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.• Subordination requests /negotiation for clients wishing to have the UCC removed prior to the completion of their obligationto the company• Processing "Lookback" Refund Adjustments for clients who have proven to have had a lower influx of income than that whichwas previously anticipated at the time of underwriting and funding.• Prepare Collections Packages to be sent to third party local counsel for escalation.• Update the monthly spreadsheet for the third party placements• Update the NAMAA report with clients which have breach on their contracts and whose account have been written off as aresult• Send payoff letters to clients wishing to pay off their account prior to the contract end date and updating the Payoff Request Spreadsheet accordingly.• Send zero balance letters to clients who have fulfilled their contractual obligation• Provide excellent customer support to our outside as well as our internal customers through the transference of calls via Salesforce. • Update the Salesforce marketing database with clients who wish not to be contacted again by our Sales Team

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 that the returned item issuitable for resubmission.• 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 days of beingfunded, non-payment or non-communication with an outstanding balance over $15K.• Assisted team members with negotiations for modifications if the merchant is eligible.• Assisted with training new team members• Compiled a more user-friendly Collectors Training Manual for new collectors• Served as a second voice, or assist team members with difficult merchants• Assisted in updating team members regarding policy and procedures to ensure uniform and seamless collections• Assisted in carrying out special projects for the Director, such as, contacting merchants who had a delay in submittingincreased payments due to a systems glitch. Collecting, logging and reporting right party contact data from each teammember of the Collections Dept.• Assisting with updating the bankruptcy files and sending recorded and scanned documents to the attorney.

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 eligible for other program assistance.• 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.• Cross sell and up sell UNFCU's products and services.• Communicated extensively by telephone, web chat, and email with members daily.• Resolved members disputes in a timely manner.

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.• Assisted each collector and supervisor with various clients specifications to enable complete and independent negotiations.• Created training cheat sheets for the collectors to assist them in entering their promises correctly.• Created and updated a daily statistic report to chart the collectors daily progress.

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.• Wrote developmental and action plans when appropriate and administered disciplinary actions as needed.• Developed talk off and training manuals to assist collectors with their negotiation skill. Collections Assistant Supervisor 01/2004 to 06/2004• Assisted the supervisor with the daily functions to effectively manage the unit.• Extensive oral communication with consumers, authorized representatives and attorneys, regarding the status of various accounts.• Created and implemented training manuals for new collectors, customized for different departments