Makenzie Broderick
Dorchester,MA
Summary
Ambitious Collections Representative with over 4 years experience in the department and 7 years of experience within the Liberty Bay Credit Union Organization. Extensive knowledge of Dialpad phone systems, XP2 Core System, IBS Collections System, eOscar, and LexisNexis. Skilled in identifying and handling problems before, escalation, working with members appropriately and helpfully. Honest, collaborative and desire to learn a more in the industry every day.
Overview
7
7
years of professional experience
Work History
Collections Representative
Liberty Bay Credit Union
09.2019 - Current
- Handle all consumer and mortgage collections accounts, typically anywhere from 15 days delinquent to 60 days delinquent and prevent long term problems by working with members on solutions or payment arrangements to reduce overall delinquency.
- Reduce delinquency rates for accounts through follow-up and effective communication.
- Identifying in house errors that led may have led to delinquency quickly and efficiently.
- Process charge off accounts and providing attorneys with all necessary member information to proceed with legal action, thus leading to recoveries.
- Process internal and external credit disputes.
- Handle all total loss claims and gap claims for auto loans by working with both the member and insurance companies.
- Off setting 30+ day accounts as soon as funds become available to reduce delinquency quickly.
- Extensive knowledge of XP2, IBS, Allied Solutions and eOscar, systems.
Bartender
Blarney Stone Bar
05.2020 - 11.2021
- Increased customer satisfaction by providing excellent service and maintaining time-management skills
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Contributed to a positive work environment through effective teamwork and communication.
Consumer Loan Servicer
Liberty Bay Credit Union
02.2018 - 09.2019
- Assisting members via phone by addressing and resolving service-related issues promptly such as auto-pay issues,
- Maintained accurate records for member accounts, ensuring on time payments and proper documentation.
- Worked on reports such as the shared transfer report and payroll deduction reports to ensure member payment activity was running smoothly
- Increased team productivity with effective communication.
- Obtained lien on all auto loan titles.
- Worked closely with Massachusetts RMV representatives for car title questions and issues.
- Helped process loans in MeridianLink and XP2.
Member Service Representative
Liberty Bay Credit Union
02.2017 - 02.2018
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Placed calls to members regarding dormant accounts and helped them recover money or become active in the Liberty Bay Credit Union community again.
- Contributed to credit union goals by cross-selling credit union products and services and directing any inquiries about products to the appropriate parties with follow-up.
Education
Bachelor of Science - Business Management
Quincy College
North Quincy, MA05.2025
Associate of Science - Business
Quincy College
North Quincy, MA05.2022
High School Diploma -
Boston Latin Academy
Boston, MA06.2013
Skills
- Payment Arrangements
- Skip Tracing Phone Numbers through LexisNexis platform
- Data Entry in IBS platform
- Mathematics Skills
- Interpersonal Communication
- Attention to Detail
- Issue Investigation
- Account Reconciliation
- Team Player
Timeline
Bartender
Blarney Stone Bar
05.2020 - 11.2021
Collections Representative
Liberty Bay Credit Union
09.2019 - Current
Consumer Loan Servicer
Liberty Bay Credit Union
02.2018 - 09.2019
Member Service Representative
Liberty Bay Credit Union
02.2017 - 02.2018
Bachelor of Science - Business Management
Quincy College
Associate of Science - Business
Quincy College
High School Diploma -
Boston Latin Academy