Karena Long
Erie,United States
Summary
Dynamic Collections Supervisor with 25 years of extensive experience in retail automobile collections, demonstrating exceptional negotiation skills and a proven track record in managing delinquencies and minimizing losses across all collection phases, including skip tracing, repossession, and vehicle remarketing. Expertise in navigating federal and state regulations ensures compliance while fostering strong vendor relationships. Renowned for delivering comprehensive training on unsecured loans and automobile finance, with a focus on effective collection techniques. Dedicated and proactive leader committed to driving results through hands-on management and strategic problem-solving.
Overview
21
21
years of professional experience
Work History
Loss Mitigation Collections Supervisor
Ally Financial
Lewisville, Texas, United States
08.2019 - 03.2025
- Supervised high-volume teams of collectors responsible for delinquency resolution, skip tracing, and customer financial assistance. Contributed to policy development and compliance initiatives ensuring alignment with federal regulatory standards. Analyzed performance dashboards and operational reports to identify trends, performance gaps, and strategic opportunities for team improvement. Monitored productivity to ensure all KPIs and compliance standards are met or exceeded. Conducted routine 1:1 coaching, call monitoring, performance audits, along with skill-development plans to increase collector efficiency, quality, and recovery outcomes. Evaluated complex accounts to identify win-win solutions that reduce repossession risk, minimize losses, and strengthen customer retention. Deliver quarterly and annual performance reviews, coaching documentation, corrective action plans, and productivity reports. Ensure adherence to federal/state regulations (FDCPA, CFPB, UDAAP) by maintaining strict compliance protocols and audit-ready documentation. Serve as an escalation point for complex customer concerns, providing solutions with professionalism and accuracy.
Collections Supervisor
Servicing Solutions
Irving, Texas, United States
01.2012 - 05.2019
- Supervised the collection of 31 plus days past due accounts. As the subject matter expert, developed and implemented enhanced training procedures and policies for the newly hired collectors. Maintained company delinquencies at or below established levels. Handled escalated collection calls with 94% satisfactory resolution. Restructured the skip tracing process and trained the appropriate collectors. Accomplished quality control via side by side and prerecorded call monitoring. Monitored call volume, dialer utilization and productivity for each collector and counseled each one regarding the results. Maintained an excellent work environment with positive reinforcement and encouragement. Worked closely with Compliance and Legal to keep the company in adherence with FDCPA, State and Federal laws.
Customer Assistance Specialist
JP Morgan Chase
Lewisville, Texas, United States
01.2011 - 12.2012
- Acted as the single point of contact representative for customers requesting assistance as mandated by the federal government. As a representative of the Underwriting Department, obtained the necessary documentation and paperwork from customer to process loan modifications, short sales or foreclosures.
Back End Account Manager
Santander Consumer USA
North Richland Hills, Texas, United States
01.2006 - 12.2011
- Collected 31 plus day delinquent automobile accounts. As needed, assigned accounts for repossession and charge off. Collected repossession deficiency and charge off accounts via negotiating a settlement amount.
Senior Collector
Ford Motor Credit
Irving, Texas, United States
01.2004 - 12.2006
- Maintained 31 – 60 day delinquencies below company established standards. Utilized various skip tracing techniques to locate delinquent customers who had either failed or forgotten to update their contact information. Successfully located approximately 75% within the first 7 day of working the account. Proficient with Auto-Dialer utilization for all calls, automated or manual.
Education
Canyon High
Canyon Country, California, United StatesSkills
- Compliance
- Automated dialers
- Negotiation Skills
- Vendor/Supplier Relations
- Training/Teaching
- Fair Debt Collection Practices Act (FDCPA)
- Call Monitoring
- Quality Control
- Loss Mitigation
- Credit and Collections
- Policy Development
- Auditing
- Customer Retention/Renewal
- Corrective Action
- Maintain Compliance
- Regulatory Compliance
- State Laws and Regulations
- Documentation
- Past Due Accounts
- Performance Metrics
- Performance Reviews
- Reporting Dashboards
- Federal Laws and Regulations
- Performance Analysis
- Trend Analysis
- Coaching
- Risk Management
- Productivity Management
- Call Volume
- Procedure Implementation
- Customer Relations
- Automotive Sales
- Retail
- Finance
LANGUAGES
English - Intermediate
WORK AUTHORIZATION
- I am authorized to work in the following countries:
- United States
Timeline
Loss Mitigation Collections Supervisor
Ally Financial
08.2019 - 03.2025
Collections Supervisor
Servicing Solutions
01.2012 - 05.2019
Customer Assistance Specialist
JP Morgan Chase
01.2011 - 12.2012
Back End Account Manager
Santander Consumer USA
01.2006 - 12.2011
Senior Collector
Ford Motor Credit
01.2004 - 12.2006
Canyon High