John Porter
Anderson
Summary
Dynamic professional with extensive experience in account servicing at Merchants Acceptance Corporation, excelling in team leadership and negotiation. Proven track record of implementing effective collection strategies, enhancing recovery rates, and fostering strong customer relationships. Skilled in data analysis and compliance, driving operational excellence in high-pressure environments.
Overview
33
33
years of professional experience
Work History
Manager of Account Servicing
Merchants Acceptance Corporation
10.2014 - 02.2024
- Directed the Account Servicing Department, managing collections and customer service for a large direct sales financing portfolio.
- Developed and implemented standardized payment plans and promotional suspension programs to drive recoveries and bring delinquent accounts current.
- Reviewed delinquency metrics and portfolio trends using DOMO to develop targeted collection strategies and set performance goals.
- Identified high-risk accounts for charge-off or escalation to legal action, minimizing losses and improving portfolio quality.
- Worked closely with debt settlement companies and consumer credit counseling firms to resolve delinquent and charged-off accounts.
- Collaborated with the Legal Department to support legal collections, including garnishments, summons and complaints, and court-ordered actions.
- Performed skip tracing to locate assets and verify service addresses for legal proceedings and recovery efforts.
- Assisted the Credit Department by analyzing prior loan performance to assess credit risk and support underwriting decisions.
- Retained accounts by re-engaging with customers during the 3-day right-to-cancel period—successfully re-sold the value of products and services, saving numerous loans from cancellation.
- Supervised, trained, and mentored staff; conducted hiring, onboarding, performance reviews, and disciplinary actions.
- Organized staff-building activities and motivational contests to boost morale, encourage productivity, and maintain a positive team environment.
- Responded to credit bureau disputes via e-OSCAR, ensuring accurate data reporting and timely resolutions.
- Led internal fraud investigations, working with compliance and external parties to resolve issues.
- Ensured adherence to FDCPA and internal policies, maintaining full regulatory compliance.
- Leveraged various collection platforms and Microsoft Office Suite (Word, Excel, Outlook) to manage daily operations and generate reporting.
Legal Collection Supervisor
Kirkland Law Group
07.2012 - 10.2014
- Managed a team focused on legal recovery efforts for delinquent consumer accounts, coordinating directly with attorneys and legal staff.
- Worked closely with ABC Legal Services to receive real-time updates when customers were served with a summons and complaint, enabling timely outreach to make a final appeal for voluntary payment before further legal action.
- Oversaw preparation and processing of legal documents, including summons and complaints, and garnishment orders.
- Conducted skip tracing and asset verification to support litigation and judgment enforcement.
- Worked closely with courts, process servers, and clients to ensure timely and accurate case handling.
- Maintained compliance with FDCPA and state collection laws throughout the legal collections process.
- Played a key role in transitioning cases from standard collections to legal escalation, helping improve recovery rates on high-balance and charged-off accounts.
Mortgage Collector
Green Tree Servicing
08.2011 - 07.2012
- Managed a portfolio of delinquent residential mortgage accounts, contacting borrowers to negotiate repayment plans and resolve past-due balances.
- Educated customers on mortgage options, loss mitigation programs, and foreclosure alternatives to support successful resolution.
- Maintained compliance with federal and state mortgage servicing regulations, including FDCPA and RESPA guidelines.
- Documented all borrower interactions in loan servicing systems and ensured timely follow-up on payment commitments.
- Collaborated with internal departments including escrow, foreclosure, and bankruptcy to coordinate account status updates and support comprehensive servicing efforts.
High Balance Collector
Calvary Portfolio Services
11.2009 - 07.2011
- Handled a portfolio of high-balance charged-off accounts, focusing on maximizing recoveries through negotiation and persistent follow-up.
- Contacted consumers via phone and written correspondence to secure voluntary payments or settlement agreements.
- Used skip tracing tools and credit reporting data to locate debtors and assess ability to pay.
- Ensured strict compliance with FDCPA and company guidelines when handling sensitive or escalated accounts.
- Collaborated with legal and recovery teams to escalate unresponsive or high-risk accounts for further action.
Accounts Control Representative
Qualstar Credit Union
01.2006 - 09.2009
- Managed early-stage and mid-stage delinquency on auto loans, credit cards, and personal loans.
- Contacted members to arrange payment plans, resolve account issues, and provide financial counseling when needed.
