RAMANDA CARTER
Collections
Arlington,TX
Summary
Continue to grow and enhance my leadership skills and knowledge, excel in innovative technology applications, interact and share informative information with teammates and colleagues, and develop world class to real world solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
REINSTATEMENT REDEMPTION SPECIALIST
EXETER FINANCE LLC
IRVING, TX
01.2020 - Current
- 40% - Receives incoming and makes outbound collection calls to encourage reinstatement of repossessed collateral loan by negotiating repayment of outstanding past due account balances and fees to avoid further losses to the company
- 20% - Provides timely and accurate responses to customer telephone inquiries regarding reinstatement of repossessed collateral loan
- Make every effort to achieve First Call Resolution
- 15% - Accurately documents all account activities and pertinent information to include but not limited to verifications and demographic changes
- 10% - Meet individual and departmental objectives set by department management
- Strives to continuously improve the quality and productivity of work
- 10% - Ensures compliance with Exeter’s policies & procedures, safety, state and federal laws, regulations and standards
- 05% - Other duties as required.
TEAM LEAD II
WARREN TECH
FORT WORTH, TX
10.2018 - 01.2019
- Respond to escalated questions and concerns from consumers requesting status updates; return voicemails and emails in a timely manner; complete follow up requests to ensure customer satisfaction
- Review protection plans, service requests and technician reports to confirm accurate plan coverage and make determination on next steps in Resolution process
- Contact retailers, technicians, and customers to obtain all relative information regarding the claim
- Completes a variety of forms and documents that pertain to the claim process to complete resolution
- Processes routine or standard claims based the documentation and categorization of claims, informs customer of results and closes out the claim as appropriate
- Provides assistance to internal and external customers during the claim and general call center process; forwards calls to other team members, departments as required
- Utilizes databases, informs customers of claim status or outcome and responds to questions and concerns
- Provide coaching and feedback to dedicated team of 15 customer service analyst
- Held training for new hires as well as led refresher trainings for current team members
- Created useful documents for analyst to increase performance, achieve monthly goals, & track progress
- Collaborate with various departments to identify areas of risk, opportunities and implement workflow process improvements
- Lead and/or participate in special process-improvement projects, host trainings
TEAM LEAD II
Nissan Motor Acceptance Corp
IRVING, Tx
11.2016 - 12.2017
- Respond to escalated questions and concerns from consumers requesting status updates; return voicemails and emails in a timely manner; complete follow up requests to ensure customer satisfaction
- Review protection plans, service requests and technician reports to confirm accurate plan coverage and make determination on next steps in Resolution process
- Contact retailers, technicians and customers to obtain all relative information regarding the claim
- Completes a variety of forms and documents that pertain to the claim process to complete resolution
- Processes routine or standard claims based the documentation and categorization of claims, informs customer of results and closes out the claim as appropriate
- Provides assistance to internal and external customers during the claim and general call center process; forwards calls to other team members, departments as required
- Utilizes databases, informs customers of claim status or outcome and responds to questions and concerns
- Provide coaching and feedback to dedicated team of 15 customer service analyst
- Held training for new hires as well as led refresher trainings for current team members
- Created useful documents for analyst to increase performance, achieve monthly goals, & track progress
- Collaborate with various departments to identify areas of risk, opportunities and implement workflow process improvements
- Lead and/or participate in special process-improvement projects, host trainings
- Strong communication, interpersonal, and analytical skills
- One (1)+ years of management experience
SENIOR LEAD COLLECTION ANALYST
EXETER FINANCE CORP
IRVING, TX
04.2013 - 11.2016
- Reviews delinquent accounts daily and maintains losses at or below established guidelines for assigned job duties
- Works with customer in an effort to satisfy any deficient balances
- Reviews, monitors, and engages with a high volume of customers per day
- Ensures compliance with Exeter’s policies, procedures, safety, state and federal laws, regulations, and standards
- Research, analyze and settle all customer billing disputes
- Good oral and written communication skills, good investigative and customer service skills
- Experience coaching and mentoring employees
- Respond to customer inquiries regarding auto loan defaults and loss mitigation options
- Exceeded Scorecard & Management goals (Top performer).
SENIOR MORTGAGE COLLECTOR/ LOSS MITIGATION
GREEN TREE
FORT WORTH, TX
02.2011 - 03.2013
- Provided customer service and collections for high volume default mortgage loans
- Serve as the primary contact/liaison for customers and approved third parties; including investors, attorneys, realtors, trustees and the courts
- Serviced a variety of loans such as FHA, USDA, VA, FNMA, FHLMC, and Private and Asset
- Respond to customer inquiries regarding mortgage defaults and loss mitigation options
- (Repayment, Forbearance, Loan Modification, Short Sale, & DIL
- Communicates modification decisions as received from Underwriting/Quality
- Communicates and keeps customer apprised throughout the process by maintaining close communication with internal partners including but not limited to Underwriting, Bankruptcy, Loss Mitigation, Foreclosure, Liquidation, and Service Member Civil Relief Act (SCRA)
- Prepares customer’s file for Underwriting: Reviews and perfects all documents provided by customer to ensure the file is complete, accurate and adheres to regulatory requirements
- Communicates with dealers, both written and verbal, regarding missing documents or information to promptly process contract packages
- Verified information with the dealership as well as the customer
- Ability and desire to provide excellent customer-service to internal customers
- Ability to work independently and in a dynamic and fast paced environment
- Exceeded Scorecard & Management goals (Top performer).
Education
High school Diploma -
CASSATA CATHOLIC HIGH SCHOOL
Skills
Account management
Additional Information
Education and Experience
Years of collections/call center experience
Collections strategies knowledge.
FDCPA and advanced negotiation skills
De-escalation/customer service skills.
Experience in collections/ and Prime auto lender
Timeline
REINSTATEMENT REDEMPTION SPECIALIST
EXETER FINANCE LLC
01.2020 - Current
TEAM LEAD II
WARREN TECH
10.2018 - 01.2019
TEAM LEAD II
Nissan Motor Acceptance Corp
11.2016 - 12.2017
SENIOR LEAD COLLECTION ANALYST
EXETER FINANCE CORP
04.2013 - 11.2016
SENIOR MORTGAGE COLLECTOR/ LOSS MITIGATION
GREEN TREE
02.2011 - 03.2013
High school Diploma -
CASSATA CATHOLIC HIGH SCHOOL
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