Burtha Smith

• Responsible for monitoring, reviewing and processing required functions in accordance to Gap requirements

• Handle and process assigned volume within Gap claim processes for appropriate handling within established SLA
• Service Potential and Actual Gap claim calls within established call handling and correspondence requirements
• Complete end to end Gap claim functions with accuracy and in compliance with regulations, policy and procedure
• Assist other departments as well as Total Loss and Insurance Repair as needed
• Other duties as assigned

Selected to do a 3 month Project:

• Contacted Dealerships and Warranty Providers to collect on delinquent Ancillary Products due to Total Loss, Charge Off, Repossession, and Paid In Full accounts.
• Generated cancellation letters to start the process of cancelling vehicle service and maintenance contracts.
• Follow up with dealerships and warranty providers for status update on cancellations.

• Streamlined the pre-approval application process in auto financing, resulting in a loan being funded.
• Audited Truth-in-Lending Documents to confirm the alignment with company system CALMS
• Confirmed employment and place of residents.
• Reviewed and corrected errors on documents from dealership in regards to dates and signatures.
• Contacted customers by telephone to relay acceptance and introduction of loan being financed.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Giving account summary on daily interest accrued, payoff balances, monthly credit reporting, and APR rates.
• Taking pro-active monthly payments on accounts to keep them up to date to prevent delinquency.
• Handled customer requests for due date changes, extentions, credit reporting disputes.
• Educating on the prevention of late fees, overdraft fees and additional interest.

• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions on collecting payments.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of taking payments on the day of speaking with a customer.
• Negotiated to collect past due payments.