Candice Outen
Clayton,DE
Summary
Resourceful Specialist offering expertise in problem-solving, negotiation skills, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Credit Assistance Specialist
Bank Of America
03.2024 - Current
- Proactively contacted delinquent clients to secure payments and identified reasons for delinquency on credit card and auto loan accounts
- Negotiated repayment plans that benefited both clients and the lender, using appropriate tools and resources
- Maintained 2 contacts per hour with 60% ready to serve time, while managing average 119 accounts worked daily.
- Demonstrated empathy and ethical behavior consistent with the bank's code of conduct
- Achieved quality standards and met key performance indicators
- Managed an established list of accounts using an automated collections system, auto-dialer, and manual calling to mitigate losses
Private Credit Underwriting & Cosigner Release Specialist
Sallie Mae
06.2018 - 06.2023
- Collaborated with business partners regarding FDIC and State regulatory changes
- Conducted comprehensive credit risk assessments by analyzing financial statements, TransUnion credit reports, and market trends to evaluate creditworthiness of clients
- Lead onboarding training for Credit and Cosigner Release with continued education and quality review including updating SOP's
- Liaison to senior executives preparing findings report, recommending actions, curating process for loans exceeding $400k threshold
- Reviewed and assured Reg B and ECOA compliance regulations were met for cosigner release request
- Review bi-annually cosigner release audit result's and report up to Sr. Director and Compliance Director
Account Solutions Representative
Credit Acceptance
11.2017 - 03.2018
- Persuasively created strategies to assist customers in canceling or stopping vehicle repossession
- Managed inbound and outbound calls, spending a majority of the time handling customer phone calls efficiently and professionally
- Consistently and lawfully contacted customers who were behind on their auto loan payments, using persuasive techniques to discuss solutions and payment options
- Ensured customer contact information was accurate and up to date for effective communication
- Leveraged the call model to set up payment promises and arrangements, helping to bring accounts current and cancel repossessions based on individual situations
- Supported additional customer service requests, providing excellent customer support and assistance
Education
Some College (No Degree) - Software Development
Code Differently FullStack Development Apprentice
Wilmington, DEHigh School Diploma -
Centennial High School
Las Vegas, NV06.2004
Skills
- Microsoft Office
- Share Point
- Highly Adaptable
- Persuasive
- Ability to Negotiate
- Empathy
- Time Management
- Tactical Planning
- Critical Thinking
- Collaborative
- Effective Communicator
- Self Motivated
Certification
- Microsoft Office Specialist-Excel 2019 Associate, 01/01/24
- The Complete SQL Bootcamp-udemy, 02/01/24
- Certified Scrum Master-Scrum Alliance, 09/01/23
Timeline
Credit Assistance Specialist
Bank Of America
03.2024 - Current
Private Credit Underwriting & Cosigner Release Specialist
Sallie Mae
06.2018 - 06.2023
Account Solutions Representative
Credit Acceptance
11.2017 - 03.2018
Some College (No Degree) - Software Development
Code Differently FullStack Development Apprentice
High School Diploma -
Centennial High School
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