Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nastashia Morrow

Fort Worth

Summary

Dynamic Loan Servicing Representative with extensive experience at Flagship Credit Acceptance, excelling in skip tracing and delinquency resolution. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills, consistently achieving high contact rates and successfully negotiating payment arrangements to restore accounts.

Overview

11
11
years of professional experience

Work History

Loan Servicing Representative

Flagship Credit Acceptance
Coppell
12.2021 - 03.2025

● Made 150-200 outbound calls per day regarding current accounts that were 61-90 days delinquent.

● Reviewed and monitored delinquent accounts daily.

● Used online skip tracing tools and resources to locate account holders preventing repossession.

● Interacted with other departments to come up with beneficial resolutions and resolve customers issues.

● Accurately recorded all activities including verification and demographic changes to maintain comprehensive records.

● Performed other related duties as assigned.

Customer Service Representative

Pennymac
Fort Worth
11.2018 - 11.2020

●Received 50-60 inbound calls per day regarding current accounts, while meeting production goals and quality standards.

●Provided general account information to customers, such as inquiries regarding escrow, taxes, payoffs, and general loan documents.

●Processed payments by phone.

● Interacted with other departments to resolve customers' issues.

Performed other related duties as assigned.

● Conducted research in order to respond to customers' inquiries.

Collector

Regional Acceptance
Arlington
10.2016 - 11.2018

● Made between 200 and 300 outbound calls per day regarding delinquent accounts ranging from 29 to 59 days past due.

● Researched and skip traced delinquent accounts, which increased the customer contact rate.

● Determined the reason for delinquency, and assisted the customer in resolving the problem permanently to avoid any further delinquencies.

● Worked on accounts according to the business strategy and within quality assurance guidelines.

● Negotiated and offered assistance on delinquent accounts, such as extensions, deferrals, and contract restructures, to bring customers' accounts current.

● Sent out delinquency notices to customers to advise them that further actions would be taken if arrangements had not been made by the specified date.

Customer Service Representative

Nissan North America, Inc.
Fort Worth
08.2014 - 08.2016

●Received and responded to 50 inbound calls per day, corresponding with customers, dealers, banks, and other outside agents, requesting assistance, information, or documentation on their accounts in a professional and customer-oriented manner.

●Documented requests for information, and ensured timely mailing of requested information to customers.

● Interacted with other departments to order contracts, titles, and other information needed to complete. customers requests; ensured that documentation requiring notarization was complete.

●Documented system applications with customer information changes to personal information during conversations with customers.

Education

Some College (No Degree) - Digital Business Management

University of Phoenix
Arlington, TX

Skills

  • Account management
  • Skip tracing
  • Delinquency resolution
  • Payment processing
  • Customer documentation
  • Data entry
  • Communication
  • Listening
  • multitasking

Timeline

Loan Servicing Representative

Flagship Credit Acceptance
12.2021 - 03.2025

Customer Service Representative

Pennymac
11.2018 - 11.2020

Collector

Regional Acceptance
10.2016 - 11.2018

Customer Service Representative

Nissan North America, Inc.
08.2014 - 08.2016

Some College (No Degree) - Digital Business Management

University of Phoenix