Jennifer Watson
Salado,USA
Summary
Dynamic and goal-driven Collections Manager with over 20 years of experience in customer service, collections, and call center operations, poised to contribute to a results-oriented organization. Proven track record in supervising, coaching, and developing teams of 15+, leveraging creative collection psychology and effective communication strategies to maximize payment recovery. Self-directed leader with a strong customer-centric approach, consistently exceeding departmental goals while fostering team motivation and morale. Prepared to implement innovative processes that enhance efficiency and retention in fast-paced environments, ready to support organizational growth and success.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Operations Collections Manager
Stellantis Financial Services-Houston, TX
05.2023 - Current
- Plan, direct, and coordinate the day-to-day operations of a business
- Manage the flow of products, from packing and shipping to replenishment
- Train new and seasonal employees
- Anticipate and address operational risks
- Balance the responsibilities of different business lines
- Support operational leadership in various departments
- Oversees the day-to-day operations of a company's collections department, ensuring efficient and compliant debt recovery by developing and implementing strategies to maximize collection rates, managing a team of collection agents, monitoring performance metrics.
- Resolving complex customer issues, all while adhering to company policies and legal regulations.
Collections Coordinator/Supervisor
Kohl's Corporation-San Antonio, TX
08.2014 - 05.2023
- Manages the staff and activities relating to the collection and adjustment of delinquent accounts to include the handling of the day-to-day staffing and personnel issues exercising discretion and independent judgment with limited supervision; serves as primary point of contact for clients for any operational questions or issues; performs all client reporting and service level deliverable; and performs Collector file reviews to ensure work standards. Coaches a team of 15 plus outbound associates.Manages staff and activities involved with severely delinquent account collections to include monitoring and verifying work schedules and attendance records; conducting performance evaluations; providing coaching, counseling, and discipline; and resolving personnel related issues.
Collection Supervisor II
Wells Fargo Home Mortgage-Milwaukee, WI
10.2009 - 08.2014
- Oversee Collections/Liquidation Department, Management team that included Supervisors/Team Leads and Representatives; we solved and created resolution of problem within mortgage collection department.
- That included calling customers on a routine call systems with expectation within a performance metric created by each department for obtainable goals.
- Perform weekly one on ones which included performance managing, new system training and
- Facilitating/communicating all new policy and procedures with all team members.
- Oversee the communication to management regarding new policy and procedures and opportunity from
- FHA, Conventional and private mortgages loans
- Manage, evaluate, develop and implement credit resolution policies and procedures, including business systems and reporting.
- Manage, lead and motivate direct reports and their teams for success. Provide leadership and guidance regarding legal matters, including the coordination of litigation of problem credits, foreclosures, bankruptcies and deficiencies.
- Develop, plan, and implement Customer First standards for the Credit Resolution department.
- Stay abreast of industry and regulatory changes, keeping executive management informed of these changes and making recommendations for policy and procedural changes as needed.
- Serve as subject matter expert for the Bank.
- Develop and participate in seminars and presentations throughout the Bank regarding management of adverse retail, mortgage loans, mortgage credits and overall credit quality.
Collector Team Lead
Wells Fargo Home Mortgage-Milwaukee, WI
09.2008 - 10.2009
- Intercede with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as assignments, reassignments, promotions, tour of duty changes, peer reviews, coaching, facilitate, solve work problems, and participate in the work of the team
- Handle escalated calls and emails regarding difficult situation
- Prepare reports and maintain records of work accomplishments and administrative information
- Reported to the supervisor on individuals' work accomplishments, problems and work processesCoordinate the preparation, presentation, and communication of work-related information to thesupervisor
Collection & Retension Specialist
Guaranty Bank-Milwaukee, WI
01.2006 - 08.2007
- Perform collection administrator duties supporting the recovery department. Negotiating on past due accounts, assist with Auto Repossessions and find payment solutions for customers.
Commercial Client Service Representative
Bank One-Milwaukee, WI
03.2002 - 01.2006
- Initiated wire transfers, money orders and account research for specified portfolios. Supported specific
- Commercial Clients as a single point of contact. Created customer support groups to ensure Commercial
- Client needs were met.
- Specialized Training
- Training in multiple Leadership programs.
- Coaching 101
- Crucial Conversations
- Dealing with difficult behaviors
- Coaching & Developing
- Providing and receiving feedback
- Customer Relations
- Discussions that Matter
Education
High school diploma -
Skills
- Team leadership experience
- Talent acquisition expertise
- Analytical problem solving
- Performance management expertise
- Call center leadership
- Process optimization expertise
- Past due balance management
- Risk assessment capabilities
- Customer service management
- Exceptional organization
Certification
CBS Coaching and Development Certified
Timeline
Operations Collections Manager
Stellantis Financial Services-Houston, TX
05.2023 - Current
Collections Coordinator/Supervisor
Kohl's Corporation-San Antonio, TX
08.2014 - 05.2023
Collection Supervisor II
Wells Fargo Home Mortgage-Milwaukee, WI
10.2009 - 08.2014
Collector Team Lead
Wells Fargo Home Mortgage-Milwaukee, WI
09.2008 - 10.2009
Collection & Retension Specialist
Guaranty Bank-Milwaukee, WI
01.2006 - 08.2007
Commercial Client Service Representative
Bank One-Milwaukee, WI
03.2002 - 01.2006
High school diploma -
Similar Profiles
Ana RangelAna Rangel
Senior User Acceptance Testing Specialist at PULSE, a Discover Financial Services Company - Houston TXSenior User Acceptance Testing Specialist at PULSE, a Discover Financial Services Company - Houston TX
Stacey SeylerStacey Seyler
Hospital Services Tech II at American Red Cross Blood Services - Houston, TXHospital Services Tech II at American Red Cross Blood Services - Houston, TX
Elizabeth RangelElizabeth Rangel
Construction Worker at AHV Contractor Services LLC | Houston, TX ConstrucConstruction Worker at AHV Contractor Services LLC | Houston, TX Construc
Melissa WynneMelissa Wynne
Business Analyst / Product Owner at FiservBusiness Analyst / Product Owner at Fiserv
JESS MALLJESS MALL
Home Inspector/Marketing Assistant at Doyenne InspectionsHome Inspector/Marketing Assistant at Doyenne Inspections