Monica Miller
Lockport,NY
Summary
Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of Call Center Representatives.
Overview
29
29
years of professional experience
Work History
Business Banking Specialist
M&T Bank
02.2018 - Current
- Place calls to communicate to business customers regarding their delinquency and find best solution to fit their needs
- Communicate via email or telephone with the Relationship Managers as well as the Branch Managers to request their assistance or keep them informed of their customers situation
- Conduct offsets from checking accounts of the same tax id to reduce the loss which would be incurred by the bank
- Utilize several skip tracing tools if need be to remain in communication with our customers
- Communicate with management the efforts and results of accounts in the Business Line Of Credit portfolio
- Gather all signature forms associated with an account in preparation required to send a demand letter
- Make determination that an account is no longer able to remain in the collections area and take all necessary steps to prepare the account to be transferred into a different area of the bank
Corporate Recruiter
Transworld Systems Inc.
12.2015 - 01.2018
- Managed all phases of full-cycle recruiting, from initial sourcing and screening, through offer negotiations, placement and onboarding.
- Creatively sourced high-caliber candidates by leveraging the latest recruiting software, social media, cold calling and employee referrals for multiple sites
- Communicated all efforts as well as results to hiring managers on a daily basis
Collections Supervisor
Transworld Systems Inc./NCO Financial Systems Inc.
08.2011 - 12.2015
- Managed 25 full time employees in a call center setting, servicing past due tuition accounts
- Completing and submitting payroll
- Preformed two coaching sessions a month per employee to improve the quality of calls
- Weekly file audits to ensure accurate records
- Communicated to staff any policy changes
- Monitored calls to ensure all state and local laws were being followed
- Created and set up all automatic dialer schedules for the department
Corporate Trainer
NCO Financial Systems Inc.
06.2007 - 08.2011
- Provided all new hires with training on company based policies, necessary systems, FDCPA, State laws, technique, etiquette and skip tracing software
- Monitored and assisted in live calls made during the training phase
- Updated management on a daily basis of the trainees progress
- Traveled to multiple sites throughout the country to assist in developing their new hires
- Delivered presentations to our clients to provide the contents of what our training program consisted of
Client Service Representative
NCO Financial Systems Inc.
03.2001 - 06.2007
- Acted as a liaison between our education clients, operations managers and collectors
- Plan and schedule weekly calls with our clients to update them on our progress as well as obtain any new requests they had
- Assisted in establishing required procedures to ensure all client needs were met
Debt Collector
NCO Financial Systems Inc.
12.1997 - 03.2001
- Placed 200-300 calls a day as well as taking incoming calls to consumers with various product lines such as utilities, medical, education and financial institutions
- Communicating to consumers via telephone about available options to resolve their past due balance
- Always communicated with respect and remained within all state, local laws and all company policies which resulted in 100% compliance on all audited calls
- Mentored new hires once training was completed
Legal Liaison
M&T Bank
11.2019 - Current
- All fees on Expense Tracker (I.e. Appraisal, P&J, Environmental, Legal, COMPRD, Sandcastle, ext...) should be collected when negotiating payoff/settlement or be part of all modifications, or SBA PDK's are submitted.
- Attend all training for CACS support the implementation to maximize performance and operational efficiency.
- Identify process improvement initiatives with Customer Experience and Employee Experience achievements in mind.
- Ensure required regulatory disclosures are sent to customers with any modifications.
- Support peers with coverage to complete daily business operations. Ensure backups have necessary information to cover your absence.
- Prudent use of department budget for legal fees tracked in Tymetrix.
- Participate in Bi-monthly Council of expertise. Identify, plan and implement initiatives that increase department efficiency and/or effectiveness.
- Stay on top of all legal invoices by validating budgets are in line with actions requested.
- All relationships requiring action or follow-up should be reviewed and documented with any actions taken when worked on to allow free flow of information.
- Comprehensive analysis of all legal referrals to ensure sound strategy based on matrix and ensure comprehensive detail provided to include source of last payment, copies of checks, ext...
- Ensure all settlements offers or legal modification proposals are reviewed within 24/48 hours with appropriate Legal WOO and or Legal Manager.
Education
High School Diploma - undefined
Newfane Senior High
Newfane NY1995
Skills
- Effective communication
- Active listening
- Problem solving
- Excels in a fast paced environment
- Self motivated
- Needs little to no supervision
- Very adaptable
- Various computer programs
Additional Information
References upon request
Timeline
Legal Liaison
M&T Bank
11.2019 - Current
Business Banking Specialist
M&T Bank
02.2018 - Current
Corporate Recruiter
Transworld Systems Inc.
12.2015 - 01.2018
Collections Supervisor
Transworld Systems Inc./NCO Financial Systems Inc.
08.2011 - 12.2015
Corporate Trainer
NCO Financial Systems Inc.
06.2007 - 08.2011
Client Service Representative
NCO Financial Systems Inc.
03.2001 - 06.2007
Debt Collector
NCO Financial Systems Inc.
12.1997 - 03.2001
High School Diploma - undefined
Newfane Senior High