Amy Gilliam
Taylors,SC
Summary
Results-driven professional with 15 years of experience in collections and over 20 years customer service, specializing in bad debt collections, skip tracing and work-out modification loans. Proven track record in effectively managing accounts and Passionate about continuous improvement and creating a collaborative team environment. Committed to staying up to date on best practices and regulations in collections to ensure compliance and efficiency.
Overview
18
18
years of professional experience
Work History
Commercial Credit Analyst
CBL State Savings Bank
06.2021 - Current
- Proactively analyze financial statements and tax returns by identifying trends and weaknesses
- Compile global cash flows or DTI ratios for loan approval
- Complete thorough financial review on all applications and make recommendation
- Review accuracy and validity of financial statements, balance sheets, debt schedules, asset statements and other needed documents
- Manage and maintain annual financial reviews for all commercial borrowers with exposure that exceeds $450,000
- Work closely with the loan team to ensure the approval process is efficient and smooth for customers and their lender
- Adhere to all BSA policies
- Maintaining strict adherence to established guidelines while remaining flexible when warranted for client retention or acquisition purposes
- Ensure regulatory compliance in all credit-related activities by staying updated on industry best practices and adhering to internal policies
- Order appraisals on all loans, process appraisal payments - and monitor the online customer payment portal, process and balance GL Transactions
- Trained as a Loan Specialist and Loan Closing Specialist, working closely with customers in the beginning stages of the lending and application process, throughout the financial review.
- Assist with all required internal and external audits.
- Process mortgage modifications, construction draws on open customers during their construction phase.
Branch Manager Vice President
Asbury Management Group
08.2015 - 06.2021
- Led Mauldin office to number one office in company growth and profit from a severe loss position in under 18 months. Consistently place in top five in company since.
- Defined strategies to increase profitability and made proactive adjustments to many areas that were negatively impacting growth and quality of account ledger.
- Identified possible upsells and cross sells to current quality customers that would increase profitability, ensuring the growth of ledger balance was smart and sustainable.
- Supervised branch operations and developed new procedures to rapidly increase customer base with quality applicants.
- Investigated and evaluated customers for creditworthiness and potential risk factors.
- Negotiated settlements and payment terms with customers to recover the maximum amount of losses, while providing a tangible benefit to the customer in lieu of credit repair.
- Managed day-to-day business operations, including accounting, finance, HR, marketing and advertising.
- Managed monthly reporting including expense, variances and profitability.
- Completed daily accounting tasks including tracking funds, preparing deposits and reconciling accounts.
- Developed weekly summaries to assess participation level of most active auto dealers and determine strategy for follow-up.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain the highest customer satisfaction, customers will come where invited but only stay where truly appreciated.
- Networked with local businesses to identify potential clientele within local community.
- Achieved monthly and annual goals for sale of credit protection products and services to enable sales targets achievement.
- Communicated all learning and performance objectives, schedules and training assessments to senior management.
- Supervised collection efforts by all employees, provided training and feedback to improve performance.
Office Manager
The Service Company
03.2013 - 08.2015
- Increased TSC service area by 62% through effective scheduling and detailed location monitoring of field employees.
- Streamlined dispatch procedures to provide faster response time, ensuring quick service and customer retention.
- Developed targeted advertising and updated excel spreadsheet of response to identify which advertising produced largest response
- Created and managed Groupon campaigns and customer service
- Provided excellent customer service, and researched for new operating system, (Service Titan) to improve response time from company to customer, which aided in customer satisfaction/retention.
- Optimized organizational systems for payment collections on service calls, AP/AR, deposits and record keeping.
- Compared vendor prices for parts and negotiated for optimal savings.
- Identified discrepancies and errors in billing, compiled and reviewed bids through Service Titan before sending out to minimize loss of revenue.
Branch Manager
World Acceptance Corporation
02.2007 - 03.2013
- Met with groups of investors on regular basis to discuss need for this specific niche in finance world, and defended demand for sub prime lending.
- Guided team to meet daily and monthly goals, reaching number 1 in growth, outstanding and debt
- Trained all new hires in collection tactics, three of which were promoted to open Denovo (new) Offices as branch managers
- Adhered to all state and federal guidelines, and performed regular audits of branch work to ensure all policies were being upheld
- Reviewed and resolved differences between accounting information and cash drawer
- Served needs of more than 2,000 customers in busy fast paced environment
- Provided array of services including tax preparation, credit counseling, handling of credit disputes with my customers other creditors
- Assessed employee performance and developed improvement plans
Skills
- Customer relationship management
- Negotiation
- Loss mitigation
- Problem Loan Resolution
- Financial Statement Analysis
- Relationship building and management
- Underwriting
- Risk mitigation
- Business development expertise
- Collection investigation
- Strategic account development
Accomplishments
Achieved number one in profit rankings out of 142 offices at Asbury Management with our Mauldin branch, a historically problematic branch that had been struggling due to it's large lending area which included 8 cities. Once numbers improved, it stayed in the top 5 in loan volume, profit, and bad debt for 7 years running.
Timeline
Commercial Credit Analyst
CBL State Savings Bank
06.2021 - Current
Branch Manager Vice President
Asbury Management Group
08.2015 - 06.2021
Office Manager
The Service Company
03.2013 - 08.2015
Branch Manager
World Acceptance Corporation
02.2007 - 03.2013
Similar Profiles
Allison AlmelienAllison Almelien
Bank Teller at State Savings BankBank Teller at State Savings Bank
Courtney ThompsonCourtney Thompson
Loan Clerk at State Savings BankLoan Clerk at State Savings Bank
Harjinder KaurHarjinder Kaur
FSA at Ohio Savings Bank A Division Of New York Community BankFSA at Ohio Savings Bank A Division Of New York Community Bank