Receiving inbound calls from consumers where their vehicles have been repossessed.Conduct outbound calls to consumers where there auto loans are past due.Receive inbound calls from consumers where ghers auto loans are past due.

* Train new and seasoned agents on Task Team departments functions. * Supervised 8 Team members on Purchase Orders/Tax-Exempts/Reinstatements/Failed validations/3rdPartyCollectionsReporting/Bankruptcy/Refunds/EmergencyWaterAgreements/ Frauds/Incoming and outgoing mail to include FedEx shipping/Acquisition check coding/Office supply ordering via Staples. * Payroll: daily time punches, time-off request via ADP. * Tracking agent daily completions ensuring SLA’s (Service Level… Show more * Train new and seasoned agents on Task Team departments functions. * Supervised 8 Team members on Purchase Orders/Tax-Exempts/Reinstatements/Failed validations/3rdPartyCollectionsReporting/Bankruptcy/Refunds/EmergencyWaterAgreements/ Frauds/Incoming and outgoing mail to include FedEx shipping/Acquisition check coding/Office supply ordering via Staples. * Payroll: daily time punches, time-off request via ADP. * Tracking agent daily completions ensuring SLA’s (Service Level Agreement) are being met and accurate. * Monthly reporting to department Manager to include received vs completions totals in graph formats. * Weekly Refund reporting via Excel spreadsheet. * Death Certificates: adjustments/closing accounts. * Unclaimed property request. * Agent monthly performance reviews. * Cross-trained agents for back-up support when needed due to staffing or influx of request. * Joined meetings and conference calls when requested. * Assigned daily workload to agents. * Liaison between IT & Task Team department. * Compiled customer information for mailing campaign. * Tax Audits * Responsible for working through 5 separate email boxes. * Vendor PO’s. Show less

* Worked with leadership teams to identify training needs. * Performed process reviews for Customer Finance functions with SME (Subject Matter Experts) in areas of Cash Applications: Mellon Bank/ Special Billing/Collections: Consumer; Commercial; Key & National Accounts/Purchase Orders/Tax-exempt/Reinstatements: failed validations; 3rd Party Collections Reporting/Bankruptcy/Refunds. * Created job aids for current and new processes/systems (Oracle/Five9/Getpaid/CFLi) for training… Show more * Worked with leadership teams to identify training needs. * Performed process reviews for Customer Finance functions with SME (Subject Matter Experts) in areas of Cash Applications: Mellon Bank/ Special Billing/Collections: Consumer; Commercial; Key & National Accounts/Purchase Orders/Tax-exempt/Reinstatements: failed validations; 3rd Party Collections Reporting/Bankruptcy/Refunds. * Created job aids for current and new processes/systems (Oracle/Five9/Getpaid/CFLi) for training purposes (classroom & 1on1). * Scheduled and held training for Customer Finance Teams. * Created subject matter testing via Mindflash. * Held follow-up Q&A meetings after 20 days with each agent to ensure complete understanding on past training topics. * New hire training: Oracle/Five9/Excel/Getpaid/CFLi/products and services Show less

* Perform distributor portfolio management tasks such as: aging review of 60-day balances, on account/unapplied reporting to collections teams, and conducting Five9 agent uploads for daily outbound calling campaigns. * Review performance of the team members to achieve and maintain on target performance by setting objectives to support performance metrics. * Communicate with consumers by telephone and written correspondence to attempt to bring resolution to unpaid accounts and escalated… Show more * Perform distributor portfolio management tasks such as: aging review of 60-day balances, on account/unapplied reporting to collections teams, and conducting Five9 agent uploads for daily outbound calling campaigns. * Review performance of the team members to achieve and maintain on target performance by setting objectives to support performance metrics. * Communicate with consumers by telephone and written correspondence to attempt to bring resolution to unpaid accounts and escalated issues with advanced level of expertise. * Respond to incoming customer account escalations/complaints and undertake ongoing review of dispute management, cash collection performance, debt aging, and plan improvements to meet set targets. * Train new and seasonal agents for the KEY Team and coach 6 collections team members in all call techniques, quality, and program information in order to improve production and results. * Ensure training requirements and development objectives for Key Accounts Collection Agents are identified and delivered through appropriate means Show less

* Performed daily financial transactions which included classifying, computing, posting, verifying, and recording accounts receivable data. * Completed updates and address changes from 2 systems daily via MS Excel and forwarded to agents for completion. * Prepared and processed work in progress and billings, which ensured that all client invoices were billed accurately, consistently within client requirements and on a timely basis. * Managed several email boxes throughout the work… Show more * Performed daily financial transactions which included classifying, computing, posting, verifying, and recording accounts receivable data. * Completed updates and address changes from 2 systems daily via MS Excel and forwarded to agents for completion. * Prepared and processed work in progress and billings, which ensured that all client invoices were billed accurately, consistently within client requirements and on a timely basis. * Managed several email boxes throughout the work day regarding PO/Tax Exempt/General Collections/OCA inquire and/or solutions. * Reviewed weekly refund information, conducted ESC and late fee removals, and reviewed and approved bankruptcy adjustments. * Researched and resolved billing and accounts payable issues with external and internal clients and served as the liaison for the escalation Process with accounts 90 days past due. * Acted as the backup for Refund/OCA agents, recorded department stats daily and conducted monthly scorecard review for 15 agents. * Supervised 6 Task Agents, 9 OBC Agents, and directed BSS Time keeper duties by reviewing and approving all requested time off. * Collaborated with the IT department for acquisition purposes and supported address updates, balance placement and any other issues during conversion. Show less

* Conducted outbound calling on commercial and residential customers with 90-day balances. * Provided customer service regarding collection issues, processed customer refunds, processed and reviewed account adjustments, and resolved discrepancies. * Monitored and maintained assigned accounts and conducted customer calls, account adjustments, small balance write offs, customer reconciliations and processed credit memos. * Located and monitored overdue accounts, using computers and a… Show more * Conducted outbound calling on commercial and residential customers with 90-day balances. * Provided customer service regarding collection issues, processed customer refunds, processed and reviewed account adjustments, and resolved discrepancies. * Monitored and maintained assigned accounts and conducted customer calls, account adjustments, small balance write offs, customer reconciliations and processed credit memos. * Located and monitored overdue accounts, using computers and a variety of automated systems and recorded information about financial status of customers and collection efforts. * Worked with internal customers and resolved customer issues before payment was rendered. Show less