Kayley Morgan
Summary
Results-driven collections and customer service representative and financial support specialist with 3+ years of experience, working both in-office and in remote call center environments, and prior understanding of auto finance and banking compliance. Expert in skip tracing and negotiating workout plans. Demonstrated proven ability to assess customer needs and deliver empathetic first-call resolutions by driving customer satisfaction with a track record of resolving escalated complaints while ensuring 100% regulatory compliance, utilizing strong active listening skills. 2 years of prior experience while working in an in-person call center environment, and 2 years of prior experience strictly working remotely. Specialized knowledge of banking and credit union products, compliance, and remote support, and combined expertise in automobile finance, collections, and loan services, with familiarity with indirect loan documentation such as contracts, ancillary products, certificates, bankruptcies, and general knowledge of the Fair Debt Collection Practices Act (FDCPA). Familiarity with Microsoft Office Suite, including prior experience with Excel and Word, and working knowledge of Microsoft Teams, OneNote, and Outlook. Demonstrated proven ability to handle difficult conversations with empathy while consistently meeting performance goals, even when faced with difficult customer conversations, and the ability to maintain a 95% quality assurance score based on monitored calls and documentation accuracy. Demonstrated proven ability to manage own time and maintain productivity and adapt to changing circumstances while working with colleagues/customers across different time zones and transitioning between remote and in-office work to allow for maximum team collaboration.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Collector II / Customer Service Representative
Exeter Finance LLC
Clearfield /Remote, Utah
10.2019 - 07.2023
- Led collection strategies to enhance recovery rates on overdue accounts, answered 100 to 200 calls daily, managing delinquent auto loan accounts primarily by phone through both inbound and outbound calls via manual or auto dialers, customer callbacks, or skip tracing to collect payments, negotiate arrangements, account reconciliation, customer service, dispute resolution and reduce company delinquency. Consistently met or exceeded daily goals while maintaining detailed account notes.
- Worked in-person in a call center environment with commercial customers performing collections and customer service work
- Received 'Star Performer' award for regularly scoring in the overall top 10% of a monthly scorecard, which uses data from various metrics, including dollars collected, adherence, extensions, call time, resolution, etc., to calculate scores for individuals by meeting both individual and departmental objectives set by management in both of my two previous call center positions and myself.
- Ensured compliance with company policies, procedures, safety, state, and federal laws, regulations, and standards. Maintained working knowledge of automobile finance, collections, and loan services, with familiarity with indirect loan documentation such as contracts, ancillary products, certificates, bankruptcies, and general knowledge of the Fair Debt Collection Practices Act (FDCPA).
- Managed time and productivity effectively in remote and in-office environments, collaborating with colleagues and customers across different time zones to optimize team performance.
- Provided exceptional customer service through efficient data entry and adept internet navigation. Proficient knowledge of computers, including the ability to follow the basic troubleshooting process if experiencing a technical issue. Familiarity with Microsoft Office Suite, including prior experience with Excel and Word, and working knowledge of Microsoft Teams, OneNote, and Outlook.
- Consistently maintain a professional and empathetic demeanor, even when faced with difficult customer conversations. Proven ability to maintain a 95% quality assurance score based on monitored calls and documentation accuracy. Demonstrate proven ability to handle difficult conversations with empathy while consistently meeting performance goals, even when faced with difficult customer conversations.
- Demonstrated proven analytical and problem-solving skills with close attention to detail and excellent written and verbal communication skills while demonstrating the ability to complete multiple tasks with minimal supervision.Resolved disputes by making inquiries and conducting research while fostering relationships with internal and external customers. Escalated issues to the Team Leader when needed.
- Verified customer information during account reviews. to make outbound calls and initiate payment requests. Review delinquent accounts and initiate calls according to due dates. Document all discussions and actions in the collections system or database. Identify and refer accounts that present non-standard, unacceptable, or higher risk circumstances. Maintain records of all delinquent accounts by logging collection notes and dispositioning transactions in various collections systems.
- Demonstrated proficiency using both the SPECTRUM and SHAW collection application programs and prior experience with each.
- Collected $15,000 to $30,000 monthly on delinquent accounts, leading to a 25% increase in successful collections and a promotion from Collector I to Collector II within less than a year.
