Sheneka Wills
Cary,NC
Summary
Accomplished financial services leader skilled in delinquency management and account resolution. Expertise in leading teams to exceed compliance standards and improve member experiences, while interpreting data to drive strategic process enhancements and recovery outcomes.
Overview
27
27
years of professional experience
Work History
Account Resolution Team Lead
Coastal Federal Credit Union
Raleigh, NC
01.2012 - Current
- Led a team of 8+ collection specialists managing $1M+ in delinquent consumer loan portfolios, driving recovery goals and resolving delinquent accounts.
- Direct daily workflow execution, account assignment, queue management, and staffing coverage to ensure timely member outreach and account resolution activities.
- Serve as the primary escalation point for complex member concerns, payment disputes, hardship requests, and sensitive account situations, ensuring fair and timely resolution.
- Partner with leadership to monitor key performance indicators, productivity metrics, quality scores, and recovery results to improve team effectiveness and member outcomes.
- Achieved a 98% compliance rating across collection audits, exceeding company benchmarks.
- Analyze delinquency trends, departmental reports, and performance data to identify risks, improve processes, and strengthen collection outcomes.
- Collaborate with management to implement collection strategies that reduce delinquency and support organizational goals.
- Collaborate with leaders to facilitate ongoing training focused on account resolution strategies, compliance standards, effective communication, and member service excellence.
- Conduct team coaching sessions, and ongoing development conversations to improve employee engagement and results.
- Foster a culture of accountability, professionalism, collaboration, and continuous improvement.
Agent Recruiter
ZipRealty
Raleigh, NC
01.2008 - 01.2011
- Executed high-volume recruiting campaigns and candidate outreach initiatives.
- Developed relationships with prospective agents and business partners to support organizational growth.
- Assisted with onboarding and training activities for new agents.
Customer Collector II - Auto Finance Division
JPMorgan Chase & Co
Las Vegas, NV
01.2000 - 01.2008
- Managed a high-volume portfolio of delinquent and defaulted auto finance accounts while maintaining compliance with company policies and collection regulations.
- Negotiated repayment arrangements, settlements, and payment plans to improve account performance and reduce loss exposure.
- Consistently met or exceeded recovery goals through strategic communication, negotiation, and follow-up efforts.
- Investigated account discrepancies and developed customized solutions to resolve delinquency issues.
- Maintained detailed documentation of collection activities, account status updates, and customer interactions.
- Mentored new team members on operational procedures, account management practices, and customer service standards.
Default Recovery Specialist
General Revenue Corporation
Las Vegas, NV
01.2005 - 01.2007
- Managed collections efforts for defaulted federal student loans while ensuring compliance with FDCPA and regulatory requirements.
- Negotiated repayment agreements and settlements through high-volume inbound and outbound communications.
- Educated borrowers regarding repayment options, loan rehabilitation programs, and financial obligations.
- Maintained comprehensive documentation and portfolio management records while improving recovery performance.
Manager Assistant
Enterprise Rent A Car
Lubbock, TX
01.2003 - 01.2005
- Assisted with branch operations, customer relations, account management, financial recordkeeping, compliance and collections activities.
- Coordinated multiple special projects to enhance efficiency ranging from routine tasks to complex initiatives.
Education
Master's Degree - Business Management
University of Phoenix-Online Campus
Remote08-2015
Bachelor's Degree - Business Administration
Texas Tech University
Lubbock, TX05-2004
Marketing
Texas Tech University
Lubbock, TXPreparatory Steps/Real-Life Practice
Paycom Learning
Coastal Federal Credit Union Excel at These 3 Skills/Shifting Your Perspective
Paycom Learning
Coastal Federal Credit UnionLearning Copilot Chat (Basic)
LinkedIn Learning
Skills
- Account Resolution
- Delinquency Management
- Pre-Charge-Off Collections
- FDCPA Compliance
- UDAAP Awareness
- Loss Mitigation
- Complaint Resolution
- Escalation resolution
- Process Improvement
- Queue Management
- Workflow Management
- Team management
- Team Training
- Process Training
- Performance evaluation
- Member Excellence
Timeline
Account Resolution Team Lead
Coastal Federal Credit Union
01.2012 - Current
Agent Recruiter
ZipRealty
01.2008 - 01.2011
Default Recovery Specialist
General Revenue Corporation
01.2005 - 01.2007
Manager Assistant
Enterprise Rent A Car
01.2003 - 01.2005
Customer Collector II - Auto Finance Division
JPMorgan Chase & Co
01.2000 - 01.2008
Master's Degree - Business Management
University of Phoenix-Online Campus
Bachelor's Degree - Business Administration
Texas Tech University
Marketing
Texas Tech University
Preparatory Steps/Real-Life Practice
Paycom Learning
Excel at These 3 Skills/Shifting Your Perspective
Paycom Learning
Learning Copilot Chat (Basic)
LinkedIn Learning