- Trains and mentors new employees on collection methods, documentation requirements with a patient-first approach- Significantly lowered dropped calls and increased revenue by implementingpolicies and procedures to increase productivity, reduce inactivity, and furtherdrive revenue- Tasked with managing 3rd party collection portfolios to maximize ROI

- Developed and managed a team of 20+ customer service agents whoprovided customer and administrative debt settlement support to multipleentities and law firms across the nation along with 5+ agents for our loan fundingteam- Developed policies and procedures to deliver exceptional client experienceincluding lowering overall client wait times, decreased cancellations, thusresulting in increases to revenue- Handled complaints, provided appropriate solutions and alternatives withinappropriate timeframes and followed up to achieve resolution and clientsatisfaction

- Contact originating creditors, collection agencies, and out of state attorneyoffices in order to negotiate on client's behalf for a reduced settlement ondelinquent and/or charged off debt- Calculated acceptable percentages for settlement according to guidelines setforth by the department- Reviewed client banking accounts to determine funds necessary to completesettlement and payment of account's payable- Gathering and submitting required documentation for approval and payment of accounts, including, but not limited to transmittal and receipt of various e-faxes to and from enrolled clients, creditors, collection agencies, and attorney offices

- Oversaw day to day operations for 5 departments including client services, loanorigination/underwriting, accounting, retention, and general client services- Tracked and updated daily report of teams and individual employee progressto ensure accuracy of services- Lowered NSF ratio by 25% (non-sufficient funds), as well as lowered cancellationratio by 14%

- Oversaw day to day operations for 5 departments including client services, loan origination/underwriting, accounting, retention, and general client services- Tracked and updated daily report of teams and individual employee progress to ensure accuracy of services- Lowered NSF ratio by 25% (non-sufficient funds), as well as lowered cancellation ratio by 14%