JEANNIE SENESE

Lead the Customer Account Floor with a team of 30 Collection Analysts. Train all new Analysts that come into the department, as well as perform their call coaching and evaluations. In managing Customer Accounts, I handled all the escalated calls to help with customer dissatisfaction.

• $10 Million year over year improvement in charge-offs earned by refining the effectiveness and efficiency of collection activities.
• $4.7 Million saved by reducing the volume of accounts charged off at 120 days past due.
• Identify the root cause of delinquency and provide options for satisfying the loan requirements.
• .64% Delinquency rate due to focusing on solutions to help mitigate delinquency and bring accounts current.
• Maintain high levels of decision making to ensure the best possible outcome, while utilizing negotiation skills.
• Coached team members in techniques necessary to complete job tasks.
• Trained new team members by relaying information on company procedures and safety requirements.

Specialized position dealing exclusively with repossessed collateral, while processing the recovery, remarketing, and liquidation.

• Appropriate notice of intent sent within 48 hours of notification of repossession.
• Post all invoices to appropriate account within state guidelines.
• Follow up on all notice of stored vehicles/tows/seizures within 2 business days.
• Monitor auction inventory to minimize charge-offs
• Update repossession log daily for all newly repossessed vehicles,
• Cancel all warranties on repossessed vehicles within 48 hours of legal sale date.
• Satisfactory audit results: GLB, SOX, HNA, Federal, State, REG AB and regional.
• E-acknowledgement: Review and apply AHFC policy and procedure updates.
• Adhere to FDCPA and state collection laws.
• Complete and Apply REG-U/Compliance training.
• Effectively handle escalated calls.
• Evaluated customers' potential needs to make appropriate recommendations.
• Drafted letters, charts and financial reports to keep staff informed of progress.

Maintained a high level of professionalism regarding confidentiality and service in collections efforts. Ensuring employee assets are safe while also keeping those responsible for the unpaid assets are given the proper legal rights.

• Updated collection accounts and completed all necessary paperwork per state laws.
• Located customers via skip tracing, LexisNexis, Experian, and other tools provided by HFS/AFS.
• Negotiated payment plans with customers in order to protect HFS/AFS interests. Completed the decision making process to move forward in securing the collateral to avoid charge offs.
• Developed and maintained relationships with various repossession agencies not only in eight state regions, but throughout the United States.
• Arranged the appropriate legal action based on account analysis and approval from management.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.