Marnaigh A. Floyd

• Championed a culture of compliance excellence, ensuring meticulous adherence to regulatory mandates and
  industry protocols, culminating in consistently favorable audit ratings.
• Positioned as a key steward of corporate initiatives aimed at redefining industry standards for customer service
  excellence, achieving commendable results in customer satisfaction and dealer satisfaction indices.
• Exercised astute judgment and problem-solving acumen in managing inbound and outbound inquiries,
  orchestrating swift and effective resolutions while upholding the highest standards of quality assurance.
• Delivered exemplary performance in the management of vehicle liquidation processes, demonstrating
  unparalleled proficiency in navigating complex workflows and ensuring expedited and accurate handling of
  critical tasks.

• Minimized portfolio risk and credit losses through effective account resolution.
• Provided payoff quotes for accounts payable, finance managers and dealerships for
commercial business accounts.
• Serviced customers and dealers promptly and courteously to achieve targeted Customer
Satisfaction Index and Dealer Satisfaction Index objectives.
• Reduced delinquency through effective follow-up with account resolution techniques.
• Managed inbound and outbound calls for commercial customers to resolve problems and help
maintain business loans.
• Identified and implemented solutions for potential credit losses with charge off, repossession
and replevin legal assistance.
• Prepared delinquency reports for business accounts.
• Reviewed procedures updates and utilize procedures in all daily work to ensure that a
complaint rating is achieved on any Global and Control Audits.

• Directed the management of intricate bankruptcy work queues, meticulously navigating legal complexities and
  collaborating with legal representatives to mitigate financial losses and optimize recovery efforts.
• Instrumental in orchestrating charge-off and repossession procedures, orchestrating seamless transitions to
  resolution phases while safeguarding organizational interests and preserving consumer relationships.
• Drove a culture of excellence in customer service delivery, instilling a commitment to professionalism and
  empathy in navigating sensitive financial circumstances.

• • Ensured all customer contact, daily tasks and workload is completed accurately, timely and per
  procedure.
  • Responsible for consumer customers with inbound and outbound calls for account resolutions
  and helping with payment extensions, rewrites and reschedules.
  • Identified and implemented solutions for potential credit losses with charge off, repossession
  and replevin legal assistance.
  • Assisted outside contractors for possible vehicle repossession.
  • Prepared weekly branch delinquency reports and meeting deadlines.
  • Trained and coached less experienced Customer Service Representatives.
  • Minimized expenses through effective use of resources and time management to achieve
  targeted expense budget.

• Reconcile general ledger accounts.
• Balanced account analysis.
• Entered data from journal entries for month end closing.