Jessica Sharp Email & Phone Number

Texas, United States

• Documented and reviewed active consumer and customer financial data to validate and verify for accuracy using Equifax. • Met or exceeded quality metrics each quarter, achieving over 90% record accuracy.• Initiated phone calls to customers to clarify data inconsistencies or inaccuracies. Documented findings in Salesforce.• Reviewed practices to ensure compliance with federal regulations and internal policies. • Cross-trained and maintained a comprehensive knowledge of departments that interacted with or served dealer clients.• Supported cross-functional process improvement efforts.

• Made outbound collection calls after the end of lease term final bill was sent, in order to review lease and charges with customer and assist with resolving any balance owed. • Made outbound calls to customers past maturity date, references, etc., to locate for return to the dealership.• Handled inbound, outbound, and servicing efforts for accounts that were 60 to 90 days past due.• Reviewed vehicle contracts with customers and educated on contractual payments.• Supported dealership questions relating to lease contracts, payoffs, and lease buyouts. Educated both customer and dealerships on end of lease process.• Provided superior customer service when speaking with the lessor to establish intentions at end of term and answer questions before returning the vehicle.• Discussed inspection results with customer, and reviewed assessments to confirm if charges were valid.• Audited account balances confirming correct billing to the customer.• Resolved customer disputes regarding inspection charges and end of lease amount owed.

• Maintained multiple accounts with exceptional customer service in a high-performance environment. Excellent team player and multi-tasking skills.• Assisted customers with tools to result in financial success.• Independently evaluated and renegotiated payment options with consumers. Collected in accordance with all state and federal laws, inclusive of Fair Debt Collection Practices Act (FDCPA).• Handled skip trace and repossession activity on pre-charge-off accounts.• Made effective use of prime time calling periods. Excellent communication, negotiation, sales, and closing skills. • Effective organizational and time management skills.• Ensured all accounts in the calling queue were processed according to business strategy.• Independently evaluated each loan and determined the best course of action in resolving the customer’s problem permanently.• Independently negotiated with the customer on repayment schedules and other payment options.• Managed assigned list, working toward achieving monthly standards and expectations for potential losses, delinquency, charge-offs, repossessions, and clearing ratios.• Successfully analyzed all collection tools provided by management including, but not limited to, extensions, hardship modifications, reinstatements, and repair claims to make the best business decision for Santander Consumer USA Inc. and the customer.• Adhered to all company policies and procedures.

• Excellent team leader with the ability to prioritize multiple task.• Coached and trained employees on company’s policies and procedures.• Resolved customers’ concerns through discussion, along with introducing effective products and services.