• Prevented losses to the credit union with collection notices, calls, and emails. • Processed cash, debit, and ACH payments to Credit Cards, Auto, and Real Estate Loans. • Audited loans to ensure the aging and maturity date are correct.• Followed strict bankruptcy protocols to avoid contact with the members. • Processed charged-off loans and recoveries to their designated GL. • Performed repossession on defaulted auto loans. • Submitted loan for litigation to our retained attorney and manager the portfolio

• Ensured all financial records are exact to track expenses, revenue, and profitability effectively.• Recorded daily transactions, managed invoices, account reconciliation, account payables and receivables, tracked inventory, advertisements, bank reconciliation, and tax related tasks such as BOE (California State Board of Equalization). • Identified cost-saving opportunities and financial trends, enabling better decision-making for growth and stability. • Provided specialized support with organized financial data and regulatory requirements

• First point of contact post-sale; ensuring the value proposition of Verizon Connect is delivered to the customer by aligning expectations and creating a comprehensive onboarding plan. • Ensure installations are scheduled and executed in a timely manner utilizing all resources, and software such as 1ERP/ SAP, NetSuite, & FleetCare. Conducted training sessions for 5 employees on these systems• Responsible for providing timely action on any customer escalations throughout the onboarding period. • Collaborates and owns communication with internal partners such as Sales, Support, Success, and Finance. • Responsible for documenting all interactions in Salesforce and other Verizon Connect systems

Implemented policies and procedures to manage a the collection portfolio in excess of $1,800,000. Remained in compliant with FCRA to ensure accurate reports to the credit reporting agencies using the E-Oscar System and FDCPA compliant while mitigating delinquencies, losses, and discrepancies. Prevent losses to the credit union with collection notices, calls, and emails. Prepare month end documents that include delinquency ratios, trouble account 60+ days past due and over, collection recovery report on charged off loans, collection department summary report, and bankruptcy log. Submit and handle bankruptcy Proof of Claim and Reaffirmation agreements. Complete charge off of loans and share accounts. Perform repossessions on defaulted auto loans while in compliance with each state’s repossession laws. File and represent the Credit Union on small claims trials small for auto loan deficiency balances, negative share accounts, and any loan/account in default. Process bank levies and requests to withhold funds. Generated and provided dormant notices to dormant members. File and process dormant members to the state. Vice President of the California Credit Union Collectors Council

• First point of contact post sale; ensuring the value proposition of Verizon Connect is delivered to the customer by aligning expectations and creating a comprehensive on boarding plan. • Ensured installations were completed and executed promptly using all resources and software such as SalesForce, 1ERP/ SAP, NetSuite, & FleetCare. • Conducted training sessions for 5 employees.• Responsible for providing prompt action to any customer escalations throughout the onboarding period. • Collaborated and communicated with internal partners such as Sales, Support, and Finance. • Responsible for documenting all interactions in Salesforce and other Verizon Connect systems.

Coordinate activities of staff members to ensure a smooth and efficient department that reduces the number of cases that are overlooked. Oversee the collection of outstanding credit and invoices to minimize profit loss while ensuring it is handled appropriately and per company policy. Create and implement strategies to increase the number of successful collections on outstanding debt. Recruit, hire, train and evaluate staff members within the collections department to ensure a sufficient number of staff members are available to handle the workload. Run reports and analyze data pertaining to the department and share with executive staff and managers of department staff as needed. Communicate with clients to build and maintain a strong working relationship and reduce the number of clients who stop working with the company. Implement credit policies and procedures that retain a smooth running of the department and avoid excessive credit limits.

Handled collections on charged off accounts originated by banks and other financial services such as Chase Mortgage deficiencies. Guided and motivated a team of 8 collectors to achieve group and individual goals and improve quality of talk offs. Reviewed credit reports from Equifax, Transunion and Experian to execute appropriate collection efforts. Made initial client/ debtor contact by phone, mail, and email. Provided debtors with procedures and advertised upcoming promotions to establish settlements on accounts. Exceeded and doubled the mandatory 100 calls per day and collection goal monthly of $16k. Enter debtor payment information in the merchant payment portal. Developed and presented new product proposals to senior management that contained financial analysis for recoveries and high-level implementation plans. Instructed training classes for new hires to quickly grasp the collection field and operation to efficiently produce revenue. Worked closely with The Law Offices of Kimberly Krauss.