Supervised and mentored a team of 13 members, implementing monthly strategies to maintain delinquency rates below 18% and individual conversion rates above 35%, fostering a high-performance culture.Developed and enforced standardized collection procedures, setting biweekly performance targets to optimize team productivity and efficiency.Managed the distribution of delinquent accounts among team members, strategically allocating resources to maximize collection efforts and meet organizational objectives.Oversaw team scheduling and managed time-off requests, ensuring adequate coverage and minimizing disruptions to workflow.Utilized reporting tools such as Tableau to conduct internal audits and evaluate employee performance, identifying areas for improvement and implementing targeted coaching and training initiatives.Addressed customer issues and complaints promptly and professionally, prioritizing customer satisfaction while adhering to company policies and regulatory guidelines.Ensured compliance with fair debt practices and regulations, staying abreast of industry developments and implementing best practices across the team.Organized and facilitated comprehensive training sessions for team members, equipping them with the skills and knowledge necessary to excel in their roles and enhance collection effectiveness.Reviewed approximately 50 proposals monthly for accounts at risk of default, collaborating with stakeholders to develop solutions that provided customers with more affordable unit options, thereby reducing delinquency rates and mitigating financial risk.

Contacted the owners to recover outstanding balances for mortgage and maintenance and set plans for repayment.Conducted skip traces for accounts to acquire new contact information to increase possibilities for contact.Assisted owners with deferments to bring their accounts current and reduce delinquency roll rates.Resolved challenging situations professionally and calmly with upset owners.Wrote proposals that provided owners with more affordable units to prevent further risk of default and negative credit reporting.Sustained a high volume of calls, kept a high conversion rate for every contact made, and exceeded goals.Trained new team members on collection strategies, scripts, company policies, and regulations.