ERICA GROTA

• Managed a caseload of client accounts, focusing on recovering revenue from failed and past-due payments.

• Partnered with the Customer Success team to restore delinquent accounts to good standing.

• Responded promptly to client inquiries via email and phone, ensuring high-quality service and communication.

• Consistently achieved key performance indicators (KPIs) for case management and revenue retention, as directed by the Controller and VP of Finance.

• Conducted outreach through calls, emails, and notification letters to clients with overdue invoices, pursuing timely payment collection.

• Resolved escalated disputes involving account balances and nonpayment issues.

• Adhered to operational guidelines for contacting clients with outstanding balances, coordinating with accounts receivable as needed.

• Managed all Retail Loan collections
• Made decisions for legal action and worked with Bank's Legal Attorney on Foreclosures
• Filed, attended, and maintained all Small Claim cases
• Collected, maintained, and disposed of all collateral and foreclosed properties for both Retail and Commercial loans
• Performed collection duties and tasks while consistently following internal processes and meeting quarterly goals
• Skilled in Customer Service, Operations, Collections, Team Building and Training
• Mentored lending staff on collections
• Researched and resolved complex customer issues while negotiating immediate or extended payment arrangements
• Preparing and tracking of Loan Modifications, Adverse Actions and Loan Renewals
• Prepared lease agreements as needed and was the direct contact for several business tenants leasing Bank Owned property
• Successfully maintained less than 1% delinquency

• Provided superior customer service to internal and external clients
• Assisted three Executives daily needs
• Managed calendars and scheduled/rescheduled meetings
• Reviewed, prioritized, and responded to emails
• Returned phone calls, organized documents, and maintained records
• Conducted research, prepared reports, and arranged travel accommodations
• Assisted with Projects and Coordinating Events

• Assisted the Collections Manager and Senior Vice President of Business Banking
• Created and maintained client files
• Prepared and mailed correspondence
• Worked closely with the Bank's Legal Firm on Foreclosure files
• Prepared and maintained legal files, reports, meeting agendas and documents

• Assisted in the transition of paper to digital loan files
• Electronically sorted and filed loan documents
• Assisted in various projects within the department