Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Tenesha Hubbard

Fort Worth,TX

Summary

  • Ability to demonstrate flexibility in a fast paced, changing environment while managing multiple expectations.
  • Maintain schedule adherence.
  • Analyze basic financial information, including trends and forecasts suspense and research payments and refunds.
  • Knowledge of credit and debit processing in auto finance and/or banking. Basic knowledge of auto industry inclusive of consumer and commercial installment contracts.
  • Dependable Collections Specialist successful at meeting high productivity, quality and performance standards.
  • Manages high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets.

Overview

9
9
years of professional experience

Work History

Specialty Loan Advisor

Drivetime/Bridgecrest
01.2024 - Current
  • Analyzed information obtained to determine the applicant's creditworthiness.
  • Collect data from applicant's such as their assets, salaries, debts and employment status to complete information for the loan application.
  • Meet loan application deadlines.
  • Assist Credit analyst, and dealership with requests and tasks needed to complete and process applications.
  • Evaluated approvals against established bank and government lending standards.
  • Reviewed financial statements and contacted employment and insurance institutions to clarify details.
  • Handled any conditions/updates sent from underwriting departments.
  • Interviewed applicant's regarding loan needs and financial histories and conveyed verification information regarding application processes.
  • Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Reviewed files to select delinquent accounts for collection efforts.
  • Called customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
  • Searched computer databases, credit reports, public records or other resources to locate persons or to compile information for investigations.
  • Identified best-known address to locate client's collateral or customer.
  • Worked closely with repossession agents to coordinate activities.
  • Prepared and mailed invoices to customers, processed payments and documented account updates.
  • Oversaw bookkeeping and accounting systems and entered data into systems accurately.
  • Provide excellent customer service to customers who need assistance in meeting their contract obligations due to unexpected obligations.
  • Processing deferment extensions to bring the account current to prevent negative credit reporting, charge off, and repossession.
  • Maintain professional and persuasive communication and negotiation skills.
  • Collect past due payments and negotiate payment plans while maintaining positive relationships with customers.
  • Contact or attempt to contact customers who are delinquent via phone or digital text messaging.

Contract Administrator

Blue Chip Talent/Mercedes Benz Financial Services
07.2023 - 01.2024
  • Adhered to legal and contractual requirements for compliant contract processes.
  • Monitored incoming contracts and service agreements for correct pricing and information.
  • Drafted, reviewed and revised contracts for accuracy and completeness.
  • Facilitated communication between involved parties to enable timely contract sign-off.
  • Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
  • Reviewed and validated details of loan applications and funding documentation.
  • Carefully reviewed all documents and reports for completeness and accuracy.
  • Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
  • Performed basic calculations of residuals to make sure dealer has met accurate calculations.

Treasury Operations Analyst/Accounts Payable Analyst

GM Financial
01.2020 - 02.2021
  • Process all manual and electronic payments that rejects into suspense daily in an accurate manner.
  • Process Auto Suite GTA requests received from collections, customer Service and remarketing etc., with accuracy and efficiency.
  • Research and resolve accounts according to payment disputes in relation to missing payments, misapplied payments, unauthorized payments, and overpayments.
  • Update system of record as required.
  • Research and process charge backs, returns, and NSF and unidentified Payments in a timely manner.
  • Ability to reapply payments and account adjustments following departmental guidelines as needed while executing this process flawlessly.
  • Adapt to change in workflows, with availability to switch processes as needed by adapting to change.
  • Provide quality customer service to written/email requests.
  • Work as a team to achieve daily, weekly, and monthly deadlines.
  • Maintain suspense file in accordance with policy.
  • Ensure all reconciling items or out-of-balance items are resolved in an accurate and timely manner.
  • Perform other duties as assigned.
  • Prepared corporate fiscal and business plans to help strategically direct business operations and strengthen controls.
  • Presented forecasting and financial reports to GM Financial upper management and clients.
  • Received vendor invoices, validated for accuracy and routed for approval to prepare for payment processing.
  • Identified opportunities and risks in accounts payable process to improve standard operating procedures.
  • Handled sensitive and confidential documents and information to maintain corporate reputation.
  • Recorded deposits into the system, reconciled monthly bank accounts and tracked expenses.
  • Entered figures using 10-key calculator to compute data quickly.