- Performed recovery efforts on accounts identified as being delinquent for 5 to 80 days. Additionally, responsible for general customer service questions regarding daily interest accrual, pay dates, due date change requests, etc., including the ability to perform as backup for other departments as business needs dictate.
- Adapted quickly to new technologies introduced, utilizing tools effectively during customer interactions, maintained a thorough knowledge of products and services to provide accurate information,participated in ongoing training, continuously enhancing product knowledge and customer service skills, educated customers about billing, payment processing, and support policies and procedures, demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients, and adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills, prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate, utilized CRM software to track customer interactions and maintain accurate records of inquiries, negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic time frames, and worked in a call center environment handling manual and automatically dialed inbound and outbound calls.
- Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions. Balanced persistence with empathy when pursuing overdue payments from individuals experiencing financial hardship
- Reduced outstanding debts by negotiating payment plans and implementing strategic collections tactics while maintaining open communication with customers to resolve delinquent accounts.
- Researched customer accounts to identify and resolve collection issues. to resolve collection problems. Evaluated, researched, and resolved discrepancies. Maintained accurate records of all collections activities, ensuring compliance with industry standards and regulations
Member Service Representative
America First Federal Credit Union
Ogden, Utah
01.2019 - 06.2019
- Receives member telephone questions and concerns in a professional manner, assists members with account inquiries and transactions, enhancing overall customer satisfaction by providing exceptional service through active listening, understanding member needs, and offering appropriate solutions
- Researched and resolved complex member issues and concerns promptly and professionally, ensuring timely and effective solutions, handled complaints with prompt, courteous service to uphold professional reputation, and verified customer identification and documentation for compliant transactions. Resolved customer issues through thorough dispute investigation, identified and resolved discrepancies and errors in customer accounts
- Educated members on credit union products, services, and financial literacy topics, assisting high volume of customers daily with a positive attitude focused on satisfaction, consistently exceeding performance metrics through proactive workload management and prioritization, and collaborating with team members and departments for seamless operations.
- Developed a comprehensive knowledge and understanding of credit union products, processes, bookkeeping procedures, and computer system applications and demonstrated excellent communication and public relations skills, strong problem-solving skills, and solid math abilities.
- Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant and ensures compliance with regulatory requirements during all member interactions, meets customer call guidelines for service levels, handles time, and productivity
- Assisted members with account management, including updating personal information, due date changes, and setting up automated payments. Provided information to members on accounts, payments, interest rates, blue book estimates, loan options, savings investment programs, mortgage payments, stop payments, and credit bureau ratings, etc..
- Provided courtesy rebates requested by Branches or members, within limits
- Processes cash advances, traveler's checks, cashier's checks, and money orders. Processes transfers, Balances daily transactions and verifies cash totals, Investigates and resolves out-of-balance conditions, and identifies additional cross-sell opportunities, such as checking accounts, certificate accounts, core deposit accounts, and other AFCU products and services.
- Establishes and builds member relationships by identifying members’ needs and educating them with specific products and/or services. Responsible for performing a broad variety of customer services including opening new savings, share draft, and basic credit applications. Interviews, counsels, and advises members regarding basic loan products, deposits, and any other products/services, including investment referrals, insurance products, and mechanical repair coverage. Presents loan requests to underwriters for approval as per loan procedures
- Processes loan applications, takes applications, and processes preliminary documentation on loan requests. Conducts and discusses loan alternatives, credit criteria, interest rates, and loan documentation with the member over the phone. Ensures that loan requests are properly prepared and documented, resolves any rejects concerning loans and membership accounts in a timely manner.
- Provides general typing and clerical support for underwriting, including credit investigations and document preparation. Tracks and obtains proof of insurance as required on member loans. Maintains departmental records and files and types routine reports and records. Makes appropriate recommendations for loan, deposits, and other products and services. Verifies car insurance coverage. Notifies application of loan decisions. Requests additional information if required. Presents loan requests to underwriters for approval as per loan procedures. Assists in servicing and maintaining all aspects of loans but not limited to payoff, refinances, and payment agreements
- Assisted members across phone, text, and email, supporting self-service feature use. Cross-sold AFCU electronic services like mobile banking and online banking, resolved electronic service issues, and addressed account lockouts and other online problems.
