Nicole Stewart
Jacksonville,FL
Summary
Persistent and empathetic Collections Representative with 5+ years of experience in high-volume B2B environments. Proven ability to reduce aging accounts through effective negotiation and firm adherence to FDCPA guidelines. Expert in payment plan restructuring and client conflict resolution.
Overview
12
12
years of professional experience
Work History
Shift Leader
Walgreens
Jacksonville Fla
01.2026 - Current
- Supervised daily store operations to ensure efficient workflow and customer satisfaction.
- Trained and mentored new team members on policies, procedures, and customer service standards.
- Managed inventory levels through regular stock assessments and timely reordering processes.
- Resolved customer inquiries and complaints promptly, enhancing overall shopping experience.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
Equipment Finance Collections Rep III
First Citizens Bank
Jacksonville, FL
08.2023 - 04.2026
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Mortgage Closer
DIGITAL RISK LLC
Jacksonville, FL
01.2019 - 03.2023
- Coordinated loan closing processes while providing clear communication to clients, borrowers, internal teams, and related agencies to meet all closing requirements on schedule.
- Reviewed and approved final HUD/closing disclosures, collaborating with processors to resolve emerging issues effectively.
- Delivered error-free documentation before distributing closing packages.
- Addressed closing issues, implemented necessary system changes, and expedited corrections to ensure closings remained on schedule.
- Prepared and transmitted accurate funding information to clients, facilitating timely loan disbursements.
- Managed closing needs to align with established timelines.
- Generated and reviewed closing documents according to client specifications while maintaining compliance standards.
- Maintained customer service survey ratings at levels set by management.
- Oversaw timelines to guarantee punctual closings and document submissions.
- Organized records of closed loans for auditing purposes.
- Assisted in the preparation of loan packages for underwriting submission.
- Verified all loan conditions were fulfilled prior to closing.
- Reviewed loan agreements for completeness and accuracy in accordance with applicable policies.
SPOC Collections Lead
DITECH FINANCIAL LLC
Jacksonville, FL
01.2017 - 01.2019
- Counsel delinquent customers through telephone contact to pay according to the terms of their contract while using professionalism, tact and maintain excellent Customer Service standards.
- Provide thorough, detailed, and accurate account updates in collection system for each call made.
- Responsible for meeting established performance standards (Roll backs, Repayment terms, Reinstatements, Re-engagement of customers into Loss Mitigation) by collecting delinquent payments and evaluating potential work out options with customers over the phone.
- Achieve numeric standards for servicing delinquent accounts without sacrificing quality of service.
- Thorough knowledge of the Company's Standard Operating Procedures, Investor loss mitigation options, as well as state and federal legal requirements, Truth in lending, Equal Credit Opportunity laws, (FDCPA & CFPB) with regard to collection procedures, bankruptcies, foreclosures, and repossessions, keeping abreast of current requirements and changing legislation.
- Reviewing defaulted pre-foreclosure loans to ensure compliance within state guidelines.
- Regularly update Management on status of accounts, repossessions, tax liens, insurance claims, and special situations.
Recovery Specialist
DIVERSIFIED CONSULTANTS, INC
Jacksonville, FL
01.2014 - 01.2016
- Ability to ensure a superb customer and client service while handling a high influx of both inbound and outbound calls pertaining to the reconciliation and collection of delinquent accounts either directly or through appropriate channels including payment inquiry or negotiating settlements.
- Preventing impending loss and increasing profitability through negotiation and enforcement of schedule collection campaigns, consistently achieving at least a 70% recovery rate.
- Problem solving, mastered client product knowledge, telecommunications, and data entry.
- Ability to train new as well as tenured employees on standard and newly implemented procedures.
Education
High School Diploma -
Duncan U. Fletcher High school
Jacksonville, FLSkills
- Excellent Communication Skills
- Customer Service
- Problem Solving and Analysis
- Quality Assurance
- Telecommunications
- Negotiations
- Money Handling
- Web Application
- Virtual Collaboration
- Hard-working
- Self management
- Detail oriented
- Multi-tasking
- Closing document preparation
- TRID Compliance
- Customer relationship management
- Loan compliance
- Time management
- Regulatory knowledge
- Customer service
- Team collaboration
References
References available upon request.
Personal Information
Timeline
Shift Leader
Walgreens
01.2026 - Current
Equipment Finance Collections Rep III
First Citizens Bank
08.2023 - 04.2026
Mortgage Closer
DIGITAL RISK LLC
01.2019 - 03.2023
SPOC Collections Lead
DITECH FINANCIAL LLC
01.2017 - 01.2019
Recovery Specialist
DIVERSIFIED CONSULTANTS, INC
01.2014 - 01.2016
High School Diploma -
Duncan U. Fletcher High school