• Escalations Supervisor and subject matter expert to frontline specialists and other various lines of business via the First Response Helpdesk.• Serve as quality, compliance, and regulatory support to increase efficiency and help mitigate loss.• Perform call reviews and provide coaching within the established processes, policies, and guidelines.• Analyze complaint information and utilize it to build recommendations to reduce errors and improve process performance. • Perform… Show more • Escalations Supervisor and subject matter expert to frontline specialists and other various lines of business via the First Response Helpdesk.• Serve as quality, compliance, and regulatory support to increase efficiency and help mitigate loss.• Perform call reviews and provide coaching within the established processes, policies, and guidelines.• Analyze complaint information and utilize it to build recommendations to reduce errors and improve process performance. • Perform back-office account maintenance due to frontline specialist or bank error using TYSYS-C3.• Create well documented cases and follow up with escalated complaints to communicate final resolutions within the specified SLA. Show less

• Manage charged off debt on retail and business card accounts.• Evaluate client financials to determine appropriate level of settlement • Negotiate with various law groups and individual clients.• Utilize all resources, including critical thinking to reduce any additional loss to the bank. • Initiate settlement denials/approvals using good sound judgment.• Abide by department guidelines strictly in place for attorney call handling.• Referrals to applicable third-party… Show more • Manage charged off debt on retail and business card accounts.• Evaluate client financials to determine appropriate level of settlement • Negotiate with various law groups and individual clients.• Utilize all resources, including critical thinking to reduce any additional loss to the bank. • Initiate settlement denials/approvals using good sound judgment.• Abide by department guidelines strictly in place for attorney call handling.• Referrals to applicable third-party debt collection agencies.• Restructure existing agreements when deemed appropriate. • Strong oral communication and written account documentation• Meet specified department goals and metrics.• Always adhere to FDCPA and UDAAP policies. • Make all necessary attempts to assist and provide client empathy. Show less

• Manage pre charge off and inconsistent payer accounts. • Engage in interactive dialogue through active listening and provide empathy when appropriate.• Remedy delinquent unsecured debt through skillful negotiations to minimize loss.• Restructure existing loan agreements, settlements, and proper use of referrals.• Evaluate customers finances to gauge long term success in repayment programs. • Effectively prioritize work to ensure efficiency.• Abide by all applicable… Show more • Manage pre charge off and inconsistent payer accounts. • Engage in interactive dialogue through active listening and provide empathy when appropriate.• Remedy delinquent unsecured debt through skillful negotiations to minimize loss.• Restructure existing loan agreements, settlements, and proper use of referrals.• Evaluate customers finances to gauge long term success in repayment programs. • Effectively prioritize work to ensure efficiency.• Abide by all applicable regulatory and department practices and procedures.• Building lasting relationships to ensure customer retention and bolster future business. Show less