Tiaira Mundine
Grand Prairie,Tx
Summary
Goal-oriented, resourceful and self-driven professional with an inherent interest in Customer Service role. Proven ability to identify customer needs and provide recommendations that solve problems and enhance capabilities. Excels at building and maintaining customer relationships through strong account management skills. Well-versed in developing and implementing client services policies and determining ways to measure satisfaction and improve services. Known for taking ownership of clients’ issues and following problems through to prompt resolution. Particularly effective in developing and implementing service procedures, policies, and standards.
Overview
7
7
years of professional experience
Work History
Collections Representative
Exeter Finance
04.2023 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and contracts on accounts.
- Handled Number outbound and inbound calls daily with goal of collecting owed debt.
Customer Service Representative
Loandepot
01.2021 - 04.2023
- Handle 60-70 calls receiving incoming and making collection calls to encourage payments and cure outstanding past due account balances to avoid further delinquency
- Respond to customer inquiries regarding loss mitigation options
- Process payments on customers accounts as needed
- Help customers with payment arrangements that relieve them of outstanding debt balances with the company
- Process Loan Modifications, Extensions, Due Date Change Requests
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Collections Representative
Santander Consumer USA
01.2019 - 01.2021
- Handle 70-80 inbound and outbound calls managing delinquent auto accounts, opening accounts, and closing accounts
- Responded to customer inquiries regarding past due auto loans and assistance options (payment arrangements, deferments, due date changes and loan modifications)
- Perform skip-tracing activities to locate customer, relatives, and collateral
- Work with clients to compile financial information and reconcile reports and financial data
- Help customers with payment arrangements that relieve them of outstanding debt balances that are more than 90 days past due
- Locate and update vehicle location information with vender to facilitate arrangements to pick up collateral
- Process payments on customer accounts as well as help customers understand payment options to ensure a positive experience
Loan Servicing Counselor
Capital One
03.2017 - 01.2019
- Serviced early-stage delinquent loans by using collection techniques, strategies, and exploring investor, state, and company foreclosure alternative programs to mitigate losses
- Respond to customer inquiries regarding mortgage defaults and loss mitigation options
- Prepare customer files for Underwriter; Review and perfect all documents provided by the customer to ensure the files is complete, accurate and adhered to regulatory requirements
- Research customer loan issues to determine resolution while overseeing customer trial plan adherence and completion
- Ensured corrective action on exceptions and problems identified, required data was accurately input, and proper procedures were followed
Education
Diploma -
Brekner High School
Skills
- Customer Service
- Collections
- Conflict Resolution
- Salesforce
- Accounting Support
- Critical & Analytical Skills
- Payment Negotiation
- Performance Planning
- PROFESSIONAL SKILLS
- Ability to enhance clients’ service experience by creating engages clientele and facilitate organic growth
- Proficient in managing clients’ accounts and ensuring total satisfaction at all times
- Conversant with strategic planning and implementing of core customer service plans
- Excel in preparing and examining account documentation to assess the accuracy and completeness of accounting records
- Guarantee maximum and efficient service delivery without risking high standard of excellence and client satisfaction
- Other:
- Microsoft Office Suite (Word, PowerPoint, Excel, Outlook), 10 key data entry, Typing skills 50 WPM
- Payment Arrangements
- Negotiation
- Multi-Line Phone Systems
- Great Phone Demeanor
- Mathematics Skills
- Team Player
- Team Collaboration
- Customer Research
- Outbound Calling
- Account Review
- History Research
- Call Center Experience
- Goals and Performance
- Finance
Timeline
Collections Representative
Exeter Finance
04.2023 - Current
Customer Service Representative
Loandepot
01.2021 - 04.2023
Collections Representative
Santander Consumer USA
01.2019 - 01.2021
Loan Servicing Counselor
Capital One
03.2017 - 01.2019
Diploma -
Brekner High School