Erin Ackerman Email & Phone Number

Malvern, Pennsylvania, United States

Tempe, Arizona, United States

Tempe, Az

• Develop and manage collections, Supervise/Manage a team consisting of collectors, bankruptcy specialists, repossession clerks and loss mitigation reps.• Developed collection policies and processes.• Implemented KPI for staff in call center• Responsible for $1 Billion portfolio• Developed and implemented all internal controls for department• Develop and manage monthly projections and create and deliver month end detailed reports to senior management and board of directors.• Responsible for budget and management of multiple expense GL’s for the collection department.• Created and updated collection system to create best user experience for staff.• Have focus on employee engagement and retention. • Hands on leader.

• Develop and manage collections, Supervise/Manage a team consisting of collectors, bankruptcy specialists and repossession clerks and loss mitigation reps.• Maintain the highest member service while dealing with collection issues.• Provide second voice for collectors.• Responsible for all ranges of delinquency, 5 days delinquent to post charge off.• Developed collection policies and processes and check its implementation.• Encourage and train the subordinates, appraise and evaluate Team member's performance and offering counseling.• Responsible for daily Predictive Dialer strategy and assign daily workload assignments.• Reviewed and evaluated member’s financial information to qualify for loan modification.• Developed and maintain collection system, Akcelerant.

• Supervise and manage 3 teams:o San Diego (9 direct reports)o Florida (9 direct reports)o India, call center (20 direct reports).• Manage daily activities of collection team for delinquent accounts by ensuring effective control and maximum productivity within compliance of all company policies and procedures and regulatory requirements.• Prepare monthly target statistics and prepare Team reports for Senior Management.• Formulate collection policies and procedures and monitor implementation of the same.• Motivate and train subordinates; Evaluate and appraise performance of Team members and provide counseling.• Evaluate and appraise performance of Team members and provide counseling• Partnered with staff to monitor collection progress and achieve company goals.• Monitored, negotiated and secured contracts with collection agencies for external• Placement and asset recovery companies for asset location and retrieval. • Monitor collection activities and workflow to ensure goals of the department are accomplished.• Establish and implement the daily strategy for the dialer.• ensure past due loans are worked to conclusion, ensure staff provides timely, friendly, and effective customer service, provide technical assistance to employees as needed and resolves problems and customer complaints through research and reconstruction of accounts.• Rewarded and disciplined employees, and conducted performance appraisal evaluations. Gather data and prepare various reports to summarize department goals and production levels to management to ensure department goals and expectations are met.Selected Accomplishments:• Created easy to use coaching and development materials which was disseminated department wide for training.• Engineered process to prevent potential duplicate payments saved company over $50k on a monthly basis in reimbursement fees.