Ashli' Hicks
Eastpointe
Summary
Detail-oriented and dependable professional with strong experience in mortgage documentation, underwriting support, collections, repossession processing, and compliance-driven workflows. Skilled in reviewing documents for accuracy, investigating account issues, resolving escalations, and communicating professionally with customers and internal partners. Known for strong time management, attention to detail, and the ability to handle high-volume, time-sensitive tasks while staying aligned with company policies and regulatory expectations. Proven ability to work independently, manage complex cases, and provide clear written and verbal communication. Ready to bring strong analytical, investigative, and customer-focused skills to the Regulatory Complaints team.
Overview
9
9
years of professional experience
Work History
Repossesion Support Administrator
Credit Acceptance
Southfield
02.2023 - Current
- Process documentation and requests for insurance, repossession, redemption, and remarketing teams.
- Review and verify documents for accuracy, compliance, and proper handling.
- Communicate with internal departments in a clear and professional manner to resolve account issues.
- Prioritize multiple time-sensitive requests while maintaining quality and accuracy.
- Follow company policies and procedures.
- Apply strong problem-solving and organizational skills to manage a steady workflow, with minimal supervision.
- Utilize Microsoft Office tools to track, update, and document work efficiently.
Triple Crown Purchase Specialist
Rocket Mortgage
Detroit
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 Specalist
Rocket Mortgage
Detroit
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
Southfield
08.2018 - 09.2019
- Performed all responsibilities of an Account Solutions Specialist, including managing inbound and outbound calls, asking open-ended questions to understand the reason for delinquency, and setting up realistic payment arrangements.
- Facilitated team meetings and supported leadership with updates, performance goals, and daily communication to help the team stay aligned.
- Handled escalated calls from customers who needed more complex explanations, account reviews, or urgent solutions.
- Assisted with new-hire training by teaching system navigation, communication expectations, and collection techniques.
- Served as a resource to new representatives by answering questions, coaching them through calls, and helping them improve their success rate.
- Demonstrated strong professionalism, patience, and problem-solving skills during challenging account situations.
- Maintained high accuracy and quality standards while working in a fast-paced environment with high call volumes.
Internal Collection Specialist
Credit Acceptance
Southfield
01.2018 - 08.2018
- Managed accounts with remaining balances after insurance settlements, vehicle payoffs, and delinquent accounts that could not be resolved by Account Solutions.
- Responded to account issues with a strong sense of urgency to prevent files from progressing to attorney collections.
- Negotiated one-time payments, payment arrangements, and one-time settlement offers to bring accounts to a paid-in-full or closed status.
- Communicated clearly and professionally with customers to explain balances, resolve disputes, and establish realistic payment solutions.
- Documented all actions and conversations accurately to support compliance, legal review, and future account activity.
- Maintained high performance while handling complex, sensitive accounts that required strong judgment and decision-making.
Account Solutions Specialist
Credit Acceptance
Southfield
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.
Education
Associate Of Applied Science (AAS) - Business Administration
Purdue University
West Lafayette, IN11-2025
Highschool Diploma -
Clintondale Highschool
Clinton Township, MI06-2009
Skills
- Document Review & Accuracy
- Cross-Functional Collaboration
- Escalation Handling
- Regulatory & Compliance Awareness
- Time Management & Prioritization
- High-Volume Workflow Management
- Microsoft Word, Excel, Outlook
- Problem Solving & Critical Thinking
- Professional Communication (Phone, Email, Chat)
- Attention to Detail
Timeline
Repossesion Support Administrator
Credit Acceptance
02.2023 - Current
Triple Crown Purchase Specialist
Rocket Mortgage
04.2021 - 05.2022
Executive Client Care Specalist
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
Associate Of Applied Science (AAS) - Business Administration
Purdue University
Highschool Diploma -
Clintondale Highschool