Responsible for ensuring the daily performance and time achievement of all operational and collection goals of the Resident Recovery team; Managed multiple accounts assuring Fair Debt Collections Practices Act (FDCPA) and state laws were adhered to by the team; Conducted individual analysis for the purpose of resolving complex and varied work process issues; Provided daily coaching, development, feedback and remedial training for 15 team members and conducted quality reviews to ensure that all established performance metrics were achieved.

Ensured that all collection strategies and procedures were documented, communicated, and administered in a manner adhered to compliance; Provided efficient and thorough feedback to all associates and vendor inquiries via telephone and email; Conducted analysis per phone inquiry and reconciliation for the purpose of resolving complex issues; Continuously tracked and reported line group performance to ensure timely achievement of all goals.

Assisted shareholders and financial advisors with sound judgment using exceptional communication skills, and demonstrated effective and professional service; Supported callers with managing their mutual fund accounts as well as online account transactions, such as investments, redemptions, and account maintenance; Educated callers on American Funds' services and broader industry policies.