Keith Eckrote Email & Phone Number

Bala-Cynwyd, Pennsylvania, United States

Bala-Cynwyd, Pennsylvania, United States

Responsible for supervising and developing Accounts Receivable representatives to ensure the timely collection of all receivables.Manage the work and the associated workflow for twelve Accounts Receivable Representatives within six regions of the United States.Perform initial interviews of prospective new employees and provide recommendations to higher managementPerform annual performance reviews for direct reporting personnelDevelop appropriate training techniques for and implement the training of reporting personnelMonitor attendance and performance of all reporting personnelComplete and deliver monthly productivity and quality departmental reportsPerform monthly quality audits for Accounts Receivable RepresentativesOversee the management of company “Aged Receivables”Motivate and develop reporting personnel in all aspects of their job responsibilitiesReview and approve premium refund requestsHandle escalated issues from representatives regarding delinquent accounts that require special assistance

Responsible for supervising, coaching and developing agents to attain and sustain exceptional results.Supervise a team of fourteen agents in the Resolution DepartmentResponsible for coaching agents on their professional developmentInterview and assess qualifications of candidates for hiring purposesAssist in the scheduling of all Resolution Department employeesDraft and deliver company wide updates regarding departmental initiativesManage and report on departmental agent quality and productivityAssure credit compliance in reference to the Fair Credit Reporting Act (FCRA)Maintain records of any alterations to customer credit reportsAssist in the development and maintenance of the departmental budgetDevelop and present training modules to new employeesInitiate and oversee a mentor program for all employees within the Resolution Department

Responsible for the investigation, resolution, and documentation of customer and governmental inquiries and complaints.Manage the Executive Referral complaint process and delegate referralsResponsible for six Legal Correspondence AnalystsDeveloped and implemented internal follow up process in regards to compliance for all team responsibilities (Executive Referral complaints, Attorney General complaints and informational subpoenas)Respond to the most escalated complaints, generated by the Attorney General’s office along with The Better Business BureauOversee the in-house subpoena process and maintain records of incoming and outgoing subpoenasCoach and develop analysts in regards to their negotiation/problem solving and communication skills.

Responsible for handling and resolving escalated and complaint calls from clients and dealerships who have past due accounts. Generate legal documents for lease and retail accounts.Assist with accounts which required special handlingHad continual growth within the collections arena – including additional responsibilityAssisted in the coaching and development of other Collections AgentsDeveloped business relationships and tracked performance of outsourced Repossession Agencies.Responsible for maintaining team monthly and annual statisticsHandled the most escalated Resolution Department calls/issues.Conducted weekly team meetings and developed and tracked “best practices”.

Bachelor Of Science, Business Management

Associates Degree, Mortuary Arts And Science

Activities and Societies: Sigma Phi SigmaVice President of Sigma Phi Sigma

Human Resources Management And Services

High School Diploma - College Prep, College/University Preparatory And Advanced High School/Secondary Diploma Program

B.S, Business Management