Weena Mccloskey Email & Phone Number

United States

Managing/Supervising day to day activities of a team of up to 20 Customer Relationship Managers (workout specialist)Interview and evaluate candidates for employmentAttending job fairs in search of talent for the companyCompletion of the I9 process for new hires and assisting in the on-boarding processTrack and log absentee records and productivity reports dailyAssisting staff members with operating systems and account related issuesSetting performance standards for my direct reportsIdentify coaching opportunities for my direct reports and provide continued coaching, development, mentoring and motivating of staff membersConducting monthly associate call monitoring and account auditing for staff performanceEvaluate employees on various area in addition to conducing annual performance reviewsScheduling and monitoring team workflowParticipating and facilitating leadership meetings/conference callsSetting performance standards and providing performance resultsHandling complex escalations (via phone and correspondence)Understanding of appropriate options for borrowers, such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or ForeclosureIn-depth understanding of governing rules and regulations and the implication of processes on other groups within the department and other divisions in the firmInterpersonal effectiveness with ability to motivate staff, build and maintain relationships with other departmentsStrong involvement in new hire training classes including the use of MS Power Point to build training materialQA (Quality Assurance) of collections work performance through account reviews and call monitoringUse of a strict audit process to ensure all government guidelines are followed dailyDevelopment of new procedures to improve the companies’ daily function in addition to increasing associate productivity and performanceMaintain personal quotas to complete required work quickly

• Managing a team of up to 18 collections associates• Track and log absentee records, productivity reports and delinquency goals• Responsible for handling customer escalations• Recognizing areas of opportunity for current employees and working on a one on one basis to improve these areas through weekly/monthly coaching and feedback• Responsible for providing performance results• Participated in management meetings• Interpersonal effectiveness with ability to motivate staff, build and maintain relationships with other departments

Canonsburg, Pa

• Recognizing where coaching and development opportunities are and assisting the associates in improving in these areas• Tracking of the team’s daily and monthly performance• Placing inbound and outbound collection/customer service based calls on an automated dialing system• Completing quality assurance reviews• Training of new and updated policies and procedures• Working closely with the client to develop new procedures to increase associate productivity and performance• Developing new procedures to track information requested by the client• Monitoring of the outbound (Davox) dialing system to insure completion of all daily files• Handling escalated calls