RODNEY THOMAS
Fairview,TX
Summary
Customer service and collections professional with experience in mortgage servicing, auto claims, and escalations. Manages high-volume inbound and outbound calls, resolves delinquent accounts, and negotiates payment arrangements. Maintains accurate documentation and follows CFPB and FDCPA guidelines.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Mortgage Collections Representative
Calculated Hire
Coppell, Texas
04.2026 - Current
- Handled inbound and outbound calls on delinquent mortgage accounts, supporting homeowners with payment options and account retention.
- Managed delinquency calls, resolving borrower payment concerns to enhance account retention.
- Reviewed account status, worked through workout options and payment plans, and explained loan repayment structures to borrowers.
- Worked with borrowers to set repayment arrangements within company guidelines.
- Contacted customers by phone and mail to establish payment plans aligned with company policies.
- Developed recovery approaches for overdue payments, fostering positive customer relationships.
- Processed customer payments according to company guidelines.
- Followed mortgage servicing rules, CFPB guidelines, and company compliance policies.
- Monitored loan accounts for updates on servicing and collection status. in servicing systems for collection status updates.
Auto Claims Adjuster
GEICO
Richardson, TX
11.2023 - 06.2025
- Evaluated auto claims for GEICO policyholders, confirming coverage details to ensure accurate claims processing.
- Investigated auto claims and resolved files with focus on timely settlements, accuracy, and customer satisfaction.
- Gave policyholders clear guidance through claims process, including coverage explanations and liability decisions.
- Negotiated favorable settlements with claimants, attorneys, and body shops to support timely resolutions.
- Worked with repair shops, rental agencies, and appraisers to support smooth claim resolution.
- Spoke with customers, witnesses, and repair shops to gather claim facts.
- Used state laws, policy language, and accident reports to determine liability.
- Maintained high productivity and call quality scores while managing heavy caseload.
- Entered claim notes into GEICO systems with clear, accurate documentation.
Escalations Team Representative
Walmart
10.2021 - 01.2023
- Managed high-priority customer escalations, solving complex account, order, and service problems with empathy and speed.
- De-escalated tense customer conversations through active listening, effective problem-solving, and clear communication, resulting in higher customer satisfaction.
- Partnered with internal teams and management to direct urgent cases and support timely resolution.
- Recorded detailed customer interactions and case notes in internal tracking systems for accurate documentation.
- Identified and implemented process improvements to enhance service efficiency and resolution speed.
- Monitored team progress and ensured adherence to deadlines, facilitating timely case resolutions.
- Coached staff on procedures, quality standards, and safe work practices.
- Led daily team workflows and set priorities across changing schedules.
- Supported onboarding and training for new hires and cross-trained staff.
- Provided training for new staff on essential processes and procedures. on relevant processes and procedures.
- Completed regular performance evaluations and provided constructive feedback and personalized coaching.
Collections Representative
GM Financial
Arlington, TX
10.2019 - 10.2020
- Conducted high-volume outbound and inbound calls to assist customers in resolving delinquent auto loan accounts and facilitating payment solutions.
- Managed GM Financial delinquent accounts through outbound and inbound customer calls.
- Arranged payment plans for automotive finance customers, ensuring compliance with collection guidelines and enhancing customer payment engagement.
- Explained account status, arranged payment plans, and followed up on promises to pay.
- Maintained FDCPA compliance and company policy while using respectful, professional communication.
- Reviewed account history to explain balances, due dates, and past-due status.
- Used effective questioning to clarify reasons for delinquency.
- Helped customers understand rights under applicable laws and regulations.
- Conducted skip tracing to locate debtors who were unresponsive to collection attempts. for customers who failed to respond to collection efforts.
- Educated debtors on credit health and implications of non-payment, promoting financial literacy and encouraging responsible repayment.
- Attended training sessions on best practices for debt collection activities.
- Reviewed credit reports before approving new applications for credit services.
Auto Claims Specialist
AAA
Fort Worth, TX
02.2016 - 05.2019
- Handled FNOL calls for AAA auto claims customers, ensuring timely and accurate claim processing.
- Processed FNOL intake and full auto claims from first report through resolution.
- Provided empathetic support during sensitive, high-stress claim situations to build customer trust and retention.
- Reviewed policy coverage and claim details for AAA vehicle losses.
- Examined accident reports, photos, and statements to verify claim accuracy.
- Reviewed claim files for accuracy and completeness before submission.
- Negotiated settlements between parties in auto insurance disputes, achieving fair resolutions for all involved.
- Prepared claim reports for internal and external customers.
- Cultivated professional relationships with external partners, including two companies and rental agencies, to facilitate seamless claim processes.
Education
High School Diploma -
Crowley High School
Crowley, TX05-2015
Skills
- Mortgage management
- Delinquency management strategies
- Loss mitigation
- Payment plan negotiation
- Compliance with regulations
- CRM systems and documentation
- High-volume call handling
- Account recovery strategies
- Attention to detail
- Effective communication skills
- Customer support and de-escalation
Certification
- claims adjuster license
Timeline
Mortgage Collections Representative
Calculated Hire
04.2026 - Current
Auto Claims Adjuster
GEICO
11.2023 - 06.2025
Escalations Team Representative
Walmart
10.2021 - 01.2023
Collections Representative
GM Financial
10.2019 - 10.2020
Auto Claims Specialist
AAA
02.2016 - 05.2019
High School Diploma -
Crowley High School