Sandra Grey-Smith Email & Phone Number

United States

New York City

• Senior Solutions Consultant / Customer ServiceFora Financial LLC - New York, NYDecember 2019 to Present
• Processing requests via ACH emails from collectors requesting approvals for modifications, forbearance, indefinite stoppage,on merchant's account.
• Processing additional debits, resubmitting returned payments with appropriate NSF fees for processing.
• Creating daily reminders on the ACH calendar, and processing the status of each account and what needs to be done onthat particular day.
• Filing of UCC on larger balance accounts or accounts that are deemed a risk to the company.
• Termination of the UCC upon full payment of the account, and filing both the filed and terminated acknowledgements accordingly in the merchants folders.

New York City

• Managed collection cases and worked closely with merchants to prevent delinquent accounts from defaulting.
• Analyzed daily Bounce Report, and appropriately address each merchant's account. This entails contacting the merchantvia telephone, email or text, to understand from the merchant his current situation and to ensure.
• Assisted merchants who are experiencing hardship by reviewing their situation, credit inquiries and bank statements, andformulated a specific plan to get their contractual obligation to the company back on track.
• Prepared and send Demand Letters to merchants who have breached or defaulted on their contract by Stacking -borrowing funds from a competitor lender after being funded by Fora, excessive bounces within the first 30.
• Assisted team members with negotiations for modifications if the merchant is eligible.
• Assisted with training new team members

New York, New York, United States

• Pre Litigation and Litigation, NY / NJ
• Contacted card members with questionable Cease and Desist requests, clarifying their request, and explaining the process of the handling of their account (s) in our office.
• Conversing with the card members to understand the reasons for the delinquency and assisting them to resolve the delinquency by suggesting various options.
• Negotiate with card members, authorized persons, including attorneys, to ensure the client’s criteria are met.
• Trained new collectors and attorneys

Long Island City, New York

• Assisted in the recovery of funds on delinquent loans.
• Provided members with various options to assist them in the timely repayment of delinquent account. These options ranged from lowering monthly payments, deferment, or special payment plan for members who were not.
• Educated the members on the importance of maintaining their account in good standing and the effect it has on their credit report.
• Skip traced contact information and asset for members with outdated contact information in the event of the legal escalation of an account.
• Extensive written and oral communication with members, and staff representatives around the world. Member Services Representative 06/2007 to 06/2009
• Provided information to members in order to resolve various issues ranging from account services, wire transfers and investigation, card related services and available investment options.

New York, NY

• Acted as a bridge between the clients, Collections Supervisors, and Collections Managers ensuring the client's needs and specification of account resolution are adhered to.
• Enforced resolution criteria, and advised the Collections Managers and Supervisors on amicable settlement offers available as mandated by the client.
• Simultaneously managed several accounts for various clients.
• Maintained up to date spreadsheets for each clients portfolio

New York, NY

• Extensive oral communication with attorneys regarding the current status of customers accounts.
• Negotiated settlements through the attorney’s office as well as recommending accounts for suit activity.
• Examined each American Express account to ensure they were negotiated thoroughly, and within compliance as set by American Express’.
• Created spreadsheets to monitor the tiered collector’s revenue by product and commission percentage, using Excel, for the Collections Assistant Manager.
• Updated daily statistic report for the American Express Department.
• Examined each account worked by 22 collectors in the Philippines office to ensure each account was thoroughly negotiated, each promise correctly entered, and each account accurately updated.

New York, NY

• Supervised a team of 18 collectors ensuring that all aspects of the FDCPA laws were adhered to, and all negotiations made were the best possible arrangement for the company, client and consumer.
• Provided effective motivation, coaching and monitoring to the collection staff to ensure performance was always at an optimum level.
• Assisted and trained collectors to resolve complaints and requests in a timely manner.
• Wrote and conducted quarterly, semi-annual and annual reviews for the collectors.
• Approved settlements or obtained approval for below guideline settlements in a timely manner
• Monitored attendance records for payroll processing and record keeping.