Loren Pigman
Avon By The Sea,New Jersey
Summary
Accomplished Account Resolutions Supervisor with a proven track record at Pinnacle Federal Credit Union, enhancing customer satisfaction and team productivity through strategic planning and complex problem-solving. Expert in Microsoft Office, I excel in staff management and employee motivation, significantly improving operational efficiency and fostering a culture of excellence.
Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.
Overview
13
13
years of professional experience
Work History
Account Resolutions Supervisor
Pinnacle Federal Credit Union
02.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Account Resolutions Manager
First Atlantic Federal Credit Union
07.2016 - 02.2022
- Enhanced customer satisfaction by efficiently resolving complex issues and implementing appropriate solutions.
- Implemented new procedures that resulted in improved efficiency and effectiveness of the resolutions process.
- Contributed significantly towards enhancing the reputation of the company as a customer-centric organization by focusing on prompt and effective resolutions.
- Introduced new tools that streamlined the workflow for managing resolutions, saving time and resources for the team.
- Streamlined resolution processes for quicker response times and increased customer satisfaction.
- Reduced case backlog by prioritizing urgent matters and delegating tasks effectively.
- Recognized as an expert in conflict resolution techniques, often consulted by colleagues on challenging cases.
- Created comprehensive reports on resolution trends, identifying areas of improvement for future resolutions.
- Collaborated with cross-functional teams to develop strategies for improving issue identification and resolution.
Collection Team Leader
First Credit Services
06.2015 - 07.2016
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Worked with legal resources and recovery teams to manage default issues.
- Established procedures for collection of past due amounts.
- Researched accounts and completed due diligence to resolve collection problems.
- Supervised staff of collectors, monitoring phone calls and letters.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
Collection Manager/Assistant General Manager
APM Financial Services
10.2011 - 06.2015
- Developed customized payment plans for customers struggling with outstanding debts, promoting long-term financial stability while recovering funds owed.
- Actively participated in industry conferences and workshops to stay current on best practices in debt collection management techniques.
- Leveraged advanced data analysis tools to identify trends in payment behavior, enabling informed decision-making for future collections efforts.
- Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
- Conducted regular account reviews to identify high-risk clients and adjust collection strategies accordingly.
- Enhanced collection efficiency by implementing effective strategies and streamlining processes.
- Managed a diverse portfolio of accounts, ensuring timely collections and minimizing losses.
- Streamlined the collections process, reducing time spent on manual tasks and increasing overall productivity.
- Collaborated with sales teams to develop comprehensive credit policies for new clients.
Education
Consumer Banking
American Institute of Banking
Clinton, NJ10-1998
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Employee motivation
- Decision-making
- Complex Problem-solving
- Strategic planning
- Proficient in Microsoft Office
- Proficient in Excel
Timeline
Account Resolutions Supervisor
Pinnacle Federal Credit Union
02.2022 - Current
Account Resolutions Manager
First Atlantic Federal Credit Union
07.2016 - 02.2022
Collection Team Leader
First Credit Services
06.2015 - 07.2016
Collection Manager/Assistant General Manager
APM Financial Services
10.2011 - 06.2015
Consumer Banking
American Institute of Banking
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