Gwendolyn Philon
Ellenwood,GA
Summary
Dependable, skilled, energetic professional with several years of experience in customer service and collections. Excel in leadership, communication, and conflict resolution. Considered a devoted, valuable, and hardworking employee by supervisors and peers, due to improving the organization's performance and enhancing workflow efficiency.
Overview
19
19
years of professional experience
Work History
Team Leader-Customer Service/Collections
Ameris Bank
Atlanta, GA
08.2011 - 10.2024
- Provided customer service by respecting and explaining to the banks customers the policies and procedures. The customer service provided was based on learning, interpreting, and applying policies and procedures, regulations, in some cases court decisions as well as federal, state, and local laws, along with other federal organizations governing banks.
- Collect on delinquent loans and returned checks from customers who have not resolved their obligations in response to prior correspondence or other contact. Conducts interviews with customers and/or their representatives, including attorneys, as part of the investigative process of collecting delinquent loans and securing delinquent payments.
- Perform credit and financial analysis of the customer's financial records to determine the customer's financial condition and ability to pay outstanding loan obligations, and prevent future delinquencies. Analyze financial information and go over assets. Discuss the bank's standards and provide guidance on a range of financial alternatives to assist customers in identifying options that could help resolve delinquent loan obligations, including payment agreements, deferments, or temporarily suspending collection actions. For business loan customers, analyze financial statements that include balance sheets, income statements, and profit and loss statements to determine their ability to repay.
- Perform financial investigations, along with additional skip tracing options, in situations where customers are unwilling to be upfront and honest concerning assets and sources of income. Searches public records, social media, and financial and credit information to locate other assets. Obtain other financial information from the customer, financial institutions, or other third parties. Discuss the loan with internal and external advisors, analysts, or attorneys to determine other resources for repayment of the delinquent loan and develop a reasonable plan of action to resolve the delinquent loan.
- Plan and take appropriate enforcement actions to secure a judgment of the outstanding balance or collateral that secures the loan. Prepare file so the attorneys can take appropriate enforced collection action through judicial actions in order to obtain liens on other assets, seizures, or garnishments. If collateral is secured for repayment of the delinquent loan, perform an assessment of the collateral to determine the value and prepare for disposal in order to resolve the outstanding amount or a portion of the delinquent loan.
Childcare Provider
US Army Family Childcare
Schofield Barracks, HI
01.2008 - 07.2011
- Assisted in developing and implementing lesson plans to meet the individual needs of each child.
- Provided a safe, nurturing and stimulating environment for children to learn and grow.
- Maintained daily records of activities, behaviors, meals and naps.
- Observed children's behavior and development, communicate information with parents.
- Organized age-appropriate activities such as games, arts and crafts and outdoor play.
- Taught basic skills such as personal hygiene, social manners and appropriate behavior.
- Provided short-term and long-term extended care for children of deployed parents.
- Developed positive relationships with families by communicating regularly about their child's development.
Consumer Loan Officer
CitiFinancial-CitiGroup
Columbia, SC
07.2005 - 12.2007
- Established relationships with borrowers, lenders, and third parties involved in the loan process.
- Assisted clients in completing loan applications accurately and completely.
- Reviewed loan applications for accuracy and completeness.
- Verified assets and liabilities of potential borrowers.
- Analyzed applicants' financial status and credit and property evaluation to determine feasibility of granting loan.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Approved loan within specified limits or referred to appropriate approval level.
- Maintained knowledge of current industry trends related to consumer lending practices.
- Identified opportunities for product improvement based on market research data.
- Advised customers on various options available for their particular financing needs.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Delivered high levels of customer service to facilitate smooth processes.
Education
Some College (No Degree) - Business Administration and Management
George C Wallace Community College - Dothan
Dothan, ALSkills
- Attention to Detail
- Analytical Thinking
- SOP Adherence
- Documentation And Reporting
- Collections expertise
- Positive and professional
- Customer Relations
- Patience and Persistence
Affiliations
- Volunteer with food distribution with our local food bank.
- Participate with various outreach projects in my local community.
- Help the elderly and disabled veterans in my community.
Timeline
Team Leader-Customer Service/Collections
Ameris Bank
08.2011 - 10.2024
Childcare Provider
US Army Family Childcare
01.2008 - 07.2011
Consumer Loan Officer
CitiFinancial-CitiGroup
07.2005 - 12.2007
Some College (No Degree) - Business Administration and Management
George C Wallace Community College - Dothan
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