Chaunte Traeye

• Reasoned with customers and attempted to negotiate full balance payments
• Advised debtors on payment options and set up payment plans
• Handled irate customers smoothly to achieve performance targets
• Upheld privacy and security requirements for customer information
• Used effective questioning techniques to clarify why debtors were delinquent
• Entered customers' financial status information into system
• Managed approximately 150 inbound and outbound calls daily
• Utilized skip tracing resources to complete background checks and loan documents
• Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals
• Processed payments over phone and set up recurring drafts
• Arranged for debt repayment and established repayment schedule based on customer finances
• Recorded and updated customer personal accounts with accurate contact information
• Developed collection methods to achieve or exceed company financial goals.

• Engaged in conversation with customers to understand needs, resolve issues and answer product questions
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
• Supported sales team members to drive growth and development
• Updated databases with new and modified customer data
• Collected deposits or payments and arranged for billing
• Strengthened customer retention by offering discount options
• Met demands of busy collections group by performing high volume of daily calls
• Received and submitted payments and applied amounts to customer balances
• Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues
• Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals
• Arranged for debt repayment or established repayment schedules based on customers' financial situations
• Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
• Accepted and processed customer payments and applied toward account balances
• Arranged debt repayment or established schedules for repayment based on customer's financial situation
• Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.

• Top collections specialist for two months in a row inbound and outbound calls
• Provide customers with account status of being past due, took payments in full or payment plans to get status up to date
• Revisit reason for original purchase and review options on holding on to that and keeping the property for family
• Took credit card and ACH checks by phone posted online payments managed and maintained account status based on account activity to insure correct dialer campaigns run smoothly
• Made 150+ calls daily use of Data Entry, Internet and Email
• Handled charge off accounts, debt collections, settlement offers first credit accounts, data entry and Skip tracing
• Advised customers on available payment alternatives, negotiated payment plans.

• Performed inbound and outbound calls to Veterinary practices to help with management of account database software
• Manage practice patients appointments for healthy pets, birthday greetings reminders and regular care
• 80 plus recruitment calls per day to gain new business for monthly promotions
• Documented client information using Sei bel and CRM software, also copied, faxed, and filed information
• Data Entry, registered new clients for enrollment in current and upcoming programs
• Oversaw multiple accounts and worked diligently to meet and exceed performance goals
• Built and maintained productive relationships with customers and internal partners
• Acted as main point of contact in matters relating to client concerns and needs
• Developed successful customer relationships and quickly resolved service requests to increase sales
• Sourced new opportunities to introduce products and services to potential customers.

• Provided leadership and guidance to a team of 25 employees.
• Trained new personnel on proper job functions and safety protocols.
• Addressed conflicts between staff members in a timely manner.
• Conducted regular departmental meetings with staff to ensure effective communication and collaboration.
• Student Assistance Authority for financial aid information.
• Monitor employees work breaks, lunches and logging in and out. Supervise temp employee investigators that consisted of 13+ representatives.
  ▪ Take supervisor complaint calls to help resolve issues, troubleshoot, and advocate for customers with other New Jersey Higher Education Departments , such as loan originations, accounting and the help line.
  ▪ Review financial statements to reduce payments. Also grant recent graduation and hardship deferments.
  ▪ Send stop garnishment orders to places of business.
  ▪ Arrange payment options for defaulted loans.
  ▪ Complete DOD Military Forms and submit for Military Order request.
  ▪ Perform outbound collection calls on consolidated and pending charges off loans.
  ▪ Enter data in mainframe system, and upload campaigns for the Auto Dialer Phone
  System, Rehabilitation, Mandates, Callbacks, Broken Promises, and Specials for Felp and NJ/CLASS.

• Analyzed delinquent mortgages for potential foreclosure proceedings or loan modification options.
• Verified that all applicable laws were followed during the origination process.
• Prepared reports summarizing account activity for management review.
• Responded promptly to requests from government agencies or other third parties.

Loan servicing provider, has been actively engaged in mortgage loan servicing and subserving.

Responsibilities:

● Perform 120 inbound/outbound calls using auto dialer phone system. Collections

Calls to loan borrowers advising of mortgage payments due used aggressive, but

customer friendly approach to arrange payments.

● Reviewed financial information such as monthly earnings monthly expenses to

determine if eligible for repayment plans.

● Set payment expectations with objective to bring account current and up to date.

Processed check by phone payments using DFT4 Payment Screen in Director

System.

• Maintained accurate records of all collection activities in the computer system.
• Performed skip tracing activities using various databases such as credit bureaus, county courts.
• Attended training sessions to stay abreast of changes in industry regulations related to collections practices.
• Negotiated repayment terms with customers based on their individual circumstances.
• Provider of banking, mortgage, investing, credit card, insurance, and consumer and commercial financial services.
  ▪ Performed inbound and outbound collection calls for Wachovia.
  ▪ Used aggressive, yet courteous, approach to get customers to pay past due accounts.
  ▪ Documented client information using Accurint, CACS, TSYS, Emerald and LexisNexis collection software.
  ▪ Advised Wachovia customers on available payment alternatives, negotiated payment plans, and responded to their inquiries.
  ▪ Managed Wachovia customers accounts to ensure the collection of overdraft bank accounts, bank loans and mortgage loans.
  ▪ Multi-tasked by speaking on the phone, checking documents, typing on the computer and navigating through different screens.
  ▪ Made over 180 in/out bound calls a day, getting remaining balance on payments over the phone and giving settlement offers per Wachovias percentage guidelines.
  ▪ Handled over 200 Dialer calls in an eight hour shift using predictive dialer system.