Summary
Overview
Work History
Education
Skills
Timeline
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LATASHA ERWIN

Duncanville,Tx

Summary

Highly motivated and skilled professional seeking a position within a dynamic, high-growth organization that values experience, dedication, and initiative while maintaining a commitment to excellence in meeting business objectives and exceeding standards. Exceptional ability to thrive under high pressure, possessing the confidence and determination needed to achieve business goals. Progressive career spanning over 21 years in the banking loans and auto field, successfully serving as a lead collector, funding analyst, customer service representative, and supervisor assistant. Effective communicator with strong resolution and time management skills.

Overview

19
19
years of professional experience

Work History

Collections Specialist 11

Octane Lending
03.2023 - Current
  • Operated in a call center environment managing both manual and auto-dialed outbound calls.
  • Negotiated to collect balance in full.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Processed payments and applied to customer balances.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
  • Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Counseled debtors on payment options and arranged installment agreements.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Trained new team members on scripts, company services, and collection strategies.
  • Used skip tracing and other techniques to locate debtors.
  • Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
  • Assisted in implementing procedures and policies to facilitate timely payments.
  • Fostered a positive working relationship with other departments within the company, assisting in credit evaluation processes, risk assessments, and overall financial strategy development.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Streamlined the collections process by creating and maintaining detailed records of customer account statuses and communications.
  • Optimized call schedules to reach customers at most effective times, increasing successful contact rates.
  • Enhanced team morale and reduced turnover by creating supportive and collaborative work environment.
  • Collaborated with external collection agencies and legal counsel on complex delinquent accounts.
  • Facilitated team training sessions on effective collections strategies, raising departmental performance.
  • Maintained meticulous records of all collections activities, ensuring transparency and accountability in customer communications.
  • Negotiated repayment plans with customers to minimize financial losses, enhancing company cash flow.
  • Developed personalized payment arrangements for customers facing financial hardships, maintaining customer loyalty.

Collections Specialist 1

Octane Lending
03.2023 - 03.2024
  • Executed both manual and auto-dialed outbound communications in a call center setting.
  • Negotiated to collect balance in full.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments accurately to update customer balances.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
  • Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
  • Counseled debtors on payment options and arranged installment agreements.
  • Researched accounts and completed due diligence to resolve collection problems.

Collections Supervisor

Cottonwood Financial
02.2020 - 01.2022
  • Enhanced collections efficiency by implementing and monitoring strategic collections plans.
  • Streamlined department operations by optimizing workflows, policies, and procedures.
  • Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
  • Established performance metrics to evaluate team success and identify areas for improvement.
  • Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Reported on and recommended actions related to financial stability of potential clients.
  • Improved team productivity through ongoing coaching, training, and performance evaluations.
  • Documented conversations with consumers and research into accounts.
  • Mentored junior staff members on best practices in debt collection techniques and procedures.
  • Interviewed and assisted in selection of candidates for collections positions on team of Number.
  • Reduced delinquency rates with proactive account management and timely followups.
  • Investigated and reviewed credit risks and collections.
  • Prepared and delivered performance reviews of Number collections agents to support continuous improvement of department.
  • Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
  • Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
  • Increased recovery rates for difficult accounts by utilizing effective negotiation skills.
  • Identified needs and provided training to clarify expectations of collections agents.
  • Recommended and implemented techniques to improve productivity and cut costs for company.
  • Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
  • Coordinated the implementation of new systems or tools to enhance collections operations.
  • Collaborated with cross-functional teams to improve overall credit management processes.
  • Worked with customers and collections representatives to monitor documentation, reduce customer disputes Number% and collect invoices in timely fashion.
  • Scheduled employees to provide full coverage of incoming and outgoing calls.
  • Conducted regular audits of collection practices to maintain accuracy and adherence to industry standards.
  • Maintained high volume of calls and met demands of busy and productive group.

Collections Representative

Cottonwood Financial
10.2017 - 02.2020
  • Handle over 500 inbound and outbound calls daily on a dialer
  • Handle escalation calls
  • Handle all delinquent Accounts front end to 120 days passed due
  • Offer arrangements to bring past due accounts back in good standings
  • Offer refinancing options to bring account current
  • Provide work guidance for less experienced personnel
  • Monitor personnel calls
  • Trained new hires
  • Ensure compliance with Cottonwood's policies, procedures
  • Interacted with internal and external sources, along with staff and management in an effective and supportive manner to maintain a positive working relationship, promoting teamwork and a strong customer service experience
  • Developed a thorough knowledge of departmental functions, procedures, and resources to provide a strong customer service experience

Accounts Payable/Collections Dept

Clay Cooley Automotives
07.2014 - 05.2017
  • Managed inbound calls proficiently via a dialer interface.
  • Make Outbound calls for past due auto loans starting1 day past due
  • Supported various administrative tasks across different departments.
  • Managed strategies to resolve delinquent account issues.
  • Completed resolution of overdue accounts before month's closure.
  • Verify and examine information and accuracy
  • Correct identified errors with loan documentation and make sure no fraud is present
  • Validate and examine information and accuracy
  • Documents system with overview notes of call on account in order to keep accurate records of account history
  • Initiates standardized system generated collection letters to deliver clear information to customers
  • Resolves customer disputes to maintain customer satisfaction
  • Verifies and audits complex loan information to maintain quality record keeping
  • Processes multiple search criteria on no-contact accounts in order to obtain payments from customers
  • Produces updated loan repayment documentation catering to legal and customer specifications.
  • Executes payment procedures via specified channels for efficient account processing.
  • Performs maintenance for customer address and other demographic information changes to keep information up to date
  • Adheres to client's specification in granting due date changes to ensure that clients needs are met
  • Supports development of employees with less experience.
  • Assess workflow, propose adjustments, and implement modifications for better transaction handling.
  • Onboarded and educated new employees.
  • Organized team meetings.

