Katrina Hardy

Technically proficient in Microsoft Office Suite, Epic, SAP, and various financial software including QuickBooks and Oracle. Experienced in loan servicing with a strong grasp of financial regulations and compliance. Demonstrated ability to enhance efficiency and accuracy in loan administration while maintaining high customer satisfaction. Skilled in customer service and problem-solving, effectively managing client relationships and adhering to company policies.

Upon request

• Auto Plaza, Collections Supervisor, 06/19, Present, Team management, Daily Reports, Review Delinquent Accounts Daily, Conduct Performance Reviews, Ensure collectors adhere to company policies, Monitor calls, Conduct team meetings to update collector’s weekly goals, Implement goals and action plans as needed, Escalations, Approve financial assistance/extensions to customers, Coaching and develop staff to improve quality performance and productivity, Responsible for daily goals and tasks, Daily Reports to management, Monitor and maintain work volume
• Timber Blinds, Accounts Receivable, 09/2017, 06/19, Analyzed credit documents and compliance documents, B2B Collections on delinquent accounts, Managed customers on credit hold, Processed payment applications, Reviewed loan documents for completeness and accuracy, Account Reconciliations, General Ledger Coding, Audited invoices and Bills of lading, Liaison with Sales department and Customer Care, Determined and documented loan conditions and communicated requirements and/or decisions, Customer Service, Customer Dispute and Resolution, Generated invoices/billing, Negotiated and reconciled major accounts and special billing, Month end close reports, Managed lockbox payments
• JP Morgan and Chase, Monetary Research and Collections Representative, 02/2017, 09/2017, Resolved all collection issues and escalations, Skipped trace via Nexus Lexus, Fast Data and other programs, Trained part time collection representatives, Approved payment plans and verified bank info to set up direct drafts, Payments/Billing/Reconciliation of invoices and daily reports, Created projects using excel spreadsheets, Bank and Auto operations, Reallocate payments using ALS, CALS, Recovery, Quest, and VIS system, Worked with Subprime Lending and Auto Lease accounts, Submitted credit reporting and corrections, Monitored calls for adherence and quality, Collected on past due auto loans, Processed and updated title information, Filed loans according to origination dates, Corresponded with DPS regarding liens, Prepared files and titles if requested, Processed deferments and due date changes, Verified all loan packages were complete, Communicated with dealerships on pending sales, Set up new loans and uploaded dealer codes into the system, Handled all incoming and outgoing correspondence with dealers
• Mei Auto Finance (Consultant), Dallas, TX, Default Resolution Specialist, 12/2015, 02/2017, Collected delinquent auto loans and secured vehicles before charge-off, Assigned vehicles for repossession along with contacted Vehicle Impound locations, Processed payments and established payment plans, extensions and loan modifications, Handled charged off accounts, Handled escalations and assisted team to achieve daily goals, Addressed and resolved customer product complaints empathetically and professionally, Gathered and verified all required customer information for tracking purposes, Documented, researched and resolved customer services issues, Verified Insurance Coverage
• Cash Call Loans, Irving, TX, Loan Service Representative, 11/2012, 12/2015, Processed credit applications, Customer service and collections on unsecured personal loans, Reconciliation of misapplied cash payments and duplicates payments, Setup Payment plans, loan modifications, and deferments, Reviewed vendor clients for compliance with consumer financial protection laws and company Compliance Policies, Coordinated and executed special monitoring, as needed, for new, complex, or high-risk requirements or in response to certain weaknesses discovered through routine self-assessments, monitoring, or auditing, Participated in line of business meetings as needed to ensure compliance processes and risks are identified and mitigated, Assisted in establishing and monitoring internal compliance controls, Reviewed policies and procedures to ensure they adhere to requirements defined within the Compliance Policies and Programs, Documented information for audits to validate Compliance Program, Developed action plans to minimize the compliance risk and the potential for reoccurrence, Prepared management risk reporting pertaining to management of the Compliance Programs
• Conway Freight, North Richland Hills, TX, Commercial Collector- Loan Servicing Lead, 03/2008, 11/2012, Managed collections and client information, Monitored calls for adherence, Processed and posted payments, Tracked and managed client calls and updated database, Managed Client Bankruptcies, Business to Business customer service and collections, Ensured all deadlines and default timeframes are met, Resolved all collection issues and escalations, Skipped trace via Nexus Lexus, Fast Data and other programs, Approved payment plans and verified bank info to set up direct drafts, Submitted credit reporting and corrections, Collected on past due commercial accounts, Paid out invoices, Created and corrected invoices, Researched discrepancies of Bill of Lading and corrected, Audit entire accounts to confirm all invoices have been given the correct pricing and pricing agreement with the correct tariff, discounts, FAK’S, Reviewed and sort return mail for billing errors, addresses, or address changes