- Skilled in receiving member telephone questions and concerns in a professional manner, assisting members with account inquiries and transactions, enhancing overall customer satisfaction by providing exceptional service through active listening, understanding member needs, and offering appropriate solutions
- Demonstrated proven ability to resolve complex member issues and concerns promptly and professionally, ensuring timely and effective solutions, handling complaints with prompt, courteous service to uphold professional reputation, and verifying customer identification and documentation for compliant transactions. Skilled in resolving customer issues through thorough dispute investigation, identifying issues, and resolving discrepancies and errors in customer accounts
Teacher
Northstar Preschools (Discovery Clubhouse)
Ogden, Utah
09.2025 - Current
- Designed sensory-rich, play-based activities and maintained routines for 8 infants, enhancing motor-skill development and emotional bonding
- Consistently implemented a structured daily curriculum focusing on early literacy, basic math, and social-emotional growth for a group of 15 children aged 3-5.
- Managed dynamic before-and-after school programs, providing homework assistance, conflict resolution, and STEM projects for children up to 12 years old, fostering academic growth and teamwork
- Developed engaging lesson plans to enhance preschool learning experiences
- Implemented educational activities aligning with curriculum standards and children's interests
- Collaborated with parents to support children's progress and address developmental concerns
- Maintained classroom organization, ensuring safety and accessibility of resources for students
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment
- Planned and executed age-appropriate activities aligned with early childhood development standards, addressing individual needs and interests of children aged infants to 5 years, while creating a stimulating learning environment with diverse materials and integrated learning centers
- Established clear expectations, modeled appropriate conduct, and enforced rules and consequences to manage classroom behavior.
Lead Teacher
Daybreak Academy
South Jordan, Utah
02.2024 - 02.2025
- Consistently designed sensory-rich, play-based activities and maintained strict routines for up to 8 infants, supporting early motor-skill development and emotional bonding, implemented a structured daily curriculum focusing on early literacy, basic math, and social-emotional growth for a group of 15 children aged 3-5, and managed dynamic before-and-after school programs, providing homework assistance, conflict resolution, and engaging STEM projects for children up to 7 years old
- Implemented classroom management strategies to foster a positive learning environment
- Collaborated with parents and staff to support student development and academic success
- Assessed student performance to tailor instructional methods and improve outcomes
- Guided new teachers in best practices, fostering their professional development
- Built strong parent relationships through regular communication on student progress and collaboration on academic strategies
- Planned and implemented different daily activities to enhance overall development and growth
- Implemented assessment tools that monitored student progress throughout the year, allowing for targeted interventions when needed to close achievement gaps
- Designed lesson plans and worked closely with administration for compliance with state curricula
- Incorporated culturally responsive teaching practices into curriculum design and delivery models promoting inclusivity
- Conducted ongoing assessments to monitor student progress and inform instructional adjustments
- Fostered student curiosity and interest through creative hands-on activities
- Scheduled conferences with parents to discuss students' progress and classroom behavior
Lead Teacher (FAA Puddle Jumpers)
The Sunshine House Early Learning Academy
Salt Lake City, Utah
08.2023 - 01.2024
- Consistently designed sensory-rich, play-based activities and maintained strict routines for up to 8 infants, supporting early motor-skill development and emotional bonding, implemented a structured daily curriculum focusing on early literacy, basic math, and social-emotional growth for a group of 15 children aged 3-5, and managed dynamic before-and-after school programs, providing homework assistance, conflict resolution, and engaging STEM projects for children up to 12 years old
- Coordinated extracurricular activities that promoted teamwork and leadership skills among students
- Utilized educational technology tools to facilitate interactive learning experiences
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles
- Conferred with parents on student progress, strengthening family involvement and support
- Created and developed lesson plans that are engaging for all students
- Developed and implemented classroom routines to address varying student needs
- Implemented classroom management strategies to foster a positive learning environment
- Fostered curiosity and interest through hands-on activities that encouraged exploration and discovery
Shift Manager
Watson Management
Roy, Utah
09.2018 - 01.2019
- Oversaw daily operations, ensuring compliance with safety protocols and operational standards
- Oversaw daily operations, ensuring compliance with safety protocols and operational standards
- Trained and mentored team members, fostering a culture of continuous improvement and teamwork
