Sara E. Durke
Dayton,OH
Summary
Experienced Collector II with strong problem-solving, multitasking, and communication skills. Skilled in handling escalations, learning new processes quickly, and completing tasks efficiently and accurately. Dependable, adaptable, and committed to supporting effective collections operations.
Overview
12
12
years of professional experience
Work History
Collector II
Wright-Patt Credit Union, Corporate - Collections Department
07.2025 - Current
- Evaluate borrower circumstances and account history to determine appropriate repayment solutions, negotiate payment arrangements, and resolve delinquency-related issues while maintaining compliance with established policies and procedures.
- Negotiate payment arrangements with borrowers to resolve delinquent accounts, restore loans to current status, and support loss mitigation and recovery objectives.
- Provide guidance and support to newer collectors by answering questions and helping them navigate processes and procedures throughout the workday.
- Balance regular collection responsibilities with additional training, mentoring, and team-support duties.
- Supported training initiatives by providing schedule flexibility to assist the training manager.
- Contribute ideas and recommendations to help improve and develop training classes and materials.
- Serve as a reliable source and point of support for fellow collectors and WPCU partners.
- Support a collaborative and respectful work environment to enhance team morale and productivity.
- Demonstrate flexibility by assisting across different areas of the team based on business and management needs.
Financial Coach II
Wright-Patt Credit Union
Englewood, OH
08.2022 - 07.2025
- Identified member needs and developed effective financial solutions.
- Trained new employees on bank policies and best practices to enhance member service delivery.
- Successfully managed challenging and sensitive member situations.
- Met member needs with knowledgeable and fast service.
- Identified member needs and created tailored financial solutions to improve member satisfaction.
- Managed challenging and sensitive member situations with professionalism to maintain strong relationships.
- Established trust with members through consistent communication and support. with members and partners.
Assistant Manager
Huntington National Bank
Englewood, OH
08.2014 - 07.2022
Skills
- Payment negotiation
- Account resolution
- Loss mitigation support
- Case documentation
- Training development
- Account analysis
- Customer engagement
- Prioritization techniques
PROJECTS
NPS Champion for Englewood Member Center, Priority One Manager on Duty, Financial Coach Trainer Mentor, Phone Migration Project, Inter-Regional Networking, WPCU Attendance Committee, Complaint Management SME
Timeline
Collector II
Wright-Patt Credit Union, Corporate - Collections Department
07.2025 - Current
Financial Coach II
Wright-Patt Credit Union
08.2022 - 07.2025
Assistant Manager
Huntington National Bank
08.2014 - 07.2022