Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Tiana Hoovik

Cedar Rapids,IA

Summary

Experienced Collections Specialist bringing 24-years of success in service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.

Overview

16
16
years of professional experience

Work History

Senior Collector

Collins Community Credit Union
Cedar Rapids, IA
07.2021 - Current
  • Manage mixed portfolio of 300+ accounts in ownership environment.
  • Negotiated solutions that met creditor and debtor needs, initiated and managed repossessions and foreclosures.
  • Achieved performance goals on consistent basis.
  • Followed all applicable Federal Laws in regards to Collections and Banking.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Late Stage Skip

Toyota Financial Services
Cedar Rapids, IA
03.2016 - 07.2021
  • Manage portfolio of 150-180dpd accounts in ownership environment meeting compliance and resolution goals, often exceeding 50%.
  • Use skip tools and critical thinking to locate Customers and/or collateral to reduce delinquency and loss with payment or repossession to avoid Charge Off.
  • Mentored Late Stage team to enhance collections skills, skip tracing, crucial conversations, critical thinking and account management.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.

Late Stage Collections

Toyota Financial Services
Cedar Rapids, IA
08.2008 - 03.2016
  • Manage portfolio of accounts 90-150dpd in ownership environment and out for repossession.
  • Used skip tools and critical thinking to locate Customers/collateral to reduce delinquency and loss through resolution.
  • Assisted in development of Portfolio Manager rolled out to all Late Stage and Specialty teams.
  • Trained all new employees sharing best practices, company expectations and high standards.
  • Handled special projects as requested by Supervisor.
  • Achieved performance goals on consistent basis.

Mid Stage Collections

Toyota Financial Services
Cedar Rapids, IA
08.2007 - 08.2009
  • Collected on accounts 30-90dpd to negotiate quick solution to delinquency.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Used probing techniques to determine debtors' reasons for delinquency.

Education

High School Diploma -

Kennedy High School
Cedar Rapids, IA

Associate of Applied Science -

Rainstar University
Scottsdale, AZ
2004

Skills

  • Customer Advising and Referral
  • Call Center Processes
  • Service Quality Standards
  • FDCPA Compliance
  • Problem Identification
  • Analytical and Critical Thinking
  • Negotiation and Resolution
  • Payment Scheduling

Additional Information

Five year member of Toyota's Community Emergency Response Team participating in Medical Simulation Labs, fire suppression training, building-wide mass casualty drills, CRP certified, Stop the Bleed and AED training. Assisted in real life fire and dangerous weather events and medical emergencies.

Timeline

Senior Collector

Collins Community Credit Union
07.2021 - Current

Late Stage Skip

Toyota Financial Services
03.2016 - 07.2021

Late Stage Collections

Toyota Financial Services
08.2008 - 03.2016

Mid Stage Collections

Toyota Financial Services
08.2007 - 08.2009

High School Diploma -

Kennedy High School

Associate of Applied Science -

Rainstar University

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Tiana Hoovik