Responsible for responding to BBB complaints, investigating fraud cases, and resolving customer disputes.

Managed, supported and trained the Customer Service team. Created and implemented procedures regarding new partnerships with retailers in the home improvement financial services industry.

Managed the collections team and provided secondary support for Customer Service. Implemented process updates and associated training. Assisted with Compliance and IT audits. Managed department projects to accomplish company initiatives. Generated daily reporting relating to department KPI's.

Managed Portfolio leads and supported staff with reaching department collection goals. Trained staff and handled escalated manager calls.

Specialized in collections and customer service. Negotiated settlements, resolved complaints, assisted customers with hardship deferments and payment plan options.

Chargeback prevention for online orders. Monitored for credit card fraud by following verification procedures. Utilized various systems and processes to confirm orders were legitimate.