Jimmy Yu

• In the Card Lending Services Department, as an inbound agent. I made judgmental credit decisions for a credit line increase or new line of credit that is presented by the customer from their submitted application, based on the information
• In September, I transitioned into a new role within the Online Fraud Claims Team. In this role I provide support on Retail or Business Consumers who are reporting fraudulent activity on their accounts.
• Create and/or update Fraud cases on submitted cases for unauthorized transactions.
• Provide responses to Fraud alerts and customer verification, by asking probing questions to identify the customer/business and validate the claim process.

• Oversaw the Reinstatement team for Collections and Loss Recovery departments. Monitored the percentage of accounts reinstated after the vehicle was repossessed to ensure it was the best business decision to reinstate the account, and performed account audits to ensure all documentation related to the repossession of the vehicle was completed within a timely manner
• Evaluated current processes for improvement opportunities that would save the company’s net credit losses that would align with meeting the department's KPIs.
• Pulled daily and weekly reports from Tableau and sent updates to the team with MTD and YTD results, in addition I monitored and reviewed daily reports that showed the agent call contacts for feedback and ensured the team lead or I provided coaching opportunities.
• Coached, managed, developed, and trained associates to achieve expected department results. This included reviewing recorded and live calls for areas of excellence and areas of opportunity. I logged and tracked attendance for my team, providing coaching when necessary (up to and including disciplinary action).
• Handled high-level escalation issues, including executive complaints, from transfer calls from the team or from the executive level. I reviewed the complaint and provided a response to the customer regarding their questions or concerns of the department’s processes/procedures or services.
• Oversaw the Questionable Repossession Review claims. I reviewed the claim and customer's account, and provided my assessment of the actions to the recipient and/or our Legal/Compliance/Audit departments with root cause analysis and resolution.
• Worked closely with the repossession vendors on fee negotiations and that service standards were met. Monitored repossession fees were accurate, and submitted disputes to the vendor for correction when needed. In addition, I worked with our Remarketing team to arrange transport of the vehicle and sale of vehicle at auction.
• Responsible for creating and updating Policies and Procedures for the department.
• Oversaw the handling of Hardship Modifications for customer accounts and ensured the correct documents were sent to customers through DocuSign and updated the tracking system
• Assisted manager in day-to-day managerial tasks and acted in the capacity of the manager in their absence.

Senior Customer Account Representative – Collections

• Transitioned to Senior over the Quality Assurance team, where I supervised a team of five Quality Assurance Representatives who monitored and evaluated calls and account reviews for the department.
• Conducted audits on the accounts and calls reviewed for the department and provided feedback and coaching on the area(s) missed and offered a solution. In addition, I reviewed requests received from the department leadership and offered feedback from the review requests.
• Responsible for new hire training, certification of new hires, department refresh training courses, and updated training material.
• Worked with leadership in managing the operating of customer account system (Siebel), opening and follow-up of system issues on the floor from system updates by communicating with the department.
• Performed account audits to ensure department processes were followed. Also worked with Legal and Compliance departments on State Exam Document audits, to ensure company processes were completed and provide feedback from account review findings.
• Pulled reporting for customer complaints that were received, and provided resolution or send follow-up for resolution. Logged and tracked vendor complaints, followed up with our vendors/forwarders for root cause analysis and resolution. In addition, I wrote test cases and tested of any system upgrades/updates in our customer account information system (Siebel).
• Negotiated and collected on accounts between 90 days - 120 days past due, performed advanced skip tracing to locate the customer or collateral. Communicated with third parties to locate customer information or contact with the customer.
• Supervised a team of five Customer Account Representatives, and reviewed accounts submitted for repossession to ensure all state, federal, and company processes were followed. In addition, I worked with the Transaction Processing department on research of missing payments to customer accounts and accurate reporting to all 3 major credit bureaus.
• Responsible for monitoring daily availability in CC Pulse, performance stats and address areas of improvement and provide feedback on a job well done
• Motivated low performers to improve work performance to be in line with department standards

Customer Account Representative – Collections

• Negotiated and collected on accounts between 45 days - 89 days past due to avoid repossession, performed light skip tracing to locate the customer or collateral.
• Submitted accounts for repossession review to my senior if unable to successfully cure the account.
• Followed up with the repossession agent for updates or provide additional information that would assist in the recovery of the vehicle.
• I transitioned to Impound representative in 2002. I handled all lien notices received for the department. I was responsible for contact with tow companies or body shops to ensure the vehicle was released to the registered owner or Nissan to avoid lien sale. In addition, I negotiated on the fees due to help with losses, while making sure the vehicle was not lien sold. Also made contact with our customer to inquire on their intention of picking up the vehicle.
• Made contact with insurance company on total loss cases, to inquire if a claim was processed or create a lien holder claim. Followed up on claim status and insurance receivables.
• I was promoted to Quality Assurance in 2004. I was responsible for evaluating calls for the collections department (local and Genpact). Provided feedback on call handling, and coaching opportunities to enhance the caller's experience and account handling.