Sheila Baldwin-Onuoha
Heath,TX
Summary
Adept at driving successful negotiations and enhancing customer relations, my tenure at Wells Fargo Auto showcased my expertise in debt collection and skip tracing, alongside a goal-oriented mindset. Leveraging strong analytical skills and active listening, I significantly contributed to loss mitigation and improved account resolution processes, embodying integrity and decision-making excellence.
Overview
16
16
years of professional experience
Work History
Senior Account Resolution Specialist
Wells Fargo Auto
04.2020 - Current
- Collections Universal Team (10/2023 - PRESENT): Handle in house state specific accounts (Pennsylvania) • Adapt to new area of collections where serious necessity of support is crucial. • Repair error with acknowledgement of debt accounts (Flag 10) • Operate dialer and manual call accounts simultaneously daily • Loss Recovery/Charge Off of Auto loans • Negotiate settlements and installment repayment plans with customers. • Ability to negotiate, influence, and collaborate to build successful relationships. • Ability to provide strong customer service while listening, obtaining information efficiently, comprehending, and resolving complex customer issues. • Excellent verbal, written, and interpersonal communication skills. • Knowledge and understanding of collections and default loss mitigation. • Using these skills to collect past due loan balances all while resolving delinquency and solving customer difficulties. • Strong analytical skills with high attention to detail and accuracy.
- EARLY PAYMENT DEFAULT (4/2022 - 10/2023): Support performance of less experienced individuals and overall effectiveness of Account Resolution team by coordinating and monitoring daily activities. • Provide feedback and present ideas for improving or implementing processes and tools within Account Resolution functional area. • Perform complex transactional tasks. • Provide subject matter expertise and interpretation of policies and procedures to less experienced individuals. • Interact with team on wide range of related topics as well as with external customers. • Ability to manage production goals, deadlines, and various metrics. • Ability to negotiate, influence, and collaborate to build successful relationships. • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues. • Good verbal, written, and interpersonal communication skills. • Knowledge and understanding of collections and default loss mitigation. • Utilize skip tracing skills to locate location information of customers and the missing asset/collateral. • Strong analytical skills with high attention to detail and accuracy.
- EARLY STAGE COLLECTIONS (4/2020 - 4/2022) : Responsible for providing quality customer experience while working to collect and negotiate terms of repayment on complex/specialized outstanding account balances. • Provides exceptional service while being empathetic when evaluating customers situation to provide relevant solutions in creating terms of repayment. • Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. • Exercise independent judgment to identify and resolve problems. • Working internally with other groups to resolve customer issues and problems. • Completing research and special projects as assigned.
Legal Assistant/Account Associate 2
Wells Fargo Trust (Randstad Employment Services)
09.2019 - 03.2020
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
- Corresponding with attorneys and law firms (both domestic and international) to ensure all necessary documentation is properly prepared and delivered to ensure timely closings. • Working and remaining compliant with Bank standards. • Maintaining internal systems and accounts to ensure information remains accurate and current. • Exercise independent judgment to identify and resolve problems. • Working internally with other groups to resolve customer issues and problems. • Completing research and special projects as assigned.
Collections/Skip Tracing
Anheuser-Busch Employees' Credit Union
03.2017 - 04.2019
- Developed customized reports for clients, presenting relevant tracking data in an easily digestible format.
- Reduced response times for critical incidents by optimizing tracking protocols and communication channels.
- Improved satisfaction with thorough follow-ups and timely updates on tracked assets or individuals.
- Streamlined workflows by identifying inefficiencies within existing processes and proposing actionable improvements.
- Participates in maintaining a financially sound loan portfolio through early delinquency control. • Recommends further action on accounts as deemed necessary. • Skip trace/locates members (or their assets) with delinquent accounts and attempts to secure payment by performing the following duties. • Interview customers to determine reason for delinquency. • Demonstrates judgment and discretion within the framework of all applicable regulations and policies. • Evaluates member accounts and recommends what actions need to happen next. • Researches and analyzes data on past due loan accounts, non-sufficient return items and negative share balances, and claims of fraudulent account activity.
Complex Tax Specialist
Edward Jones (Professional Employment Group)
12.2014 - 08.2016
- Maintained thorough and current understanding of applicable tax laws.
- Collaborated with cross-functional teams to ensure seamless communication and coordination on tax-related matters.
- Worked with individuals, trusts and companies to manage tax compliance and reporting needs.
- Reviewed financial statements for accuracy and integrity.
- Responsible for accomplishing technical or advanced business area specific functions including interpreting information and making subjective decisions that have a moderate to high level of risk or that may have legal, regulatory or financial implications. • Understand rules & regulations and the impact they have on the business area functions, systems and controls; along with identifying inherent and potential risks and making recommendations to mitigate. • Responsibilities include supporting new technology or system upgrades. • Variety of daily and periodic responsibilities based on the business area, and a strong working knowledge of specific product or financial services industry rules, processes, systems and controls.
Senior Collection Specialist III
JPMorgan Chase Bank
06.2008 - 08.2014
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Responsible for mitigating loss and tracking impounded vehicles to ensure we are properly addressing any risk to our collateral. • Assessing the level of risk associated with each stored vehicle to determine an appropriate course of action. • Responsible for working with tow companies, auctions, and local law enforcement • Support a strong network of internal departments that all have segment of this process and ensure all groups are functioning as intended. • Responsible for managing a portfolio consisting of accounts that are 60 to 120+ days delinquent where our collateral is impounded/stored. • Highly skilled in skip tracing and collection tools to locate the customers (or assets) in order to determine ability and intent. • Communicate effectively and professionally with internal and external customers • Able to handle complex and sensitive situations
Education
BBA - Business Administration And Management
Lindenwood University
Saint Charles, MO12-2018
Skills
- Goal-oriented mindset
- Documentation skills
- Payment plan negotiation
- Documentation
- Inbound call management
- Research
- Business correspondence
- Debt collection
- Financial collections
- Information coordination
- Integrity checks
- Skip tracking
- Active listening
- Decision-making
Timeline
Senior Account Resolution Specialist
Wells Fargo Auto
04.2020 - Current
Legal Assistant/Account Associate 2
Wells Fargo Trust (Randstad Employment Services)
09.2019 - 03.2020
Collections/Skip Tracing
Anheuser-Busch Employees' Credit Union
03.2017 - 04.2019
Complex Tax Specialist
Edward Jones (Professional Employment Group)
12.2014 - 08.2016
Senior Collection Specialist III
JPMorgan Chase Bank
06.2008 - 08.2014
BBA - Business Administration And Management
Lindenwood University
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