Summary
Overview
Work History
Skills
Certification
Affiliation
Professional Development
Timeline
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Clarice Gary

Indianapolis

Summary

A highly qualified and goal-oriented professional, with an extensive background in collections and call center management. A proven aptitude in working collaboratively with multiple cross-functional teams, communicating with key stakeholders, and directing all aspects of job functionalities using knowledge and experience. A top-performing and dedicated producer, who enhances collection operations for continued improvement and meets short- and long-term objectives.

Overview

19
19
years of professional experience
3
3
Certifications

Work History

Senior Collection Manager

Navient
01.2007 - 01.2022
  • Managed multiple teams to address the various stages on delinquency and collections of student loan debt
  • Reliably reduced the monthly quota debt from $1B to $700M, averaging over 30% reduction
  • Authored policies and procedures related to the collector’s behavior in accomplishing the goals
  • Contributed to a strategy that effectively trained the collectors, and developed the marketing programs, and communication channels to elevate customer engagement for the state of Indiana
  • Created and delivered financial literacy education programs to parents to prepare their children to enter higher education
  • Managed a staff of 5-10 Unit Collections Managers, 2-4 Senior Collections Specialists and 75-150 Collection Representatives in Student Loan first party collections
  • Consistently hit targeted monthly goals for upwards of $4 billion portfolios of delinquent student loan accounts ranging from 1-210 days past due
  • Collaborated across business lines to assist with the development, testing, feedback, implementation, and training of Artiva and Noble systems
  • Assists the management in developing, implementing, and revising departmental policies and procedures
  • Conduct routine scheduled meetings with teams to ensure consistency, ongoing education, and procedures
  • Ensures payments collected and posted by Specialists are reconciled daily
  • Monitored and audited monthly incentive reporting and allocate representative and manager incentive payouts accordingly
  • Strategized account dialing schedules to optimize collector performance
  • Listened to collection calls and monitor accounts to draw out training and development items to be delivered to staff members
  • Provided developmental learning opportunities for Unit Collections Managers and Senior Collections Specialists in management skills and operational business practices
  • Drew conclusions and developed solutions from issues brought forward from staff members, ensuring items are understood with depth and handled appropriately
  • Assisted in hiring processes for subordinate roles and ensured monthly staffing levels were achieved for assigned delinquency ranges
  • Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about the personal identity, empathy, and humility to interpersonal interactions
  • Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim learn
  • Strong sense of accountability to equitable practices
  • Understanding of the impact of identity dynamics on organizational culture
  • Maintained a rolling average of 120% to team goal
  • Provided representative development in areas of negotiations, compliance, and account resolution
  • Created and implemented department contests and motivational activities to ensure goals were met
  • Partnered with Operations and Training departments to ensure consistency in following best practices
  • Supported Representatives by answering questions, coaching talk-off strategies and second voicing accounts
  • Provided monthly employee reviews with staff to ensure continued performance goals were achieved
  • Participated in monthly management development courses through Achieve Global training program.

Unit Collections Manager

ARROW FINANCIAL SERVICES
01.2004 - 01.2007
  • Provided representative development in areas of one-call resolution, negotiations, and compliance
  • Created and implemented department contests and motivational activities to ensure team goals were met
  • Partnered with Operations and Training departments to ensure consistency in following best practices
  • Supported Representatives by answering questions, coaching resolution strategies, and handling escalated accounts
  • Provided monthly employee reviews with staff to ensure continued performance goals were achieved
  • Participated in monthly management development courses through Achieve Global training program
  • Recipient of the 2005, 2007 Circle of Excellence Unit Manager of the Year Award

Account Representative

ARROW FINANCIAL SERVICES
01.2003 - 01.2004
  • Properly negotiated payment on consumer debts
  • Adhered to Fair Debt Collections Practices Act practices and policies
  • Participated as a member of the Capital One and GE Moneybank team by assisting with team goals and second voicing escalated accounts to resolution
  • Served as a Phase 1 Mentor for new employee training
  • Recipient of the 2003 Circle of Excellence Collector of the Year Award

Skills

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Certification

Ball State University Organization Management 2010

Affiliation

The Boys and Girls Clubs of America

Professional Development

  • Operational and Organizational Management - 2010
  • Program Manager - 2011

Timeline

Senior Collection Manager

Navient
01.2007 - 01.2022

Unit Collections Manager

ARROW FINANCIAL SERVICES
01.2004 - 01.2007

Account Representative

ARROW FINANCIAL SERVICES
01.2003 - 01.2004
Ball State University Organization Management 2010
The Executive Leadership Mentorship Program - 2013
Mentor of the Executive Leadership Mentorship Program - 2015

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Clarice Gary