Ops Support Representative3

Citibank N.A.
02.2012 - 05.2014
  • Contact customers to advise of loan approvals and schedule loan closings
  • Advise customers of additional documentations for approval
  • Take incoming calls from customers and CFA's
  • Relay decline reasons to customers and CFA's
  • Process return mail
  • Manually enter paper applications (i.e
  • Transfer requests, checking plus add signers, etc.)
  • Review documents sent in by customers for verification completion and PACT
  • Train new hires
  • Book personal loans, CD secured loans, and custom credit lines
  • Close and transfer checking plus lines of credit
  • Cut checks and send them to borrowers and the payoff department

Highline Credit Specialist/ Jr. Underwriter US-Canada

Citi - Home Depot
04.2010 - 02.2012
  • Evaluate financial information and risk prior to extending lines of credit
  • Coordinated processing of applications based on received details.
  • Evaluated borrowers' credit histories, financial liabilities, employment, and income to determine their lending capacity.
  • Maintained accurate documentation of all credit-related activities, ensuring compliance with company policies and industry regulations.
  • Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
  • Reduced risk exposure by conducting thorough credit analyses for new and existing clients.
  • Developed effective relationships with customers, which helped improve overall payment processes.
  • Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
  • Optimized credit approval and collection processes, improving operational efficiencies by over Number%.
  • Supported business growth through prudent assessment of potential client''s creditworthiness and financial stability.
  • Provided hands-on training in daily processes and job duties.
  • Mentored junior team members in developing their skills in credit analysis, negotiation techniques, and account management practices.
  • Enhanced credit department efficiency by implementing streamlined processes and procedures.
  • Used Software and Software to perform credit appraisals, document verification and loan approvals.
  • Optimized collections process, prioritizing high-risk accounts and strategizing appropriate actions.
  • Collaborated with sales team to achieve revenue targets while maintaining credit risk within acceptable limits.
  • Supported organizational change initiatives aimed at improving credit department capabilities and overall business performance.
  • Provided insightful recommendations for continuous improvement of credit processes based on data-driven analysis.
  • Managed additional responsibilities by filling in for unavailable supervisors to maintain smooth operations.
  • Leveraged advanced software tools to automate routine tasks and optimize time spent on high-value activities like strategic decision-making or relationship-building initiatives.
  • Earned recognition for exceptional performance in managing complex cases involving multiple stakeholders.
  • Managed a diverse portfolio of clients spanning various industries, effectively balancing risk exposure across sectors.

Manager’s Assistant Unit

Citicards – Credit Cards
09.2008 - 04.2010
  • Resolved complex consumer issues to achieve an ideal resolution in accordance to company policy and procedure
  • Contributed to the development of new processes and practices for quality assurance
  • Provided customer service for an average of80+ calls per day
  • Answering customer inquiries, solving problems, and providing new product information
  • Notified customers about delinquent accounts by mail and telephone
  • Duties included receiving payments and posting to customer accounts
  • Assisting customers from going35-120 days delinquent by offering a payment plan that lowered monthly payments and interest rate

Collections Agent

Citifinancial Auto Corporation
01.2007 - 09.2008
  • Provided customer service for an average of100+ calls per day
  • Developed skills with clients to resolve and avoid repossession of vehicles
  • Resolve delinquent payment issues
  • Send out default notices
  • Responsible for collecting past due amounts on accounts
  • Outbound/inbound calling customers to assess the individual circumstances and decide upon appropriate course of action
  • Developed skills with clients to resolve and avoid repossession of vehicles
  • Assisting customers from going60 days delinquent by offering deferments, modifications,and plans that lowered monthly payments and/or interest rate

Collections Rep

Citicards- Credit Cards
03.2006 - 01.2007
  • Supported clients via inbound/outbound calls regarding delinquent accounts
  • Resolve delinquent payment issues
  • Send out default notices
  • Responsible for collecting past due amounts on accounts
  • Assisting customers from going30-120 days delinquent by offering deferments, Modifications, and plans that lowered monthly payments and/or interest rate
  • Providing on the job training for new hires

Education

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Lancaster High School
Lancaster, TX
01.1997

Skills

  • Expert in Microsoft Office
  • Strong organizational skills
  • Excellent communication and listening skills
  • Exceptional learner with an energetic work attitude
  • Multi-line phone usage
  • Teamwork orientation
  • Credit and collections
  • Account review
  • Relationship building
  • Collections
  • Skip tracing
  • Professionalism and ethics
  • Conflict resolution techniques
  • Goal-oriented mindset
  • Data entry efficiency
  • Decision-making
  • Outbound calling
  • Debt recovery expertise
  • Financial management
  • Record keeping proficiency

Timeline

Collections Specialist 11

Octane Lending
03.2023 - Current

Collections Specialist 1

Octane Lending
03.2023 - 03.2024

Collections Supervisor

Cottonwood Financial
02.2020 - 01.2022

Collections Representative

Cottonwood Financial
10.2017 - 02.2020

Accounts Payable/Collections Dept

Clay Cooley Automotives
07.2014 - 05.2017

Ops Support Representative3

Citibank N.A.
02.2012 - 05.2014

Highline Credit Specialist/ Jr. Underwriter US-Canada

Citi - Home Depot
04.2010 - 02.2012

Manager’s Assistant Unit

Citicards – Credit Cards
09.2008 - 04.2010

Collections Agent

Citifinancial Auto Corporation
01.2007 - 09.2008

Collections Rep

Citicards- Credit Cards
03.2006 - 01.2007

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Lancaster High School

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LATASHA ERWIN