Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bernice Cockerham

Mesquite,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience

Work History

Sr. Representative, Recovery and Reinstatement

Santander Consumer USA
North Richland Hills, TX
10.2019 - 04.2024
  • Performed skip tracing to locate individuals and vehicles.
  • Collaborated with vendors, auction and debtors in order to ensure successful recoveries.
  • Adhered to state laws regarding repossessions, privacy rights, and other regulations.
  • Handled difficult situations involving angry debtors while maintaining professionalism.
  • Trained new employees on proper procedures for conducting repossessions.
  • Answered customer questions regarding retail and commercial account discrepancies or problems.
  • Communicate with customers to learn reasons for overdue payments and review accounts for reinstatement eligibility.
  • Accepted and processed customer payments and applied toward account balances.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Recommend settlements as circumstances warrant on charge-off accounts.
  • Assist in other related department as required by business needs.
  • Open Impound on abandoned retail and commercial vehicles by our customers.
  • Submit new bankruptcy case and transfer customer to bankruptcy department to continue with process.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Created repayment plans, offer extensions, due date change, and modifications based on account holders financial status and repayment abilities.

Sr. Representative Late Stage/Loss

Santander Consumer USA
North Richland Hills, TX
09.2013 - 10.2019
  • Researched customer accounts for any discrepancies or outstanding payments.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Conducted skip-tracing activities to locate delinquent customers.
  • Processed payments through various methods such as debit cards, Money-Gram, Western Union, and online banking.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Maintained accurate records of all customer contact attempts and account updates in the database system.
  • Resolved complex issues that arose during the collections process.
  • Utilized skip tracing techniques including phone calls, internet searches and databases.
  • Identified past due accounts and contacted account holders to arrange payment.
  • Created repayment plans, offer extensions, due date change, and modifications based on account holders financial status and repayment abilities.
  • Receive inbound and outbound collections calls daily.
  • Achieved production goals by training new employees.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.

Education

High School Diploma -

L G Pinkston High School
Dallas, TX
03-1991

Skills

  • Team Player
  • Collection automotive and mortgage experience
  • Skip tracing
  • Time management
  • Strong negotiation and communication
  • Active listener
  • Easily Adaptable
  • Windows, Microsoft Word and Excel
  • Microsoft Team and Email chat
  • Microsoft Suite-Email
  • Problem solving
  • Attention to Detail
  • Internet Troubleshooting
  • Flexibility
  • Speedpay application-process payments
  • Quick learner
  • Knowledge Base-Policy and Procedures
  • Process Modification, Extension and Due date change

Timeline

Sr. Representative, Recovery and Reinstatement

Santander Consumer USA
10.2019 - 04.2024

Sr. Representative Late Stage/Loss

Santander Consumer USA
09.2013 - 10.2019

High School Diploma -

L G Pinkston High School

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Bernice Cockerham