Shawna Walker
Fort Worth,TX
Summary
Results driven Loan Servicing Manager with expertise in default management, operational efficiency, and compliance. Proven track record in enhancing team productivity and mentoring staff to achieve process improvements.
Overview
11
11
years of professional experience
Work History
Loan Servicing Manager
Center Street Finance
07.2023 - 08.2026
- Oversaw loan servicing operations, ensuring compliance with federal regulations and internal policies.
- Developed and implemented process improvements to enhance efficiency in loan processing workflows.
- Managed a team of loan servicing specialists, providing mentorship and training on best practices.
- Collaborated with cross-functional teams to resolve customer inquiries and service issues effectively.
Back End Collector
Center Street Finance
06.2022 - 07.2023
- Managed collections on delinquent accounts 120+ days past due, ensuring compliance with regulatory standards.
- Developed strategies to improve recovery rates, enhancing overall financial performance.
- Analyzed account data to identify trends and optimize collection processes.
- Perform deep skip tracing activities for hard to locate customers, utilizing TLO, IDI, DRN, Social Media & various free sites.
- Assess the value of vehicles to determine worth.
Collections Team Lead
Hyundai Capital America
02.2016 - 09.2020
- Process customer inquiries through multiple channels including phone, email and chat.
- Led collections team to enhance recovery rates through effective training and coaching initiatives.
- Support Unit lead in distributing workloads, monitor daily production and make recommendations to ensure all KPI's are met.
- Participate in special projects, testing and implementation of system conversion and enhancement upgrades.
- Enhance team morale and productivity through regular feedback, recognition and team building activities.
Education
High School Diploma -
Western Hills High School
Benbrook, TX05-2002
Skills
- Default management
- Operational efficiency
- Payment processing
- Procedure implementation
- Jabber
- Citrix
- Daybreak
- Auto Dialer
- Microsoft
Timeline
Loan Servicing Manager
Center Street Finance
07.2023 - 08.2026
Back End Collector
Center Street Finance
06.2022 - 07.2023
Collections Team Lead
Hyundai Capital America
02.2016 - 09.2020
High School Diploma -
Western Hills High School