John Mackie

• Analyzes collector's effectiveness and submits recommendations to management
• Managed Bankruptcies and legal pending accounts
• Approve repo assignments and invoices
• Tracks repossessions and redemptions
• Manages repossession letters for compliance purposes
• Assist Collection Supervisor or Assistant Manager with escalated calls
• Acts as System Administrator for Passtime Software and Payment Vendor Systems.
• Served as trusted advisor to executive leadership on matters related to collections and account management, providing valuable insights and guidance.
• Established clear performance expectations for collections staff members, fostering environment focused on accountability and results-driven action plans.
• Assist with implementation of training and cross-training for Collection Team to enhance individual development in service, interpersonal, and technical skills
• Special projects require investigating, designing, and implementing new procedures and practices
• Reduced delinquency rates through vigilant monitoring and proactive communication with clients.
• Conducted regular account reviews to identify high-risk clients and adjust collection strategies accordingly.

• Supervises team of collector employees; monitors evaluate, and scores employee performance in items, collection calls, volume of calls, and quality control
• Guides, reviews, and initiates workflow and ensures compliance with company policies and procedures
• Serves as senior resource of department, addressing issues and questions cross-departmentally
• Maintained spreadsheets for tracking data and account reviews and monitored for quality
• Complete charge-offs, delinquency analyses, and exception reports for executive team monthly
• Provide guidance and training for employees
• Review legal situations with Collection Manager and executives for bankruptcies and potential foreclosures
• Act as System Administrator for Akcelerant, Allied software for CPI, and Passtime GPS.
• Resolved escalated collection cases by working closely with legal teams and providing necessary documentation support during litigation processes.
• Improved customer relationships with tactful negotiation skills and empathetic communication techniques.
• Managed a diverse portfolio of clients, ensuring timely follow-up on outstanding debts while adhering to ethical debt collection practices.

Conducts detailed in-office investigations to locate parties, verify employment, and determine assets

• Prepares documents relating to legal and administrative actions to establish or enforce child support orders
• Negotiates lump sum payments from noncustodial parents who owe past due child/medical support
• Approve and negotiate out-of-court settlements and agreements with parties
• Monitors child support cases and refers delinquent cases for appropriate enforcement action(s)
• Documents all case actions taken using appropriate agency tools, including but not limited to Texas Child Support Enforcement System (TXCSES), case/court documents
• Reviews and maintains child support virtual files for accuracy in Enterprise Content Management (ECM) repository
• Review cases to determine if cases are eligible for closure
• Provides training and guidance for employees
• Review all Child Support Employees' collection queues and delinquency percentages.
• Served as a trusted advisor to executive leadership on matters related to collections and account management, providing valuable insights and guidance.