- Investigated and resolved account discrepancies, payment misapplications, and member disputes.
- Applied funds via the right of offset to past due loans and credit card balances in accordance with credit union policy.
- Processed death benefits for surviving members, ensuring timely and accurate handling with sensitivity and care.
- Worked closely with repossession companies to coordinate the recovery of vehicles on delinquent auto loans.
- Sold members on additional credit union products and services, helping deepen relationships and provide value-driven solutions.
- Collaborated with internal departments to support account maintenance, skip tracing, and documentation for repossessions or charge-offs.
- Maintained compliance with credit union policies and federal regulations, including the Fair Credit Reporting Act and FDCPA.
Collection Supervisor
ER Solutions
12.2000 - 01.2006
- Promoted from Collector to Collection Supervisor, ultimately managing the Cingular Wireless department.
- Supervised a team of collectors handling 3rd party collections of charged-off consumer debt.
- Monitored daily collection activity, ensuring call quality, compliance, and productivity met or exceeded company standards.
- Trained and coached new and existing staff on effective collection strategies, FDCPA compliance, and customer service techniques.
- Managed escalated accounts, negotiated settlements, and assisted in resolving complex disputes.
- Prepared performance reports and participated in strategy meetings to improve recovery rates and team performance.
- Collaborated with clients to provide updates, discuss account placements, and align collection goals.
Information Management Specialist
United States Air Force
11.1990 - 11.2000
- Served with distinction over a 10-year military career in information and records management.
- Deployed to Kuwait in support of Operation Southern Watch, providing mission-critical administrative and documentation support in a high-tempo environment.
- Maintained, organized, and safeguarded classified and sensitive documents in compliance with military protocols.
- Processed personnel awards and decorations, ensuring accuracy and timely recognition of service members' achievements.
- Processed enlisted and officer performance reports, verifying proper formatting, accuracy, and timely submission through the chain of command.
- Processed Temporary Duty (TDY) orders, coordinating logistics and documentation for travel and mission assignments.
- Provided administrative and operational support to leadership, ensuring effective communication and documentation processes.
- Trained and supervised junior personnel on data integrity, information security, and administrative procedures.
- Developed strong skills in organization, attention to detail, and confidentiality—skills transferable to high-compliance environments like finance and collections.
- Earned multiple commendations for exemplary performance, integrity, and dedication to duty.
Education
Associate of Applied Science - Information Management
Community College of The Air Force
Edwards Air Force Base, CA12-1998
Completed - Leadership
Airman Leadership School
Edwards Air Force Base, CA08-1995
No Degree - Philosophy And Psychology
Cerro Coso Community College
Edwards Air Force Base, CA06-1995
Completed - Information Managment
Air Force Technical School
Keesler AFB, MS04-1991
High School Diploma -
North Platte High School
North Platte, NE05-1990
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Negotiation
- Office programs
- Rapport Building
- Organizational
Accomplishments
Numerous Top Collector Awards
Top CitiBank Deficiency Auto Balance Collector 2009
The Air Force Achievement Medal
Timeline
Manager of Account Servicing
Merchants Acceptance Corporation
10.2014 - 02.2024
Legal Collection Supervisor
Kirkland Law Group
07.2012 - 10.2014
Mortgage Collector
Green Tree Servicing
08.2011 - 07.2012
High Balance Collector
Calvary Portfolio Services
11.2009 - 07.2011
Accounts Control Representative
Qualstar Credit Union
01.2006 - 09.2009
Collection Supervisor
ER Solutions
12.2000 - 01.2006
Information Management Specialist
United States Air Force
11.1990 - 11.2000
Associate of Applied Science - Information Management
Community College of The Air Force
Completed - Leadership
Airman Leadership School
No Degree - Philosophy And Psychology
Cerro Coso Community College
Completed - Information Managment
Air Force Technical School
High School Diploma -
North Platte High School
Similar Profiles
Nicholas PachtaNicholas Pachta
Credit Agent at Merchants Acceptance CorpCredit Agent at Merchants Acceptance Corp
Kari GrossKari Gross
Branch Manager at World Acceptance CorporationBranch Manager at World Acceptance Corporation
Jacob McConnellJacob McConnell
Market Area Manager at Credit Acceptance CorporationMarket Area Manager at Credit Acceptance Corporation