excellent customer service to existing clients & maintain retention.• Manage work queues with little or no Supervisor guidance.• Review and understand legal correspondence and address accordingly• Train onboarding team members• Build rapport with creditors to settle debts acceptable for the client, company, and creditor

• Submit applications from borrowers interested in refinancing their current mortgages.• Calculate & qualify borrowers for affordable mortgages.

• Promote the sale of BellSouth/AT&T & Comcast residential products.• Train & motivate a team of up to 10 representatives.