Naomi Baker

Work History

Collections Specialist

Texas DPS Credit Union

11.2022 - Current

Fostering a supportive role towards the credit union's vision and core values.
Handling inbound and outbound calls in a timely manner while following established procedures.
Contacting borrowers via outbound dialing, mail correspondence, and e-mail to establish satisfactory payment arrangements on delinquent accounts and loans.
Reviewing members for Fresh Start Courtesy Pay loan assistance to prevent account charge off.
Processing and setting up Fresh Start Courtesy Pay Loans using Portico.
Negotiating, collecting, and resolving accounts using a consultative approach to encourage member retention.
Providing consistent follow up on more seriously delinquent accounts, particularly those over 60 days .past due, working with borrowers to reach suitable arrangements to restore accounts to a current status.
Collecting funds on negative member accounts and take steps necessary to protect credit union from unnecessary losses.
Preparing and processing various payment arrangement options such as pre-authorized or automatic payments, skip a payment, re-age, modifications, and other hardship and deferment requests.
Identifying and counseling members with financial hardships.
Educating members and recommended other credit union products, services or resources that could improve financial situation, when applicable.
Performing basic and advanced skip-tracing with the use of internal and external skip-tracing resources
Handling all aspects of the repossession process; coordinate with repossession/towing company, disposition units as appropriate to ensure maximum recovery.
Ensuring that properties are appropriately maintained and that Credit Union assets are protected
Resolving difficult or complex situations arising from fraud, total loss, death, etc.
Completing monthly reports as assigned by management.
Processing loan and share charge-off's and forward to 3rd party vendors as appropriate for additional recovery opportunities.
Ensuring that collections functions are completed in accordance with established Credit Union policies and procedures and applicable legal and regulatory requirements.
Ensuring that collection actions are thoroughly documented.
Ensuring accurate accounting and balancing of collections related GL's, working collaboratively with accounting department as needed.
Reviewing, processing, and tracking Bankruptcy filings, Garnishments, TDR, and exception loans.
Maintaining Collateral Protection Insurance policies on applicable loans.
Updating credit bureau information as needed.
Participating in team/department meetings, sharing trends or insights that assist in overall awareness, loss prevention and process improvement.
Performing other duties as assigned

Customer Service Supervisor

Celink

10.2016 - 08.2022

Company Overview: HUD
Supervised and developed agents for 3 years while in the Customer Care Department at Celink
Assigned daily tasks and insured all were completed by each team member
Used Outlook, Excel and Word to document and manage assignments
Monitored performance by listening to recorded calls
Provided coaching and one on one's with team members
Supported and delivered the company culture and directives
Provided workforce management oversight to the team
Analyzed reporting to identify performance trends and opportunities for improvement
Identified gaps in processes and partner to remediate
Ensured compliance guidelines are understood and followed
Maintained assigned team's attendance records
Completed trainings as scheduled and identifies new opportunities for growth
Performed other related duties as assigned
Advanced to Line of Credit and Direct Deposit processing department of Celink
Received request for funds via fax, email, mail or website using OKTA servicing platform
Reviewed request and data entered information to update into Reverse Serv Operating System
Verified requested amounts against loan type to ensure request could be processed if not rejected based online of credit compliances and guidelines
Worked with HUD, Document Review, Repairs, Tax and Insurance, Customer care, Bankruptcy, Payoffs, and Payment Plan Change Departments to ensure the request for funds processed in a timely manner
Received Checks, EFT forms, and Bank Letters via Fax, email, mail or website
Verified duplicates and signatures on direct deposit documents using IBridge prior to setup
Updated bank name, routing, and account numbers to Reverse Serv to comply with company direct deposit procedures and compliances
Provided quality control for other direct deposit agents to ensure setup was updated correctly
Called borrower's, authorized parties, Attorney's in fact, Guardians, and Conservators to verify direct deposit and request for funds up to $250k
HUD

Auto Title Collection Specialist

EZCORP, Inc.

07.2009 - 09.2016

Managed a portfolio of accounts to achieve company collection objectives
Notified customers of defaulted loan balance and negotiated payment arrangements with prescribed company policy and procedure while displaying world-class customer service
Used a blended predictive dealer to handle large volumes of inbound and outbound phone calls
Reviewed loan documents and other data collection tools to assist with skip trace initiatives
Reviewed vehicle types, payment history and title status to determine if should be assigned to repossession vendor
Prepared Payoff, Settlement, and Guarantee letters to third parties in order to resolve past due balances

Summary

Overview

Work History

Collections Specialist

Customer Service Supervisor

Auto Title Collection Specialist

Education

High school diploma -

Skills

Timeline

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