Claire Carter Email & Phone Number

Plano, Tx, Us

Plano, Tx, Us

Dallas, Texas, United States

Dallas/Fort Worth Area

Plano, Tx

Unit Manager- Pre Repossession, 2016-CurrentManaged inbound/outbound call center with a team of 12, the team services over 3500+ inbound calls and makes25,000+ outbound on a monthly basis, these efforts result in over 300+ customers kept in their car. Empowered and influenced team on best call flow model, queue management and living values of “do the rightthing for the customer” this has resulted to overall team ranking from seventh place to second overall in 3 months. Leads the Morale Committee and sets the tone for the environment for all of repossession 100+ associates

Plano Tx

Responsible for managing a portfolio of 22 vendors who obtain more than 13,000 repossessions a year with an annualspend of 5.4 million. Manage performance, compliance and deliver disciplinary action plans when required. Highlyfocused on improving the relationships between Capital One and the vendor network. Managed largest spend vendor in 2013, maintained four portfolios with an annual spend of 6.5 Million Championed 2014 Fee governance initiative, reduced overall out of contract fee approvals from 4.5% to 1.78% Lead 2015 department wide initiative to develop and implement real time performance and market comparisons Collaborated with Legal and TPM in the execution of the 2013 and 2015 contracts for the network of 100 vendors Implemented weekly 10/10 performance reviews which yielded a 3% increases in repossessions Increased performance by 3% from 2013 to 2014 which generated 10.8 million in increased proceeds Semiannual 2015 vendor survey results show 97% satisfaction with over all relationship Collaborated with management on vendor risk, which lead to the off board of high risk companies in my region Performed site inspection and participated in the decision making and onboarding of three new vendors Partnered with internal events team to organize 2015Annual Vendor Roundtable for over 170 business partners Influenced vendors participation in 2015 Capital One Golf Classic which raised $360K for the Boys & Girls Club Trained and mentored new liaisons to provide them with the skills they need to be successful in the liaison role

Plano, Tx

Effectively negotiated loan modifications with delinquent customers in order to avoid repossession and mitigatepotential loss. Listened to gain an understanding of the customer situation to determine if this program was the rightfit for them. Managed a work list of 50+ customers Educated customers on the effects and stipulations of the Hardship Modification Processed required good faith payments, collected and interpreted proof of income, submitted modifications forapproval or denial Adhered to Hardship policies and procedures regulated by OCC guidelines. Member of Circles team which completed 20+ circles projects in 2013. Consistently on the top of department rankings in performance, efficiency, and quality.CLAIRE DEETS2 Effectively learned all roles and responsibilities of the department front end, middle and the backend process Trained New Associates, cross trained 5 associates ultimately leading to a reduction overall errors.