Kelly M. Baker
Worcester,MA
Summary
Dynamic collections and leadership professional with extensive experience in the auto finance industry, specializing in collections and recovery for indirect auto lending portfolios. Proven ability to manage comprehensive loan portfolios while ensuring compliance and timely resolution of client inquiries. Exceptional skills in leadership, analytical thinking, organization, problem-solving, and communication, supported by a strong foundation in customer service, negotiation, and relationship building with internal and external stakeholders. Proficient in various software tools including MS Word, Excel, Outlook, PowerPoint, Fast Data, LexisNexis, RDN, DRN, and SCRA.
Overview
12
12
years of professional experience
Work History
Loan Servicing Representative III
Flagship Credit Acceptance/Flagship Financial
Chadds Ford, PA
01.2023 - 01.2026
- Managed servicing and resolution of charged-off accounts in a remote independent environment.
- Assisted clients in reducing financial burdens through repossession or payment options. Supported individuals with loan modifications and deferments. Facilitated settlements to help clients regain financial stability.
- Achieved timely resolution of account issues by effectively coordinating with forwarders, repo agents, and customers to locate collateral. Enhanced collaboration with third parties to improve operational efficiency. Delivered comprehensive support to maintain accurate account records.
- Leveraged diverse skip tracing tools, including Accurint, TLO, DRN, and Clear, to enhance data retrieval processes.
- Cultivated strong organizational, time management, communication, and negotiation skills.
Sr. Collector
Navigant Credit Union
Smithfield, RI
01.2019 - 01.2023
- Facilitated communication with members to recover past due accounts while adhering to credit union guidelines, NCUA policies, and the Fair Debt Collection Practices Act.
- Formulated, maintained, and updated policies and procedures to ensure compliance with state and federal regulations.
- Delegated accounts for repossession and confirmed dispatch of required right to cure letters.
- Partnered with repo agents to execute skip tracing initiatives for collateral recovery.
- Processed repossessed loans and dispatched appropriate letters within 20 days. Coordinated with agents for auction transport and supplied necessary documents for vehicle sales.
- Evaluated charged-off loans for referral to collection agency, providing essential information to facilitate further collection efforts.
Collections Specialist
American Cycle Finance
Marlboro, MA
01.2018 - 01.2019
- Coordinated efforts across collections functions to enhance efficiency and control delinquency rates.
- Assisted with incoming calls to address customer inquiries. Processed payments accurately and efficiently. Made outbound calls to follow up with clients. Completed necessary paperwork for payment plans and payoffs. Maintained organized client files.
Regional Collections Center Manager
Wells Fargo Dealer Services (formally WFS and Wachovia Dealer Services)
Westborough, MA
01.2014 - 01.2017
- Conducted in-depth analysis of underwriting practices while overseeing collections operations to optimize performance.
- Managed and optimized workflow processes to ensure regional collection center goals for delinquency and charge-off were met.
- Analyzed budget performance and enforced goals for delinquency and charge-off metrics to optimize financial outcomes.
- Analyzed data trends to produce accurate weekly and monthly projections for losses and delinquency.
- Facilitated weekly staff meetings to communicate goals, changes, and expectations while gathering feedback.
Skills
- Effective verbal communication
- Commitment to integrity
- Understanding of fraud detection
- Debt evaluation expertise
Timeline
Loan Servicing Representative III
Flagship Credit Acceptance/Flagship Financial
01.2023 - 01.2026
Sr. Collector
Navigant Credit Union
01.2019 - 01.2023
Collections Specialist
American Cycle Finance
01.2018 - 01.2019
Regional Collections Center Manager
Wells Fargo Dealer Services (formally WFS and Wachovia Dealer Services)
01.2014 - 01.2017