Bobby K. Email & Phone Number

Sandy, Ut, Us

United States

Salt Lake City, Utah, United States

Salt Lake City, Utah

• Led and managed the Collections Team, Cash Applications Team & Wire Department. • Oversaw compliance with company standards and department procedures within the Quality Control of the Origination Department to ensure reduction in error and loss.

Utah

Work included for Cox Automotive:• Responsible for incremental growth in the assigned targeted area and partnering with the field sales team to achieve goals. • Educate customers on the Manheim Express Marketplace and actively sought opportunities to grow the relationship by consistently giving outstanding service and product options for their business needs. • Deliver a personalized positive experience to ensure customer satisfaction was met and exceeded.

Sandy, Utah

• Instrumental in the successful creation and development of departments within Loan Servicing: Collections, Customer Service, Insurance, Repossession, Inventory, Bankruptcy, Titles and Recovery, including drafting and implementing all policies and procedures within the Loan Servicing Department.• Recruited, trained and developed high-performing employees throughout all Loan Servicing Departments; delivering efficiency, quality and class-leading customer experience. • Served as the point of expertise/escalation for customer complaints; interrogating issues and de-escalating situations using discretion, tact and diplomacy to deliver mutually beneficial outcomes and enhanced brand perception.• Collaborated with the Defi Servicing program to assist with the workflow of all departments and ensure easily navigable software.

• Full responsibility and accountability for the effective management of the recovery portfolio• Significantly enhanced software to allow for ease of navigation and add key information to facilitate work and processes • Successfully recovered over $300,000 in just two years

Secured multiple merit-based promotions during an 11-year tenure: Account Manager (collected on portfolio for sub-prime loans, whilst consistently ranking #1), Field Agent (robust payment negotiation, door-knocking and repossessing the vehicles of customers in default status), Pre-Legal Department on pre-recovery, and Manager (responsible for the effective supervision, training and development of a team of 7 employees)• Managed and effectively resolved a variety of complex customer issues; providing a tailored service to ensure mutually agreeable resolutions• Liaised directly with customers to calculate payment arrangements with customers• Due to breadth of knowledge and expertise within each department, tasked with supporting a sister company to reduce delinquency through troubleshooting long-standing issues • Reduced delinquency from 38% to 7% over a period of just five months • Successfully delivered an ambitious, innovative program of rehabilitation within the insurance department• Provision of expert oversight to funding loans• Once the department had been stabilized, moved to the Recovery Department, assuming a complex suite of responsibilities, including managing skip tracing, locating assets to file for affidavit and garnishment