Gregory Wade
Dallas,TX
Summary
Seasoned call center professional with over 10 years of collections, loss mitigation, team lead and conflict resolution in the Financial Services Industry. Highly skilled in complaints management, customer experience , negotiations and people management.
Advocate in positive collaboration, team building and communication.
Overview
10
10
years of professional experience
Work History
Sr Collections Lead
Credit Union Of Texas
Allen, TX - Texas
07.2019 - Current
- Managed 60-100 calls daily via inbound and outbound.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Trained new team members on scripts, company services and collection strategies.
- Assisted with escalation calls from team.
- Lead/Facilitated Team Meetings and Jumpstart's.
Late Stage Account Manager
Flagship Credit Acceptance
Irving, TX
09.2018 - 04.2019
- Maintained high volume of calls and met demands of busy and productive group.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used skip tracing and other techniques to locate debtors.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Handled 50-80 calls per day to address customer inquiries and concerns
Loss Mitigation Specialist (Team Lead)
EXETER
IRVING, TEXAS
09.2017 - 09.2018
- Managed and maintained large portfolio of at risk accounts to help minimize companies financial loss by 10-20% monthly.n
- Assist customers in obtaining the right plan of action to become financially stable
- Organizing team meetings and helping active Team Manager with their assigned company projects
- Train incoming "New Hires" with current job curriculum tools to become successful once on the floor.
- Controlled loss by assessing risk, conducting system analysis and recommending policy solutions.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
Senior Collector
SANTANDER
LEWISVILLE, TEXAS
03.2015 - 09.2017
- Collect on accounts in accordance with all state and federal laws inclusive of Fair Debt
- Collection Practices Act (FDCPA)
- Handles skip trace and repossession activity on pre charge off accounts
- Administer collection tools provided including, but not limited to, extensions, hardship modifications, reinstatements, and repair claims to make the best business decision.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Escalation Manager
ADT
IRVING, TEXAS
04.2014 - 03.2015
- Build long-term relationships by building rapport to generate revenue for ADT and to retain customers
- Resolve customers' issues with reasonable solutions, such as compensation for loss of services, replacements, courtesy reparations, etc
- Create payment plans for delinquent customers or those facing financial difficulties
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Spoc Agent
GREEN TREE/ DITECH, Single Point Of Contact
FORT WORTH, TEXAS
04.2013 - 04.2014
- Managed large portfolio of subprime mortgage loans ranging from 200-400k to ensure they are serviced properly
- Helping customers fill out Uniform Borrower Assistance(UBA's) packages
- Monitoring the Deed in Lieu and short sale process overseeing that the proper accounts are processed into foreclosure
- Liaised between new customers and various departments throughout organization.
Home Retention Specialist
Bank Of America
Fort Worth, TX
04.2012 - 04.2013
- Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
- Explained different types of loans pertaining to client situations.
- Fielded customer complaints and provided solutions.
- Planned and dealt with payment schedules.
- Reviewed loan files and updated to match current standards.
Education
A&M - Business Marketing
Texas A&M University - Commerce
Commerce, TXSkills
- Call Center Operations
- Ethical Awareness
- Customer Service
- Negotiation and Resolution
- FDCPA Compliance
- Conflict Resolution
- Analytical and Critical Thinking
Timeline
Sr Collections Lead
Credit Union Of Texas
07.2019 - Current
Late Stage Account Manager
Flagship Credit Acceptance
09.2018 - 04.2019
Loss Mitigation Specialist (Team Lead)
EXETER
09.2017 - 09.2018
Senior Collector
SANTANDER
03.2015 - 09.2017
Escalation Manager
ADT
04.2014 - 03.2015
Spoc Agent
GREEN TREE/ DITECH, Single Point Of Contact
04.2013 - 04.2014
Home Retention Specialist
Bank Of America
04.2012 - 04.2013
A&M - Business Marketing
Texas A&M University - Commerce
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