Latrina Smallwood
Civic Federal Credit Union
Raleigh,NC
20
years of professional experience
Collections professional with 10+ years of experience in collections, loan servicing, customer service, loan documentation, risk management and consumer financing. Successful in following up on past due accounts and recouping unpaid balances. Outstanding negotiator skillful in creating manageable repayment plans to reduce debt.
Work History
Member Service Representative
1 Year 4 Months- Assisted members with account inquiries, ensuring prompt and accurate responses.
- Educated members on financial products, enhancing their understanding and engagement.
- Processed loan applications and provided relevant information to streamline approvals.
- Collaborated with team members to resolve complex issues, improving overall service quality.
- Serve as the front-line problem solver to address member concerns as well as complaints. Involve appropriate resources, such as fulfillment team, lending department, and management as necessary
- Assist in online banking access including troubleshooting problems and errors for device and browser issues.
Assistant Branch Manager
3 Months- Delivered outstanding customer service by addressing inquiries and resolving issues promptly.
- Processed credit loan applications efficiently to support customer financing needs
- Grew account volume by effectively soliciting customers in branch and by phone
- Minimized delinquent debt by proactively contacting customers and collecting on past-due accounts
- Demonstrated strong written and verbal communication skills in interactions with clients and team members.
Customer Service Agent
1 Year 2 Months- Welcomed customers upon arrival and gathered feedback to enhance rental experience
- Ensured customers took all belongings and checked vehicle for damage with attention to detail
- Advised customers on rental charges and provided accurate receipts to ensure transparency
- Facilitated communication of customer issues to ensure timely resolutions
- Maintained service quality while working in diverse weather conditions
Loan Documentation Specialist
1 Year- Collaborated with Loan Documentation team and functional areas to streamline routine processes
- Interpreted loan documentation policies while analyzing applicant property and documentation
- Processed and closed for loan products
- Followed directions from Loan Documentation Supervisor, escalating non-routine questions for resolution
- Interacted with the immediate Loan Documentation team and functional area from routine process
- Ensured timely collection of required verification documents and performed follow-ups to maintain progress.
Loan Servicing Specialist
2 Years 9 Months- Provided essential information to over millions of customers nationwide whose vehicles have been retrieved by Wells Fargo Auto while providing world-class customer skills to achieve daily reinstatement goals and meet diverse needs of customers
- Identified higher-risk customer types and applied risk mitigation controls in line with BSA compliance requirements
- Ensured compliance by reviewing documents daily in ICMP and File Net
- Maximized compliance by performing daily review of documents in ICMP and File Net
- Delivered critical information to millions of customers nationwide whose vehicles were retrieved by Wells Fargo Auto, utilizing strong customer service skills to meet reinstatement goals and address diverse customer needs
- Implemented best practices to protect customer data confidentiality
Customer Service Rep 2
3 Years 5 Months- Monitored evaluations, including Nexidia's daily performances, ensuring 95% adherence to standards
- Maintained adherence to risk compliance standards
- Answered inbound calls and transferred customers to appropriate departments as needed.
- Monitored general lists of evaluations, including Nexidia's daily performances, while maintaining a 95%
- Met monthly goals for KPIs, quality assurance, schedule adherence, and hold times
Collections Representative
7 Years- Enhanced collection success through commitment to performance excellence
- Placed and received client calls, negotiated payment arrangements to resolve delinquency, and assessed clients' ability and willingness to pay
- Thoroughly worked all delinquent accounts and assigned queues per standardized collection procedures to maximize recovery efforts
- Managed account maintenance tasks to ensure alignment with financial solutions and risk management protocols
Customer Service Representative
6 Months- Cultivated strong customer relationships across multiple industries, delivering exceptional customer service and technical support while managing accounts
- Reviewed transactions and account balances for accuracy, prepared reconciliations, and supported month-end closing processes to ensure financial integrity
- Produced financial reports for audits, maintained comprehensive records, and employed negotiation skills to secure revenue streams and improve customer satisfaction
Education
Associate Degree - Applied Science - Medical Assisting
Skills
CRM
Credit Reporting
Lexis Nexis
Salesforce
Loan processing
Windows
e-signature management
Equifax
RightFax
DNA
Accomplishments
- High Loan Accuracy: Achieved 99% loan application accuracy while processing several cases monthly, enhancing customer experience.
- Delinquency Management Success: Reduced delinquent accounts by 20% through effective communication and strategic problem-solving initiatives.
- Compliance Excellence: Maintained 95% compliance in documentation reviews, ensuring adherence to industry standards and risk management.
Timeline
Member Service Representative
Civic Federal Credit Union
04.2025 - CurrentRead More
Assistant Branch Manager
Regional Finance
11.2024 - 02.2025Read More
Customer Service Agent
Sixt rent a car
09.2023 - 11.2024Read More
Loan Documentation Specialist
Wells Fargo
09.2021 - 09.2022Read More
Loan Servicing Specialist
Wells Fargo
12.2018 - 09.2021Read More
Customer Service Rep 2
Wells Fargo
06.2015 - 11.2018Read More
Collections Representative
Regional Acceptance
06.2008 - 06.2015Read More
Customer Service Representative
Convergys
11.2006 - 05.2007Read More
Miller-Motte College
Associate Degree from Applied Science - Medical Assisting
Read More