Ashley Grier
Raleigh,NC
Summary
Forward-thinking professional with many years of experience driving goal achievement and improvements through operational oversight. Instrumental in devising and updating operations policies and procedures by analyzing reports, reviewing customer feedback, and collaborating with other key leaders. Pragmatic when identifying areas for improvement and creating effective solutions.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Collateral Services Technician
State Employees Federal Credit Union
Raleigh, NC
09.2022 - Current
- Provided assistance in resolving discrepancies between loan documentation and vehicle titles.
- Coordinated with other departments to resolve issues related to titling process.
- Researched customer inquiries regarding title information.
- Verified accuracy of title documents for completeness and correctness.
- Performed data entry of vehicle information into system for registration purposes.
- Entered lien information into the system when applicable.
- Processed applications for new titles, transfers and duplicate titles.
- Reviewed state regulations to ensure compliance with rules and regulations governing motor vehicles titles.
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
Account Resolution Specialist
Wells Fargo Auto
Raleigh, NC
09.2019 - 09.2022
- Senior level role responsible for providing quality customer experience while working to collect and negotiate terms of repayment on non-routine complex/specialized outstanding account balances
- Maintained accurate records of all customer interactions and updated the database accordingly.
- Reviewed client documentation for accuracy and completeness before processing payments.
- Ensured compliance with all applicable laws and regulations pertaining to debt collection practices.
- Negotiated payment plans with customers to satisfy delinquent accounts.
- Provided exceptional customer service by responding promptly to inquiries and resolving issues efficiently.
- Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls utilizing an auto-dialer or direct dial system to initiate customer contact and determine reason for delinquency and to obtain payment commitment
- Handled complex escalations in collection inquiries with efficiency.
Research Remediation Rep
Wells Fargo Auto
Winterville/Raleigh, NC
05.2016 - 09.2019
- Demonstrated ability to independently address inquiries and complaints related to financial products and services from internal as well as external stakeholders such as customers, merchants, clients, and bankers
- Managed intakes to assess the most suitable course of action and executed investigative measures to comprehensively pinpoint issues. Completed complex online transactions that involved both financial and non-financial actions. Conducted extensive research on product details, terms,and contract policies.
- Enhanced troubleshooting skills for complex issues
- Implemented negotiated agreements to ensure satisfactory resolutions
- Maintained financial accuracy through regular reconciliation of general ledger accounts
- Handles incoming correspondence in accordance with external and internal policies and procedures
- Reviews data and reports trends to management
- Proficient in managing account maintenance tasks, generating reports, working on projects, and providing work direction.
- Assumed responsibility for training team members on additional queues, showcasing expertise as a 'subject matter expert' during an advanced training class.
- Collaborated in designing and implementing a universal noting system to meet criteria for credit dispute investigation
- Led the review and submission of updates to reconstruct policies and procedures department-wide
- Provided valuable suggestions to improve service standards and maximize operational efficiencies
- Assumed the role of a knowledgeable mentor, assisting team members with technical questions.
Collections Representative I
Regional Acceptance Corp
Winterville, NC
07.2012 - 05.2016
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations
- Effectively communicated with clients regarding overdue payments using multiple methods to maximize collection efforts
- Advise customers of necessary actions and strategies for debt repayment
- Achieved high success rate in convincing customers to fulfill financial obligations for credit accounts, damage claims, and non-payable checks.
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Contributed to the onboarding process by assisting with the training of new team members
- Meet exceptional quality monitoring scores as well as working diligently to meet monthly collection goal
- Assigned vehicles for repossession and reviewed reports, effectively utilizing skip tracing tools to locate precise customer information.
- Analyzed financial data such as income, expenses, assets and liabilities to determine an appropriate payment plan for each customer.
- Ensured compliance with applicable laws related to debt collection practices.
Education
High School Diploma -
Kinston High School
Bachelor of Arts - Business Administration And Management
Strayer University
Washington, DCSkills
- Customer Service
- Experience in leadership
- Improvement plan knowledge
- Risk Mitigation
- Adaptability
- Continuous Improvement
- Teamwork and Collaboration
- Excellent Communication
- Process Improvement
- Training and mentoring
- Processes and procedures
- Complex Problem-Solving
Leadership Experience
Secretary of Booster Club for Upward Basketball League
Communication Skills
Quickly emerges as a leader for any team thru hard work and dedication
References
Available upon request
Certification
- Notary Public Certification -January 2029
Timeline
Collateral Services Technician
State Employees Federal Credit Union
09.2022 - Current
Account Resolution Specialist
Wells Fargo Auto
09.2019 - 09.2022
Research Remediation Rep
Wells Fargo Auto
05.2016 - 09.2019
Collections Representative I
Regional Acceptance Corp
07.2012 - 05.2016
High School Diploma -
Kinston High School
Bachelor of Arts - Business Administration And Management
Strayer University
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