Shannon Monnin

• Facilitated onboarding process for new employees through comprehensive training and documentation
• Monitored and analyzed business performance to identify areas for improvement and make necessary adjustments.
• Managed costs to maintain operations within budget while enhancing profits.
• Take applications from customers, review, and approve or deny based on loan guidance factors.
• Contact delinquent accounts and develop solutions aligned with customer and company needs
• Conduct solicitation calls to former borrowers and prior applicants to achieve account gain objective.
• Review and correct time cards as needed for employees

• Supervised collections, administration, loyalty, and redemptions departments to ensure operational efficiency.

Utilized leadership and problem-solving skills to streamline workflows and enhance team productivity.

• Managed customer grievances and resolved challenges by adapting policies to meet evolving needs.
• Analyzed employee performance and initiated training programs to address underdeveloped competencies.
• Maintained compliance with company policies and communication objectives across departments.
• Motivated employees through training initiatives to maximize overall team productivity.
• Enforced regulatory compliance to elevate workplace safety and readiness standards.
• Coordinated focus groups to solicit team suggestions, tackle concerns, and strengthen positive relations.

• Assisted supervisors in coaching and developing CSRs in collections department to meet collection goals.
• Reviewed delinquent accounts and approved them for repossession.
• Handled escalated calls that were escalated from CSRs in collections department.
• Provided answers to questions from CSRs via assist line.
• Participated in special projects as assigned by leadership and management to help reduce costs.

• Handled inbound collections calls, working with customers to bring their accounts current.
• Made outbound calls to customers to resolve their delinquency via a dialer system.
• Worked accounts that were in early stage, mid-stage, and late stage collections.
• Reviewed accounts to ensure the account met compliance regulations prior to routing the account for repossession.
• Worked with repossession agents in locating the vehicle through skip tracing tools.