Regina Cox (Williams) Email & Phone Number

• Conduct interviews with members to assess their financial situation and recommend solutions to resolve delinquency• Review and analyze credit reports and financial information for delinquent members• Facilitate workout loans to resolve delinquency and put member in better financial situation• Use various skip tracing methods to obtain additional information on non-communicating members• Analyze collection reports (ad hoc reports) daily to determine areas of focus and identify trends in overall delinquency• Lead and mentor new team members on best practices to be successful in their new role• Refer delinquent members to law firm for legal collections• Mortgage collection and servicing experience; Freddie Mac, Fannie Mae and Portfolio

Lathrup Village, Michigan, United States

• Coached, mentored, and lead tellers to deliver unique customer service experiences to improve customers financial wellbeing• Ensured teller, daily branch operations and maintenance transactions were completed in an efficient and accurate manner• Exceeded customer referral goal, bringing additional revenue to the branch

• Responsible for managing an assigned portfolio of non-active accounts, reducing potential losses to the Bank• Resolve customer delinquencies by payment options and methods that best fit their individual need• Recognize customer’s hardship through active listening and providing them with alternative payment arrangements

• Assisted customers with solutions to various banking needs, providing them with options to ease their banking experiences• Deescalated disgruntle customers using the H.E.A.T method• Lead weekly team meetings to educate fellow team members on new policies and procedures

• Maintained high standards of cleanliness, service, and quality • Trained crew members using company training systems • Provided coaching, counseling and discipline as warranted