Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Faust

Milton,FL

Summary

Driven Delinquency Control Counselor IV with a proven track record at Navy Federal Credit Union, achieving a high success rate in reducing overdue balances through financial counseling and negotiation techniques. Excelled in a fast-paced environment, demonstrating exceptional problem-solving skills and empathy.

Overview

5
5
years of professional experience

Work History

Delinquency Control Counselor IV

Navy Federal Credit Union
08.2022 - Current
  • Collected on delinquent accounts to reduce overdue balances.
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Contact and counsel delinquent members in attempt to cure delinquency by utilizing all payment options and tools.
  • Explain and counsel members on all options to help bring accounts current.
  • Review options for sale of collateral and voluntary repo, process of deficiency balance refinance.
  • Obtain detailed financial information from delinquent members and offer solutions and alternatives to prevent bankruptcy/charge off.
  • Effective verbal and written communication skills.
  • Effective skills in exercising initiative and using good judgment to make sound decisions.
  • Perform internal, ach or speedpay payments to help members pay accounts and to schedule solid promise to pays.
  • Effective skills maintaining composure in a high production and ever changing environment.
  • Knowledge of applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage, equity loans, savings/checking accounts.

Site Lead

Decypher Technologies
02.2020 - 08.2022
  • Managed project timelines, ensuring successful completion within budget and on schedule.
  • Updated Standard of Operations (SOP) as new information became available or changes to DHA applied.
  • Answer all incoming calls and handled all escalated calls from other clerks.
  • Collaborated with other Site Leads to share best practices and improve overall company performance.
  • Developed effective communication channels between onsite teams and offsite management staff.
  • Improved site efficiency by implementing streamlined processes and procedures.
  • Provided onsite training to help develop employee skills.
  • Guided employees and contractors in task completion, offering assistance to meet tight deadlines.
  • Resolved issues among team members to keep employees on task.
  • Developed work schedules for team members to maximize shift coverage.
  • Trained new team members on site policies and procedures.
  • Covered the department when short staffed
  • Verified patient eligibility and enrollment status, scheduled/rescheduled or canceled appointments for the MTF as well as outlying clinics.
  • Entered and scheduled mammogram orders for our beneficiaries as well as our VA veterans.

Education

No Degree - Accounting And Business Management

University of Alaska Fairbanks
Fairbanks, AK

Skills

  • Self Starter
  • Financial Counseling
  • Motivational Interviewing
  • Negotiation Techniques
  • Empathy Development
  • Adaptable and flexible to change
  • Teamwork and Collaboration
  • Problem-Solving
  • Call center experience
  • Stress Tolerance
  • Proficiency in CACS, TSYS, UAD/USD, Vintek, Extension Database, Microsoft Office, and Excel

Timeline

Delinquency Control Counselor IV

Navy Federal Credit Union
08.2022 - Current

Site Lead

Decypher Technologies
02.2020 - 08.2022

No Degree - Accounting And Business Management

University of Alaska Fairbanks

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Jennifer Faust