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.
● 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.
●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.
● 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.
●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.