Commercial Vehicle Lending Funder

GM Financial
11.2018 - 01.2020


  • Responsible for reviewing contract and supporting documents to ensure that acceptable credit standards are maintained and that loans conform to established company policy.
  • Accompany dealership representatives with inbound/outbound calls and request regarding customer account information.
  • Review loans that are held for follow-up and recommend appropriate action within a timely manner.
  • Ensure thorough knowledge and understanding of compliance and regulatory issues relating to loan and state policy/procedures.
  • Maintain loan documentation files and monitor compliance with terms of loan agreements.
  • Conduct a systematic review of commercial loans to determine adequacy of documentation.


Loss Mitigation Account Representative

GM Financial
04.2016 - 11.2018
  • Receive incoming calls from delinquent borrowers.
  • Make outbound collection calls.
  • Assist expired loan borrowers with rescheduling for matured, delinquent accounts.
  • Review and monitor all total loss, impounds, substitution of collateral and expired loan queues daily.
  • Properly document all account activity in the computer system.
  • Assist insurance adjusters with requests, questions and problems regarding any pending claim settlement.
  • Initiate contact with customers or agencies to negotiate payments or to satisfy any deficiency balances.
  • Managed calls by manual dialing and by predictive dialer.
  • Recommendations to repossess or abandon impounds by assessing the value of the vehicle comparing with any storage/repair/repossession fees.
  • Prepare Repossession Assignment Cover Sheet (RACS) and ensure all actions comply with all federal and state regulatory requirements.
  • Assess the value of vehicles and ensure coordination between the customers and dealerships on substitution of collaterals.
  • Ensure integrity of customer information by following established procedures for submitting requests to update loan/lease information and updating customer demographics in the system of record.
  • Demonstrate expert knowledge required to decision requests for loan/lease modifications pertaining to deferments, due date changes, late fee adjustments and payment re-allocations.
  • Adhere to company policies and procedures to ensure compliance with state and federal agencies.
  • Accurately document the system of record, chat disposition and complaint tracking applications.
  • Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
  • Provided reinstatement and payoff quotes to clients.


Chat agent/ Floor lead I

GM Financial
12.2015 - 04.2016


  • Assist with training and development, completing paperwork, handling complaints (from both staff and customers), financial responsibilities, assist with promotional events, personnel duties and reporting to senior level management.
  • Managed computer-based platform with multiple applications, including chatting and email messaging to maintain effective communication with customers.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Remedied issues quickly and provided floor support to team members needing assistance.
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Assisted department with email-based and phone support when call center was busy or short-staffed.
  • Maintained up-to-date knowledge of product and service changes. Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing, deliveries, and refund policies.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and provided back up for customer service managers. Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Investigated and resolved accounting, service and delivery concerns. Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Developed highly-efficient administrative team through ongoing coaching opportunities.

Education

High School Diploma -

Southwest High School
Fort Worth, TX
05.2009

Skills

  • LexisNexis Software
  • 10-Key
  • Automated Underwriting System (AUS)
  • Microsoft Office, Excel, Word, Powerpoint
  • Fraud Detection and Prevention
  • Data Entry
  • Legal Compliance
  • Risk Management
  • Financial Document Review
  • Credit and Collections
  • Loan Origination and Underwriting
  • Consumer Loan Underwriting
  • Skip Tracing

Additional Information

I have over 9 years of customer service experience. I am looking for a stable career with job security where I can thrive within the company, display my areas of expertise, as well as my hardworking ethnic background and dedication. I have the ability to help lead a team, help business grow, and maintain full control over business goals, and performance. I have the ability to adapt to new last minute and difficult situations with quick-decisioning. I love being able to bond with consumers to help them reach their expectations with a satisfied outcome. I am inspirational, positive, uplifting and fun but can be firm and goal oriented in order to reach monthly expectations and team goals. My dedication would be with the needs of the business and my team. If given the opportunity, I will display my dedication to ones company as I was at GM financial for 6 years and received several promotions due to my exceptional performance. I do want to advise there is a gap in my resume due to covid-19, and my mother suffering a brain aneurysm. I took off of work to help my sister care for her. Once, she received the health insurance she needed for care, I was able to return to work. I hope that my resume stands out to you. I thank you for your time, and hope to hear from you soon.


Timeline

Specialty Loan Advisor

Drivetime/Bridgecrest
01.2024 - Current

Contract Administrator

Blue Chip Talent/Mercedes Benz Financial Services
07.2023 - 01.2024

Treasury Operations Analyst/Accounts Payable Analyst

GM Financial
01.2020 - 02.2021

Commercial Vehicle Lending Funder

GM Financial
11.2018 - 01.2020

Loss Mitigation Account Representative

GM Financial
04.2016 - 11.2018

Chat agent/ Floor lead I

GM Financial
12.2015 - 04.2016

High School Diploma -

Southwest High School

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Tenesha Hubbard