Erin Grams-Lorange
Haslet
Summary
Hardworking, self-motivated, high-performing professional with 15+ years in the automotive finance industry. Trained in project and time management with extensive knowledge of service delivery and proven multitasking abilities. Great attention to detail skills and committed to maintaining professional relationships with clients to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Service Members Civil Relief Act Specialist
Santander Consumer USA
09.2023 - Current
- Review and process approved and declined SCRA coverage
- Prepare, research and process requests from borrowers applying for the interest rate reduction under SCRA
- Validate receipt of borrower’s military documents and ACTIVE-DUTY information
- Evaluate SCRA against federal guidelines(DMDC) conduct mandatory quarterly and monthly analysis.
Credit Bureau Reporting Representative
Santander Consumer USA
08.2021 - 09.2023
- Investigate and respond to credit bureau disputes and/or investigate and correct accounts as applicable
- Maintain current knowledge of CDIA guidelines for reporting and responding to disputes
- Respond to Adverse Action requests, including responding directly to the consumer
- Investigate and respond to inquiry removal requests, including responding directly to the consumer
- Submit manual updates to CRAs for major account status changes
- Investigating account transactions and account histories in multiple programs.
Customer Service Representative
Santander Consumer USA
09.2014 - 08.2021
- Entered customer interaction details in system to track requests, document problems and record solutions offered
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Customer Service Representative
Mouser Electronics Inc.
09.2013 - 09.2014
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Achieved and consistently exceeded revenue quota through product and service promotion
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Responded to customer requests for products, services and company information.
Remarketing Specialist
Mercedes Benz Financial Services
03.2007 - 09.2013
- Forecasted marketing trends based on previous data to adjust campaigns and maximize sales
- Created documentation outlining research findings for use by project managers, customers and other remarketing staff to make accurate decisions about future plans
- Collected sales data using various research methods to broaden results and optimize marketing strategies
- Worked closely with all product development departments to create and maintain marketing materials for sales presentations and client meetings
- Implemented updated remarketing procedures to rectify issues in data collection and analysis, resulting in accurate results.
Education
High School Diploma -
Bigfoot High School
05.1997
Skills
- Complaint resolution
- Report preparation
- Inbound and Outbound Calling
- Technical Support
- POS systems expert
- Creative problem solving
- Good listening skills
- Recordkeeping strengths
Timeline
Service Members Civil Relief Act Specialist
Santander Consumer USA
09.2023 - Current
Credit Bureau Reporting Representative
Santander Consumer USA
08.2021 - 09.2023
Customer Service Representative
Santander Consumer USA
09.2014 - 08.2021
Customer Service Representative
Mouser Electronics Inc.
09.2013 - 09.2014
Remarketing Specialist
Mercedes Benz Financial Services
03.2007 - 09.2013
High School Diploma -
Bigfoot High School
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