Nancy Cronk Owens

Managed customer accounts to ensure timely collection of outstanding debts.

• 45 years of experience handling active consumer loans, bankruptcy,
• Consumer and Commercial charge-off loans.
• Communicated with clients to resolve billing disputes and payment issues.
• Analyzed account information to identify patterns in payment behaviors.
• Documented collection activities and client interactions in company systems.
• Collaborated with team members to improve debt recovery processes.
• Provided training and support to junior staff on collections procedures.
• Developed strategies for handling difficult customer conversations effectively.
• Maintained compliance with legal regulations related to debt collection practices.
• Researched customer disputes and resolved issues in a timely manner.
• Built strong relationships with customers by providing excellent customer service.
• Ensured compliance with federal, state and local laws related to consumer protection.
• Assisted customers in setting up payment plans to ensure timely payments were made.
• Investigated customer financial situations for potential solutions or resolutions.
• Reviewed and updated customer accounts on a daily basis.
• Handled incoming telephone inquiries from customers regarding their accounts.
• Maintained accurate records of collections activities and payments received.
• Utilized skip tracing techniques to locate missing debtors when necessary.
• Performed credit analysis on delinquent accounts prior to initiating legal action.
• Processed returned checks, refunds, adjustments and other transactions as needed.
• Resolved escalated customer complaints efficiently while maintaining professionalism.
• Analyzed data trends related to collections activity and performance metrics.
• Participated in weekly conference calls with members of the Collections Department.
• Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
• Negotiated repayment plans with debtors to meet client recovery targets.
• Documented all debtor interactions accurately for compliance and follow-up.
• Communicated with clients to provide updates on account recovery status.
• Implemented collection strategies to maximize recovery rates.
• Coordinated with legal departments for accounts requiring further action.
• Updated collection databases and systems with payment arrangements and notes.
• Employed persuasive communication skills to encourage prompt debt repayment.
• Monitored debtor accounts for changes in status or payment arrangements.
• Maintained confidentiality and adhered to FDCPA regulations during collections.
• Prepared and mailed out demand letters and other necessary correspondence.
• Accepted and processed customer payments and applied toward account balances.
• Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
• Recorded information about status of collection efforts.
• Contacted customers with delinquent accounts to solicit payment.
• Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
• Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
• Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
• Advised delinquent customers on strategies for debt repayment.
• Contacted insurance companies to check status of claim payments.
• Performed administrative functions for assigned accounts, recorded address changes and purged records.
• Negotiated credit extensions and waivers when necessary.
• Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
• Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
• Communicated with clients to negotiate payment arrangements and resolve disputes.
• Utilized tracking systems to locate and assess vehicles for repossession efforts.
• Coordinated with law enforcement to ensure safe repossession of vehicles.
• Managed documentation for legal processes related to vehicle recovery operations.
• Trained new team members on repossession protocols and compliance standards.
• Collaborated with finance teams to review accounts for potential repossession cases.
• Developed strategies to improve efficiency in the vehicle recovery process.
• Performed skip-tracing activities to locate missing or delinquent debtors.
• Transported repossessed vehicles safely back to designated locations following successful recovery operations.
• Communicated with law enforcement personnel during repo operations as needed.
• Investigated complaints received from borrowers regarding improper conduct during repo operations.
• Conducted vehicle inspections for repossession compliance and documentation.
• Verified accuracy of all records related to repossessions and lien releases.
• Conducted research on applicable state laws regarding repossession procedures.
• Attended hearings at the courthouse when necessary in order to represent the creditor's interests in a dispute between a borrower and lender.
• Reviewed financial statements provided by debtors in order to assess their ability to pay off debts.
• Provided customer service support to debtors by answering their questions concerning loans, payments.
• Inspected and evaluated condition of collateral prior to recovery operations.
• Negotiated repayment plans with delinquent debtors in an attempt to avoid having them default on their loans.
• Maintained detailed reports of repossession activities for compliance purposes.
• Executed administrative tasks for repossession process, including document filing and email correspondence
• Prepared and maintained repossession paperwork, including legal notices and court documents.
• Assigned repossession tasks to agent for vehicle pickup and secure storage
• Coordinated with auction agent for vehicle transport and sale, managing title transfer and proceeds
• Responded promptly to requests from creditors and lenders regarding status updates on repo cases.
• Monitored debtor accounts regularly in order to detect any irregularities that could lead to potential defaults.
• Answered customer questions regarding account discrepancies or problems.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Completed day-to-day duties accurately and efficiently.
• Organized and maintained filing systems for accurate document retrieval.
• Processed incoming paperwork and ensured proper categorization of records.
• Processed incoming mail, sorted documents, and distributed appropriately.
• Created new folders or updated existing ones when necessary.
• Organized physical file cabinets by rearranging contents accordingly.
• Maintained filing systems and categorized documents according to established procedures.
• Checked accuracy of documents before placing them in appropriate files.
• Scanned hard copy documents into electronic format for easy access.
• Input data into computer systems to support document and information retrieval.
• Prepared legal documents in compliance with court regulations and procedures.
• Reviewed case files for accuracy and completeness before submission.
• Collaborated with attorneys to gather necessary information on cases that I assigned to the firm
• I attended Civil court on cases that I filed on under 20,000.00 and collaborated with the court clerks on cases that were out for service and the waiting periods on default judgments and Abstracts.