Ashli' Hicks
Eastpointe
Summary
Detail-oriented and dependable finance professional with experience in collections, account research, payment resolution, documentation accuracy, and compliance-driven workflows. Skilled in responding to internal and external customer inquiries, investigating account issues, and maintaining accurate system documentation in high-volume environments. Holds an Associate of Applied Science in Business Administration with completed Accounting I and II coursework, providing a strong foundation in the accounting cycle, debits and credits, reconciliations, and aging concepts. Recognized for strong organization, attention to detail, professionalism, and adherence to internal controls, with the ability to quickly learn and adapt to accounting systems and processes.
Overview
9
9
years of professional experience
Work History
Repossession Support Administrator
Credit Acceptance
02.2023 - Current
- Respond to internal and external customer requests related to repossession, insurance, redemption, and remarketing accounts
- Research account history and documentation to resolve inquiries accurately and efficiently
- Review and verify account-related documentation for accuracy, completeness, and compliance
- Maintain detailed and compliant system notes to support audits, reporting, and account history
- Coordinate with internal departments and third-party partners to resolve account issues
- Manage high-volume, time-sensitive requests while adhering to company policies and internal controls
- Utilize Microsoft Excel, Word, and Outlook to track, update, and document work efficiently
Triple Crown Purchase Specialist
Rocket Mortgage
04.2021 - 05.2022
- Managed complex purchase mortgage files involving underwriters, buyers, sellers, real estate agents, and mortgage bankers.
- Reviewed purchase contracts, appraisals, income documents, and conditions to ensure accuracy and compliance with lending guidelines.
- Coordinated communication between all parties is essential to resolve issues and keep loans moving toward closing.
- Provided consistent updates to clients using phone, chat, and email.
- Used strong time management to keep multiple urgent files on track under strict deadlines.
- Maintained professionalism and calmness in high-pressure, time-sensitive situations.
Executive Client Care Specialist
Rocket Mortgage
09.2019 - 03.2022
- Supported clients through the refinance process by gathering, reviewing, and submitting documents to meet underwriting and compliance requirements.
- Worked closely with underwriters and mortgage bankers to clear conditions, and progress loans.
- Reviewed appraisals, income documents, and loan conditions for accuracy.
- Communicated with clients through phone, chat, and email to ensure timely document collection.
- Managed a high-volume workload while maintaining quality and adherence to guidelines.
Senior Account Solutions Specialist
Credit Acceptance
08.2018 - 09.2019
- Managed inbound and outbound calls related to outstanding balances and delinquent accounts
- Researched account activity, payment history, and balances to determine resolution options
- Negotiated payment arrangements and settlements
- Explained balances and account status clearly to customers
- Maintained accurate documentation to support compliance and future account activity
- Handled escalated account inquiries requiring detailed review and explanation
- Payment processing
Internal Collection Specialist
Credit Acceptance
01.2018 - 08.2018
- Managed accounts with remaining balances after insurance settlements and vehicle payoffs
- Investigated account discrepancies and resolved disputes
- Negotiated payments and settlements to bring accounts to resolution
- Documented all activity accurately to support compliance and audit review
- Payment processing
Account Solutions Specialist
Credit Acceptance
04.2017 - 12.2017
- Managed inbound and outbound calls to resolve delinquent accounts.
- Communicated options clearly and respectfully to help consumers navigate account issues.
- Documented conversations accurately and followed company procedures.
- Demonstrated strong time management and decision-making abilities.
- Payment processing
Education
ASSOCIATE OF APPLIED SCIENCE (AAS) - Business Administration
Purdue University
11.2025
HIGHSCHOOL DIPLOMA - undefined
Clintondale Highschool
MI06.2009
Skills
- Collections & Payment Resolution
- Account Research
- Documentation Review
- Customer Communication
- Internal Controls Awareness
- Deadline Management
- Attention to Detail
- Adaptability
- Team Collaboration
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
Timeline
Repossession Support Administrator
Credit Acceptance
02.2023 - Current
Triple Crown Purchase Specialist
Rocket Mortgage
04.2021 - 05.2022
Executive Client Care Specialist
Rocket Mortgage
09.2019 - 03.2022
Senior Account Solutions Specialist
Credit Acceptance
08.2018 - 09.2019
Internal Collection Specialist
Credit Acceptance
01.2018 - 08.2018
Account Solutions Specialist
Credit Acceptance
04.2017 - 12.2017
HIGHSCHOOL DIPLOMA - undefined
Clintondale Highschool
ASSOCIATE OF APPLIED SCIENCE (AAS) - Business Administration
Purdue University