TAMIK EDWARDS

*Guided customers and dealers through financing options, including voluntary protection such as GAP and payment solutions.

*Communicated account status clearly, addressed late payments, and processed collections activities with a customer-centric approach.

*Handling inbound/ outbound calls from a dialer LivVox

*Updating customer records by logging interactions notes and adhering strict compliance policies.

Assisted customers in securing payment extensions and deferrals.

• Qualify and assign collection-approved accounts for involuntary, voluntary, abandoned, and impound repossessions.
• Reviewed and updated repossession agent assignments, conducted skip tracing, and closed dead-end assignments to streamline follow-up processes.
• Reviewed accounts for payments and collection arrangements; placed accounts on hold or closed requests.
• Review, update, and follow up with repossession agents; conduct light skip tracing and close dead-end assignments for skip department follow-up.
• Assist with selection of repossession agents, negotiating fees, and verify required insurance and bond coverage.
• Review repossession agency invoices, post transactions in the AMW system, and forward documentation for payment.
• Assisted in selecting repossession agents, negotiated fees, and verified insurance and bond coverage to ensure compliance with company standards.
• Handle inbound and outbound customer calls through the LiveVox dialer; communicate account status, past-due balances, payment solutions, extensions, and deferrals.
• Guided customers and dealers through financing options and voluntary protection products, ensuring accurate account documentation for compliance and customer satisfaction.

• Performed risk analysis and account reviews, recommending process improvements.
• Assessed account risk to guide spending decisions in line with company policies and procedures.
• Conducted risk analysis and account reviews, recommending process improvements to enhance recovery rates.
• Established rapport through active listening and personalized service, aligning customer needs with financial controls.
• Followed up on account actions, documented customer interactions, and resolved inquiries professionally.
• Supported compliance with privacy and consumer credit legislation and promoted appropriate payment and account solutions.

• Managed collections and loss-mitigation/recovery activities, including customer contact, skip tracing, employment verification, and identifying accounts for legal action to maximize recovery efforts.
• Contacted delinquent, charged-off, and high-risk customers to secure payment and determine cause of delinquency.
• Negotiated payment arrangements, educated customers on account terms and alternate payment programs, and worked to reduce delinquency while maintaining customer-service standards.
• Documented customer contacts and collection activities in software systems, resolving routine billing inquiries to improve customer satisfaction.

• Collected outstanding merchant balances through high-volume calls in a call center, utilizing automated dialing system to maximize efficiency.
• Established rapport with merchants, overcame objections, and negotiated payment of outstanding debt.
• Established rapport with merchants, negotiated payment of outstanding debt, and effectively overcame objections to secure timely payments.
• Handled escalated calls regarding disputed debts and billing, documenting complaints and resolutions to ensure accurate record-keeping and customer satisfaction.