Tiffany N Williams
Fort Worth,TX
Summary
Experienced Account Manager with 10 years of experience in the finance industry. A strong leader with an excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude and devising successful strategies. Willingness to take on added responsibilities to meet team goals and ensure maximum productivity.
Overview
13
13
years of professional experience
Work History
ASU (Account Servicing Unit)
Reprise/Skopos Financial
Irving, TX
07.2022 - Current
- Investigated & resolved 500+ customer complaints through comprehensive research, resulting in satisfaction ratings increasing by 90%.
- Conducted detailed reviews of non-standard complaints to identify root causes & develop tailored solutions for customers, contributing to a 98% decrease in escalations.
- Developed efficient responses that addressed complexities of 200+ customer inquiries while mitigating risk exposure by 40%.
- Provided leadership and coaching for staff by analyzing performance and adapting to customer recommendations.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Funding Associate
Skopos Financial
Irving, TX
11.2019 - 06.2022
- Facilitated efficient communication between internal contacts, dealers, and customers to verify lease/loan information, resulting in 75% decrease in operational costs.
- Maintained updated records on over 500 customer accounts and third-party vendors for accurate funding processes with zero discrepancies.
- Collaborated with external parties to ensure timely loan document execution within 72 hours for 300+ deals per month, leading to an increase in revenue by 20%.
- Verified credit histories, personal references, and employment backgrounds for each applicant.
- Reviewed credit reports, financial statements, and transactions to verify accuracy and completeness.
Onboarding Specialist
Skopos Financial
Irving, TX
04.2017 - 10.2019
- Facilitated onboarding of new customers by completing between 50-75 questionnaires and gathering corresponding data within a 1-week period.
- Coordinated with various departments to ensure customer requirements were met, resulting in an average 10% increase in efficiency.
- Assisted customers with providing necessary content for their applications, achieving a 95% accuracy rate on all submitted documents.
- Guided over 1,500 clients through the onboarding process to ensure compliance and documentation accuracy, resulting in a customer retention rate of 97%.
Loan Servicing Representative
Skopos Financial
Irving, TX
07.2015 - 03.2017
- Updated customer accounts via Conduent with interactions, payments, and personal information.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Followed prescribed scripts and maintained a friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Provided recovery and collection efforts on charged-off accounts and reinstatements.
- Located customers using credit bureau information and other skip trace tools or databases.
Collections Account Representative
Santander Consumer USA
North Richland Hills, TX
04.2009 - 06.2015
- Handled over 100 inbound and outbound calls pertaining to the reconciliation of delinquent accounts daily.
- Contacted clients with past-due accounts to formulate payment plans and discuss restructuring options.
- Locate and monitor overdue accounts, using computers and a variety of automated systems.
- Trace delinquent customers to new addresses by inquiring at employers, credit bureaus, or through questioning neighbors.
- Worked with customers to create debt repayment plans based on their current financial condition.
Skills
- Customer Relations
- Advanced Computer Efficiency (both PC and Mac)
- Skip Tracing
- Credit Verification
- Employment verification
- Proficient with Conduent Loan Manager, Defi Solutions, and TransUnion (TLOxp)
- Strong knowledge of collection policies and procedures such as Fair Debt Collection
- Practices Act (FDCPA) and applicable federal and state statutes
- Collections
- Call Center Experiences
- Accurate payment posting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
ASU (Account Servicing Unit)
Reprise/Skopos Financial
07.2022 - Current
Funding Associate
Skopos Financial
11.2019 - 06.2022
Onboarding Specialist
Skopos Financial
04.2017 - 10.2019
Loan Servicing Representative
Skopos Financial
07.2015 - 03.2017
Collections Account Representative
Santander Consumer USA
04.2009 - 06.2015