• Handle escalated disputes submitted by the reporting Line of Business Supervisors for call evaluations. • Coach Quality Analyst on over turned disputes, tracking and reporting errors, call evaluation errors, and other miscellaneous coaching opportunities. • Prepare and distribute the weekly ‘Exception Report’ to the Custom, Prime, and Sub-Prime auto finance Management team. The Exception report is a detailed report that provides information for each citing made on all call evaluation for each individual Line of Business. • Perform call monitor evaluations of various National Collection Vehicle Remarketing (NCVR) groups to ensure adherence to policy, procedures and control requirements as prescribed by the business and regulatory bodies.• Perform Leadership Task such as creating the monthly calibration meeting schedules and assign meeting task to Quality Analyst based on schedule availability. • I was the lead role for a remediation review in which accounts were identified that directly impacted customer’s credit, warranted refund for overpayment, or fee reversal. On this review I ensured that all errors impacting Chase customers were properly corrected and did not cause any further damage to the consumer.• Assist in gathering data from the previous month’s end results for reporting to the Line of Business’s (LOB) management and ensure all data is accurate and free of errors.• Perform targeted reviews of various Chase Auto Finance (CAF) processes to ensure adherence to business/regulatory policy, procedures and control requirements.• Complete special projects related to the development of new quality reviews to assess process wellness - ad hoc reviews of select processes, process mapping, analyzing challenges and identifying improvement opportunities. • Address the concerns of supervisors and regional managers in regards to disputes on call evaluations via phone and/or email. More information available upon request

• Obtained payoff, settlements or acceptable arrangements of account balance based on an understanding of the customer’s financial status.• Contacted customers to establish a mutual agreement to bring charged off consumer loans to resolution based on liquidity and available assets.• Assessed the feasibility of potential legal action based on located assets, employment status with an understanding of state restrictions.

• Perform Underwriting duties such as review consumer credit applications, verify income, validate listed references, gather information on applicant’s derogatory credit trades, and ensure the applicant is able to sustain timely payments by conducting a prequalification interview with the applicant.• Resolved delinquent accounts through collection efforts to prevent repossession of vehicles.• Worked closely with the repossession agent to ensure department objectives are achieved.• Researched and consolidated accurate condition and repossession information while working closely with outside vendors and internal associates.• Reviewed accounts to ensure all Right to Cure & Notice of Intent (NOI) legal letters have been sent.• Analyzed customers’ credit bureau for updated demographic information and reviewed the payment history with other organizations for possible skip tracing.

• Analyzed billing statements to issue credits and adjustments as needed.• Utilized excellent problem-solving skills to handle customers’ concerns while obtaining first call resolution. • Worked independently with minimal supervision.• Utilized the call center experience to actively provide input for continuous improvement.• Managed heavy incoming/outgoing calls to assist customers with issues and concerns while maintaining outstanding call handle time.

• Negotiated payment arrangements and proposed alternative payment methods to customers.• Advised customers as to the potential consequences for not meeting their financial obligations.• Managed heavy incoming/outgoing calls assisting customers with the collection of payments and resolution of delinquent accounts.• Analyzed customers’ credit bureau for updated demographic information and reviewed the payment history with other organizations for possible skip tracing.• Assessed delinquent accounts that were 30 to 120 days past due for repossession.Americredit Financial Services, Tempe, AZ - September 1999 to November 2001