Alina Miller

Licenses - NMLSR ID 2174724

• Assisted in difficult situations such as divorce or death by providing compassionate experiences and solutions for customers.
• Analyzed loan applications and credit reports to determine loan eligibility and risk level.
• Mentored and trained new hires, resulting in stronger staff development and increased productivity.
• Achieve high satisfaction rating through one-call resolutions of customer issues.
• Engage in learning and development opportunities to promote continued performance improvement.
• Explained very technical financial information to applicants in easy to understand language.
• Processed loan applications and monitored progress from start to finish.

• Developed positive working relationships with CBE Groups portfolio of Campus Based Student Loan Clients who placed collection accounts with us to maintain client satisfaction.
• Received consumer correspondence of disputes or other inquiries about their balance. Reached out to clients to obtain requested information or itemized statements and followed FDCPA law to accurately handle disputed accounts.
• Entered anywhere between 100-500 newly placed accounts into our collection system every 1-2 weeks.
• Worked to resolve client issues and requests about accounts held with us via email or telephone.
• Worked with internal partners to build and create reports based on client needs and deliver them within requested deadline, or for some clients on regular schedules weekly.
• Advocated for our internal collections team and serve as point of contact between collections managers and our clients about questions/issues that would arise with their accounts on our collection floor.
• Assisted with onboarding of new clients through meetings and calls to understand their needs and expectations. Trained clients how to use our online client portal to view certain information about accounts placed with us.
• Managed time efficiently in order to complete all tasks within deadlines.

• Assisted in resolving Student loan debt specifically Campus based Student loans and Perkins Loans.
• Aided students with options of Rehabilitation of their loan, Consolidation, or payment arrangements.
• Walked callers through complex rehabilitation applications and worked with them step by step to ensure accuracy and understanding.
• Used skip tracing techniques to locate consumer information for contact.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Worked towards collection goals by tracking and monitoring my progress and collections for each month.

• Assisted in leading teams of anywhere between 10-15 call representatives.
• Sent in schedule changes for team members to our workforce to ensure departmental communication and staffing.
• Produced and sent out team call statistics daily using Excel to provide awareness and help them work towards their goals.
• Monitored employee progress through listening to and evaluating calls.
• Held team trainings on updates or areas of improvement while building positive relationships with my team members.
• Worked 1 on 1 with representatives who were struggling to meet performance goals or grasp concepts to address causes and revise plans to improve efficiency, boost quality, and exceed their goals.
• Applied strong leadership and problem-solving skills by taking on all of my supervisors' tasks and solely leading our team whenever they were out of office.