Dana Gardner

Resolution Specialist

Cavalry Portfolio Services

Phoenix, AZ

12.2002 - 12.2023

Answering inbound outbound calls/ making outbound calls.
Adhering to federal and state laws and company policies
Making arrangements on the consumers accounts
Typing 60wpm
Assisting customers in any high stress situation
Knowledge of state and federal laws
Regulations is vital to ensure compliance
FCRA
FDCPA
Understanding and following the Fair Debt Collection Practices Act (FDCPA) or other applicable regulations in jurisdiction is essential to conduct debt collection activities
Utilize skip tracing tools and website's for the purpose of locating customer information
Evaluate accounts currently in legal process for any necessary next steps, as well as review of all accounts for any potential new legal activity
Contact loan customers for past due payments and discussing options in the resolution of their financial obligation. Tenacity to follow up on unpaid debts and overcome objections.
Properly and accurately notating the status of the account
Assist customer with questions about their loans and negotiate the best possible payment arrangements based on each individual circumstances
Display professionalism, tact and empathy
Negotiations
Accurately process check-by-phone and/or electronic payments
Skip tracing
Reading and reviewing credit reports (TransUnion, Equifax, and Experian)
Handling and documenting disputed and fraud accounts
Utilizing website skip tracing tools when necessary ie: TLS, Accurint, & lexis nexis
Going over court documents and or statements from credit cards
Reading judgments that were filed from the court & condition reports from auto auctions from the sale of the reposessed vehicle.
Using search engines and websites for location information
Knowledge of FDCPA standards and state laws
Following FCRA laws and pay by phone guidelines while entering customers pay by phone information
Giving the EFTA script for electronic processing
Maintain composure with difficult customer relations situations ie: handling fraud calls & disputed portions of the debt
Typing accurate notes according to the phone conversation with the customer
Proficiency with Microsoft Outlook, Excel, Word, & Google docs
Ability to solve problems and work in high pressure situations, using independent judgement and discretion
Utilizing Microsoft teams
Genisys & Cluster systems during work hours
Ability to work in high-demand environment; adaptability to change
Being able to work on a team setting and working independently with little to no supervision at home
Committed to achieving goals in a team-based setting and individual goals
Hitting metrics.