LINDSEY MOLINA

Resolve escalations at an executive level.

• Resolution to an escalation may include the following placing payment issue tickets, issuing recoupments, reviewing applications to determine eligibility, appeal reviews, payment reissues, and quality control reviews.
• Daily use of PowerBI and Microsoft Excel.
• Improved tenant and landlord satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Maintained open lines of communication with tenants, landlords, and the DCA throughout the escalation process, ensuring their needs were addressed with care and transparency.
• Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.

Review and or QC tenant applications for ERAP and EPP eligibility.

• Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
• Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
• Resolved discrepancies with client applications to verify eligibility.
• Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
• Trained staff on current eligibility requirements and policies.
• Daily use of PowerBI and Microsoft Excel

• Maintained client trust by providing timely updates on the status of their accounts and recoveries.
• Improved client satisfaction by promptly locating and recovering collateral assets.
• Increased efficiency by collaborating with law enforcement agencies when necessary for peaceful asset recovery.
• Maximized chances of successful vehicle recoveries through diligent skip tracing efforts to locate hard-to-find debtors or collateral assets efficiently.
• Minimized conflict situations by employing de-escalation techniques during confrontations with debtors.
• Upheld discretion in handling sensitive information related to clients'' financial matters throughout the repossession process.

• Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
• Maintained strong customer relations and effective customer service standards.
• Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.