• General Ledger specialist responsible for implementing financial software and configuring several modules of the credit union’s core processing platform• Developing and maintaining a strong relationship with client credit unions in order to determine what products and training classes best benefit each credit union and its membership• Creating and presenting training classes via a web-based interface and in person • Reviewing and updating training manuals and written job-aids

• Responsible for handling inbound and outbound collection & customer service calls from members of failed credit unions as well as emails, faxes and mailed inquiries • Communicating with members to create repayment plans to help them bring their loans current• Drafting and mailing collection letters, final demand letters, payment histories, forms and research correspondence• Reconciling accounts and payment histories when a member is questioning or disputing a loan balance• Compiling data and creating spreadsheets and reports to prepare for loans to be transferred to an outside loan servicer• Assigning accounts for repossession, determining values of collateral, arranging for transport and auction of vehicles• Reviewing of bankruptcy cases and determining ability to collect or write-off balances• Analyzing loans for settlements, modifications or potential loan sales• Training of new collectors and administrative support• Traveled to several credit unions to assist with liquidations and to review loan files for the possible sale of loans to an assuming credit union

• Responsible for managing and completing Helpdesk tickets• Processed and responded to every incoming email, voicemail and fax• Completed tickets created by agents representing various issues and problems with accounts• Drafted and mailed specialty letters addressing escalated correspondence• Made outbound collection calls and made arrangements with members to cure delinquency• Maintained and analyzed spreadsheets and reports detailing statuses of ongoing issues• Completed recommendation case memos for loan settlement offers or modifications• Fielded inbound telephone calls and handled escalated calls from other agents• Mailed collection letters, final demand letters, payment histories, statements, payment forms• Researched account discrepancies and member disputes

• Responsible for making about 120 outbound and inbound calls daily• Mailed out final demand letters to credit union members• Followed up on delinquent accounts to bring accounts current• Reviewed loans with member banking and repayment options• Recommended and requested repossession on secured loans

• Assisted customers navigating through company website • Researched customers’ orders and tracked through website• Addressed general customer inquiries and concerns

• One of four specialized Customer Service representatives selected to work with large leasing partners• Processed upwards of 100 service requests daily via e-mail, fax and telephone• Resolved critical, time sensitive issues; ensuring client satisfaction with fuel card program• Educated partners on product features and options

• Fielded an average of 130 phone calls per day regarding customer concerns• Resolved concerns for fleet managers, merchants, leasing representatives, and drivers• Mentored new training classes as subject matter expert with side by side training• Proactively contacted authorized client contacts to complete client satisfaction surveys