LaQuesha Cowart
Jacksonville,FL
Summary
Dynamic finance professional with a proven track record at First Citizens Bank, adept in risk reporting and enhancing team performance through effective coaching. Excels in strategic financial planning and customer service, significantly improving collections efficiency and fostering robust team collaboration. Expert in leveraging financial services knowledge and critical thinking to drive decision-making and relationship building.
Overview
7
7
years of professional experience
Work History
Senior Equipment Finance Specialists III
First Citizens Bank
Jacksonville, FL
10.2023 - 06.2024
- Performs a full range of collection activities by corresponding with customer to resolve delinquency, process payments accurately, maintains records of collection efforts and completes proper follow up actions including collection letters. Completes skip tracing and site inspections.
- Performs a variety of administrative and operational tasks that facilitate the daily workflow within medium to high complexity levels.
- Establishes strong working relationships with field team to support collections efforts.
- Collaboration - Interfaces with other departments and management to mitigate losses, Presents to sales, credit, and leadership team in various meeting monthly.
- Mentors less experienced team members as needed.
- Operations and Administration - Performs duties and special projects as assigned by Management to ensure operational efficiency.
- Complies with all regulations, bank policies, procedures, and delegated authorities to manage risk related to credit, operational, reputational, regulatory, and legal aspects of personal interactions, customer transactions, and financial exposures. Completes required training by established deadlines.
Collections Manager
Cuevas Jones LLC
Jacksonville, FL
05.2023 - 10.2023
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Worked with legal resources and recovery teams to manage default issues.
- Reduced delinquency rates with proactive account monitoring and timely communication.
Loss Mitigation Specialist III
Td Bank
Jacksonville, FL
07.2020 - 05.2023
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Analyze account documents and statements, to determine mortgage and HELOC accounts and assess debtor circumstances for assistance
- Communicate on payment plans, FC and BK accounts to ensure that the debtor understands the terms and conditions to prevent further financial damage
- Contacted borrowers to assess reasons for default, individual intents and options for resolving issues.
- Provided information about different property liquidation options.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Helped clients and attorneys complete short sales.
- Put together and sent out reinstatement and payoff quotes.
- Knowledge of foreclosure procedures and legal and regulatory guidelines, including mobile homes and agency loans (VA, HUD and others)
- Detailed knowledge of bankruptcy law, including Chapters 13 and 7, probate and/or workout law
Debt Specialist
TD BANK
Jacksonville, FL
05.2017 - 07.2020
- Contributed valuable insights during team meetings designed to improve overall departmental performance and client satisfaction.
- Collaborated with team members to develop innovative approaches to debt settlement and recovery.
- Managed a portfolio of clients, ensuring timely payments and maintaining excellent client relationships.
- Effectively managed high-stress situations involving distressed clients by exercising empathy, patience, and professionalism at all times.
- Processed payments over phone and set up recurring drafts.
- Secured payments by following up with customers which disregarded promise to pay.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Met demands of busy collections group by performing high volume of daily calls.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
- Answered customer questions regarding account discrepancies or problems.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Develop familiarity with debt management counseling and information to provide to customers as necessary
- Suggest changes or modifications to policies and procedures to supervisor based on day to-day observations and activities
- Serve as entry point for the identification, routing and documentation of all pertinent collection support processes (i.eModification, bankruptcy, skip tracing, etc
Education
High School Diploma -
First Coast High School
Jacksonville, FL06.2008
Skills
- Risk Reporting
- Financial Statements
- Collections
- Invoice Processing
- Strategic financial planning
- Debt management
- Financial Services
- Salesforce
- Customer Service
- Critical Thinking
- Computer Skills
- Team Collaboration
- Team Leadership
- Decision-Making
- Relationship Building
- Microsoft Office
- Coaching and Mentoring
- Documentation
Timeline
Senior Equipment Finance Specialists III
First Citizens Bank
10.2023 - 06.2024
Collections Manager
Cuevas Jones LLC
05.2023 - 10.2023
Loss Mitigation Specialist III
Td Bank
07.2020 - 05.2023
Debt Specialist
TD BANK
05.2017 - 07.2020
High School Diploma -
First Coast High School