TRACI MCELROY
Irving
Summary
Passion for enhancing customer and patient care drives success in managing high-volume portfolios of delinquent accounts. Proven track record in developing innovative repayment solutions and training team members, demonstrating strong leadership and commitment to excellence in challenging environments.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Loan Servicing II Back End Collections
Autonation Finance
Irving
10.2025 - Current
- Manage a high-volume portfolio of 130+ delinquent accounts daily, specializing in loans 31–60 days past due while maintaining productivity and quality standards.
- Utilize strong negotiation, conflict resolution, and customer service skills to secure payments and develop mutually beneficial repayment solutions.
- Assessed customer needs promptly to deliver timely support.
- Resolved customer issues effectively to ensure satisfaction.
- Trained and mentored newly hired team members on company policies, systems, and collection best practices, facilitating effective onboarding.
- Collaborated with supervisors on special projects and departmental initiatives, showcasing leadership potential and commitment to professional growth.
- Recognized as Employee of the Month on multiple occasions for outstanding performance, productivity, and commitment to delivering exceptional results.
- Offered assistance and direction to coworkers to enhance teamwork.
Resident Care Coordinator
Dancing River Assisted Living
11.2023 - Current
- Created individualized care plans tailored to the unique needs of each resident.
- Oversaw nursing assistants to ensure high-quality direct care for residents.
- Monitored adherence to state regulations to maintain standards in long-term care facilities.
Senior Collection Specialist
Santander
07.2021 - 11.2023
- Managed a team of 8 auto collection officers, providing guidance and monitoring performance.
- Approved and negotiated settlements on accounts and reasonable payment arrangements within corporate guidelines.
- Evaluated account status to determine collection strategies. and use appropriate collection techniques.
- Conducted skip tracing activities to locate missing or unresponsive customers.
- Oversaw repossession process for delinquent accounts.
- Processed postings of payments from credit counseling agencies, attorneys and collections agencies.
- Analyze customer financial information.
- Follows prescribed guidelines for bankruptcy, CCCS fraud and disputes.
Loan Advisor III
Bridgecrest
12.2016 - 07.2021
- Conducted detailed interviews with prospective borrowers to discuss loan options and explain terms and conditions.
- Prepared documents required for closing such as promissory notes, deeds of trust and mortgages.
- Developed in-depth understanding of the financial industry, including current regulations and compliance standards.
Customer Account Executive Representative
Comcast
01.2012 - 12.2016
- Answered inbound calls from customers, providing accurate information and resolving customer issues efficiently.
- Performed data entry functions accurately and in a timely manner for customer records.
- Identified and implemented improvements in customer service processes, enhancing overall customer experience.
- Communicated with customers professionally and empathetically, fostering positive relationships.
- Maintained current knowledge of products, services, policies, and procedures to provide informed customer support.
Education
Associate in Arts (A.A.) - Business Administration
Hinds Community College
Jackson, MS05-2013
High School Diploma -
Lanier High School
Jackson, MS05-2001
Skills
- Excellent Verbal & Written communication
- Strong Interpersonal skills
- Remote Office Availability
- Customer Service Excellence
- Proficient in Microsoft Office
- Leadership and Management
- Data Entry Accuracy
- HIPAA Compliance
- Medical Billing and Coding
- Patient Advocacy
- Loan Servicing
- Collections
- Accounts Payable
- Accounts Receivable
- Business Administration
- Call Center Operations
- Credit Analysis
- Consumer Lending
- Underwriting Expertise
- Fair Debt Practices
- Skip Tracing
- Negotiations
- Repayment Plan Structuring
Certification
Elite Customer Service Transformation
Timeline
Loan Servicing II Back End Collections
Autonation Finance
10.2025 - Current
Resident Care Coordinator
Dancing River Assisted Living
11.2023 - Current
Senior Collection Specialist
Santander
07.2021 - 11.2023
Loan Advisor III
Bridgecrest
12.2016 - 07.2021
Customer Account Executive Representative
Comcast
01.2012 - 12.2016
Associate in Arts (A.A.) - Business Administration
Hinds Community College
High School Diploma -
Lanier High School