Oversea 6 Claims Generalist Associates. Coaching & Mentoring. Manage claim assignments, coverage analysis, establishment of and adherence to action plans in claim files, reserve accuracy, effective negotiation and appropriate resolution.

Oversee loss prevention on merchant cash advances, business advances and lines of credit. $40 million book of business (0-119 DPD) and work with a staff of 9 risk mitigators, 1 supervisor and 2 team leads.Escalate $75K or greater advances to Legal status due to failure of maintaining payment obligations.File UCC Demands on merchants who have failed to maintain payment obligations.Assist upper management with any designated projects.Process payment extensions, rewrite contracts to provide relief to merchants based on financial hardship.Proficient in Salesforce console.

Oversee 85 agents including 4 supervisors & 3 team leads in our call center located in New Castle DE.Collaborate with workforce management to ensure proper staffing for patient & client call coverage.Hold regular calibration sessions to ensure consistency in QA across all lines of management.Launched April team contest to reduce ACW, increase production & improve employee morale with first 30 days of employment.Using LEAN & Agile principles as an approach to understand where to reduce waste to increase overall efficiency in administrative tasks along with getting feedback to our agents more timely.Reviewing HIPPA Violations & Compliance infractions to mitigate risk.Review corrective action documents & performance plans to ensure consistency across all client teams.Implementing predictive dialing campaigns to better handle call volumes.Review escalated client complaints.Implementation of a Colleague Recognition Program - In Brainstorming Phase. Created career progression document for our patient account representatives (pending approval).Report directly into the VP of Operations.Accomplishments:April 2016 - Implemented floor wide contest which yielded 2nd highest billing collections in HBCS company history.August 2016 - Exceeded April 2016 collections goal making August 2016 the 2nd highest collections month in HBCS history.Created and implemented a 6 week new hire/supervisor integration strategy to ease the onboarding process of a new patient account representative joining their new team.

Oversee and manage 18 account managers in Collections. Been a part of managing each stage of delinquency from Front Line Skip to Pre-Chargeoff.• 2013 Vision Team Captain – Responsible for overseeing the following projects/presentations: Fraud Progression, Collections Facilitator & UDAAP call model.• LiMMe Committee member (Lives Made Much Easier) – Our group reviews submissions made by the collections staff. Submissions include how to improve the customer experience, streamline current processes & reduce complaints. • Provide daily feedback through listening sessions, role-plays and side-by-sides. Administer corrective action when deemed rendered. Developed & track contests to enhance performance/boost morale throughout the month.• Managed the Skip Unit from March 2012 – August 2012. Formed when Tritium (vendor) closed.• Made Wall of Fame/Hall of Fame in June & July 2012 for highest Team KPI & Quality.

Review & monitor accounts through live listening sessions to ensure no compliance violations were made by the account representatives. Create & Distribute the Close the Loop Reports. (Monthly & YTD). The report monitors the banks Service Levels. Handle consumer complaints using tools such as Verrint to monitor calls.

• Handle inbound and outbound calls, solve and/or educate customers on specific account information, concerns and inquiries to make payment arrangements on their credit card account.Respond to telephone inquires from customers requesting information on changes made to their accounts including cash calls, systematic and judgmental credit line decreases, and closures.

Monitor calls for phone representatives in our Credit & Risk Ops department. Provide direct feedback to the representatives on how to improve their empathy, information provided, etc. to the customers.

Review trends in overall customer performance and make decisions to decrease outstanding lines of credit or close accounts based on risk level of customer.

Approve applications by using judgmental decisioning tools for our credit acquisition team.

Full financial analysis on prospective clients who were looking to refinance their homes. Request loan documents such as bank statements, tax returns, credit reports and appraisal of home to complete the loan.