Kea Austine
Dallas,GA
Summary
Experienced Administrative Assistant with a variable record of accomplishments spanning over twenty
years, bringing well-developed transferable skills such as conflict/compliance resolution, empathy, and
excellent interpersonal skills ready to thrive with a company that has stability and growth potential.
Overview
16
16
years of professional experience
Work History
Bankruptcy Representative II
CarMax Auto Finance
11.2023 - Current
- Take incoming/make outbound calls to Attorneys, customers, vendors, and/or store locations regarding customer accounts in a bankruptcy status.
- Educate customers on the status of their account including Chapter 7/13 dismissals & discharge status, interest accruals, late fees, credit reporting, payment options, and account management options
- Review data from external sources to determine next-step actions including processing payments, preparing correspondence, and submitting accounts for repossession review
- File Proof of Claims with The Courts using an electronic filing system through PACER or LexisNexis or partner with Outside Counsel with the filings
- Search Bankruptcy cases & review all Court documents & Orders of Discharge/Dismissal through the Court Dockets system using Pacer
- Review The Claims Register on Pacer to confirm if or when a Proof of Claim has been filed with The Courts ourts.
- Process Withdrawals on Proof of Claims that were submitted erroneously
- File Motions with The Courts for a Lift Of Stay, once granted submit the vehicles out for repossession
- Handle all Intent To File Cases & Banko Notifications on the Chapter 7/13 cases that systematically generate
- Monitor accounts using Excel Spreadsheets for ensure claims are filed by the Bar Date; or awaiting TITLES; and to follow up on accounts that were Dismissed changing the Bankruptcy Behavior/Securities (Trustee/Attorney) and Alerts (BK Discharge/Dismissal/Non-Filer Alerts)
- Handle and process interoffice mail and requests from Attorney's
- Draft, audit, and scan Reaffirmation Agreements and file with The Courts
- Proficient with SharePoint/TEAMS/WorkDay/Adobe
- Perform all of the above timely and accurately in compliance with federal, state, and company guidelines
Licensing Coordinator/Administrative Asst. (Temp)
OneDigital/Health & Benefits
03.2023 - 11.2023
- Contacted Insurance Carriers to effectively obtain information compliance with the Federal Legislation (The Consolidated Appropriations Act, 2021)
- Assisted Broker Transfer Specialist/Commission Schedule Rep with obtaining Broker Commission Schedules
- Communicated with brokers, groups or account management via telephone/email/chat to investigate and resolve errors regarding licensing, commissions, website logins and website navigation
- Navigated efficiently through various carrier websites and portals
- Maintained Excel Spreadsheets with most up to date and accurate information, data cleanup, and formatting
- Investigated and resolved broker inquiries and complaints quickly
- Stayed up-to-date on state laws and licensing requirements to complete accurate and efficient reviews
Lease End Advisor/Loyalty Team
Hyundai Capital America - (Genesis, Hyundai, KIA)
07.2018 - 03.2022
- Contacted customers prior to lease end to educate on lease end obligations such as; inspection requirements, vehicle return expectations, end of term fees, payoff process, process extension requests, process & track customer complaints
- Processed all lease extensions, payment extensions, read disclosures verbatim on: buyout quotes; remaining lease balances; address changes applicable to sales tax; cell phone disclosures
- Delivered an excellent customer lease end experience executing active listening, proper tone and excellent use of business language while anticipating customer wants and needs
- Maintained the highest Voice of The Customer Survey Scores in the department for providing exceptional Customer Care
- Trained the Atlanta/Dallas offices via zoom meetings during jam sessions
- Consistently recognized for working the highest amount of calls amongst my peers while maintaining an average score of 100% for Quality Assurance Compliance Call Requirements
- Performed investigations in a timely and accurately manner for regulatory complaints to ensure the highest customer retention rates
Collector III - Pre-Legal
Hyundai Capital America - (Genesis, Hyundai, KIA)
09.2015 - 07.2018
- Managed a queue of accounts from 90-180 days delinquent in a professional manner complying with FDCPA
- Used extensive skip-tracing tools to locate collateral utilizing LexisNexis/Accurint Reports, Insight, 411, Credit Bureau, People Search, Work Point, and Driver's License Search etc
- Negotiated costs associated with repossession, conditioning, storage and disposal of vehicle
- Brought charged-off accounts to resolution by negotiating payment in full or settlement and initiating legal action as appropriate
- Communicated heavily with Dealerships to verify the return of vehicles, set up Volunteer Surrenders with the Sales Managers, verify services performed on vehicles, and to obtain location information
- Verified insurance coverage on vehicles by contacting various Auto Insurance Companies in efforts to locate information regarding the customer's location, or possible claim information from adjusters
- Trained newly hired employees and acted as team lead handling floor escalated calls
- Resolved customer complaints swiftly and compliantly by analyzing, investigating, and documenting complaints in accordance with HCA's policies and procedures
- Submitted files to legal with recommendations of filing Motions for a Relief From Stay in Bankruptcy cases; as well as for prepared documents for Court Ordered Writ of Replevins
Repossessions/Legal Investigator
ALS Resolvion (Ally Financial/Santander/ACA/Chase)
02.2013 - 09.2015
- Oversaw 5th placement repossession assignments and completes extensive skip work
- Assisted customers with the repossession or redemption process & resolved accounts to paid off status
- Reviewed, updated and conducted follow-ups with agents on accounts assigned for repossession
- Participated in the training of new hires; as well as deescalate calls as Floor Lead
- Organized documents to manage paper and electronic court filing systems of clients
- Collaborated with attorneys to develop strategies for each case
Repossessions/Legal Investigator
NCO Financial (Chrysler Financial/Wells Fargo)
10.2008 - 02.2013
- Managed a queue of accounts from 90-180 days delinquent in a professional manner complying with FDCPA
- Prepared & submitted legal files for court ordered replevins
- Used extensive skip-tracing tools to locate collateral on Chrysler-Post charged-off (Pre-Legal) accounts utilizing: LexisNexis/Accurint Reports, Insight, 411, All Credit Bureaus, People Search, Work Point, Driver's License Search, Super Phone, and Reverse Address
- Managed and Assigned Adjusters to Chrysler-Post charged-off accounts for Involuntary/Voluntary Repossessions
- Negotiated costs associated with repossession, conditioning, storage and disposal of vehicle
- Trained newly hired employees as Team Lead
Education
Bachelor of Science - Criminal Justice/Pre-Law
Clark Atlanta University
Atlanta, GASkills
- Conflict Resolution
- Legal Investigations/Finance
- Collections/Repossessions Expert
- Customer Service/Sales Expertise
- Project Management/Regulatory Compliance
- Teamwork/Problem Solving Skills
Timeline
Bankruptcy Representative II
CarMax Auto Finance
11.2023 - Current
Licensing Coordinator/Administrative Asst. (Temp)
OneDigital/Health & Benefits
03.2023 - 11.2023
Lease End Advisor/Loyalty Team
Hyundai Capital America - (Genesis, Hyundai, KIA)
07.2018 - 03.2022
Collector III - Pre-Legal
Hyundai Capital America - (Genesis, Hyundai, KIA)
09.2015 - 07.2018
Repossessions/Legal Investigator
ALS Resolvion (Ally Financial/Santander/ACA/Chase)
02.2013 - 09.2015
Repossessions/Legal Investigator
NCO Financial (Chrysler Financial/Wells Fargo)
10.2008 - 02.2013
Bachelor of Science - Criminal Justice/Pre-Law
Clark Atlanta University
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