- Coordinated shift schedules to optimize staffing levels and maintain service quality
- Managed inventory control processes to maintain accurate stock levels and reduce waste
- Trained new employees on company policies, procedures, and job responsibilities
- Improved overall team performance by effectively delegating tasks and providing clear instructions
- Ensured team productivity by directing tasks to meet business and customer needs
- Supervised employees and oversaw quality compliance with company standards for food and services
- Worked closely with team members to schedule breaks and shifts to meet state regulations
- Adhered to company standards and compliance requirements for operations and cleanliness of areas
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns
Certified Nursing Assistant (CNA)
Stonehenge of Ogden
Ogden, Utah
01.2018 - 07.2018
- Provided compassionate patient care, ensuring comfort and dignity during daily activities with consideration of aging processes, human development stages, and culture, built rapport with patients and families and provided emotional support, and evaluated and updated care routines based on patient feedback and health status changes
- Monitored patient stability by checking vital signs such as weight, temperature, and blood sugar levels electronically, checking blood pressure, heart rate, and oxygen levels either manually or electronically, recording intake and outtake level, and reporting any changes to healthcare team
- Assisted patients with high-quality personal care services and ADLs to ensure patient dignity such as bathing, grooming, dressing, shaving, teeth brushing, helping patients with self-feeding and assisted feeding based on individual needs, helping patients complete range of motion exercises to prevent loss of function during care, walking exercises, ambulation, and assisting with mobility devices like walkers or wheelchairs. Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly
- Answered call lights and responded to requests from patients who are either unable to self-care or with limited mobility in a timely manner and assisted in completing ADLs or other tasks. Ensured prompt response to call lights to assist with other various patient requests for supplies and personal comfort items and supported their comfort and safety by adjusting bed rails and equipment
- Cared for residents in assisted living facilities and delivered high-quality support to meet needs, assisted in rehabilitation of patients facilitating quicker recovery with exercise and mobility support, supporting ambulation and physical therapy needs by conducting planned exercise routines. Prevented bed sore and pressure ulcers development through frequent turning, repositioning of patients, diligent skin assessments, and implementing proper wound care techniques
- Documented patient conditions, care provided, and accurate patient information in electronic health record according to established protocols to ensure accurate health records for informed medical decisions and for record-keeping purposes
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with staff and family members about critical updates and adhered to board and state licensing requirements
Education
High School Diploma -
Roy High School
Roy, UT05-2018
Bachelor of Arts - Elementary Education
Western Governors University
Salt Lake City, UT07-2026
Skills
- Skilled in receiving member telephone questions and concerns in a professional manner, assisting members with account inquiries and transactions, enhancing overall customer satisfaction by providing exceptional service, understanding member needs, and offering appropriate solutions Skilled at turning difficult delinquency conversations into successful financial resolutions
- Demonstrated proven ability to resolve complex member issues and concerns promptly and professionally, ensuring timely and effective solutions, handling complaints with prompt, courteous service to uphold professional reputation, and verifying customer identification and documentation for compliant transactions Skilled in resolving customer issues through thorough dispute investigation, identifying issues, and resolving discrepancies and errors in customer accounts
- Demonstrated excellent communication and public relations skills, strong problem-solving skills, and solid math and bookkeeping abilities
- Proficient knowledge of computers, including the ability to follow the basic troubleshooting process if experiencing a technical issue
- Negotiation
- Telephone communication
- Indirect Lending
- Administrative experience
- Automobile Finance
- Customer service
Certification
- Driver's License, 05/01/21 to 08/31/29
- Food Handler Certification Verification Number. 22006g-ka3ak45 Renew by September 2028
- Adult Infant Child CPR, AED, First Aid Certified eCard 266159770648 Renew by 02/2028
Languages
English
Native/ Bilingual
American Sign Language
Limited
Timeline
Teacher
Northstar Preschools (Discovery Clubhouse)
09.2025 - Current
Lead Teacher
Daybreak Academy
02.2024 - 02.2025
Lead Teacher (FAA Puddle Jumpers)
The Sunshine House Early Learning Academy
08.2023 - 01.2024
Collector II / Customer Service Representative
Exeter Finance LLC
10.2019 - 07.2023
Member Service Representative
America First Federal Credit Union
01.2019 - 06.2019
Shift Manager
Watson Management
09.2018 - 01.2019
Certified Nursing Assistant (CNA)
Stonehenge of Ogden
01.2018 - 07.2018
High School Diploma -
Roy High School
Bachelor of Arts - Elementary Education
Western Governors University