WHITNEY C. WILLIAMS
Lancaster,Tx
Summary
Professional with robust experience in managing and organizing records, prepared for this role. Expertise in maintaining data integrity, confidentiality, and accuracy. Strong focus on team collaboration and achieving results. Reliable, adaptable, and skilled in document management systems, compliance, and administrative support.
Overview
19
19
years of professional experience
Work History
SR. AIRCRAFT RECORDS ASSOCIATE
Southwest Airlines
01.2023 - Current
- Managed record maintenance and organization to ensure compliance with regulatory standards.
- Implemented electronic filing systems, improving retrieval efficiency and reducing physical storage needs.
- Trained junior staff on record management procedures, enhancing team productivity and accuracy.
- Conducted regular audits of records to identify discrepancies and initiate corrective actions promptly.
- Maintain general office duties, including inventory maintenance, managing filing systems, inputting and following up on orders, receiving goods, input receipts or deductions, and making copies of all materials
- Assist the director and organize activities for upcoming events
- Assisted in the development of a comprehensive records retention schedule, aligning with legal requirements and organizational needs.
- Facilitated cross-functional collaboration by serving as a liaison between departments regarding records-related inquiries or issues.
- Maintained the accuracy of records by conducting regular audits and updating database entries accordingly.
- Supported digital transformation initiatives by participating in the transition from paper-based to electronic recordkeeping systems.
- Enhanced data security through strict adherence to company policies and best practices in handling sensitive information.
Senior Loan Servicing Account Manager
Marine One Acceptance Corporation
08.2018 - 01.2023
- Managing portfolio of 250-300 customer accounts
- Responsible for managing, tracking, and settling 60 + day delinquent accounts.
- Exceed daily call goals and Monthly delinquency goals.
- Responsible for handling customer service needs on non-delinquent accounts, such as assisting customers with payoffs, payment processing, title location, setting up recurring ach, completion of insurance claims, updating account information, troubleshooting online log on issues, providing explanation of principle balance, interest accrual and loan maturity.
- Determining customers’ needs for financial assistance (extensions, loan modification) based on customer financial hardship.
- Communicating with financial institutions such as banks, dealerships, recovery agents, and insurance companies in regard to repossession, payoff, refinancing and title transfer
- Utilize logic while skip tracing using various tools to locate new information about customers and vehicles to provide to the Repossession Contractor.
- Ask fact finding questions to help obtain contact information for customers and to identify vehicle locations to communicate to the repossession contractors to aid them in their repossession efforts, as needed.
- Obtain and Share Information: Skip trace (over the phone and internet) to locate the customer and confirm the vehicle location. Communicate the vehicle location information to the assigned repossession contractor to aid in recovery of the vehicle.
- Handle Phone Calls: Make outbound calls and receive inbound calls as a means of obtaining new leads.
- Adhere to Policies/Processes: Remain compliant with policies, processes, and legal guidelines; adhere to the Operations Attendance policy.
- Function as Trainer for new incoming employees
- Process improvement and implementation strategies and work remotely
- Developed and maintained strong client relationships to enhance customer satisfaction and retention.
- Coordinated cross-functional teams to streamline account processes and improve service delivery.
Back End Acct Manager/ Administrative Assistant
America's Cash Express
05.2012 - 07.2018
- As the Administrative Assistant duties included but were not limited to providing clerical and secretarial support by conducting research, preparing reports, handling information requests, performing bookkeeping functions, preparing mail, receiving guests, arranging meeting calls, and scheduling conferences. Open, arrange, and distribute incoming mail, faxes, and email. Ensure the confidentiality of both verbal and written information.
- As a collector responsibility included but were not limited to servicing a multi-million-dollar consumer debt payday loan portfolio.
- Negotiated payoffs, settlements, or monthly payment arrangements on accounts 90+ days past due to avoid third party placement.
- Assisted management in training and developing ongoing policies for collection team.
- Made 150+ outbound calls and effectively handled inbound calls from customers while managing 100+ accounts in my portfolio.
- Proficient in processing immediate and future payments to resolve the customer's account. Maintain inventory of office supplies and ensure that supplies are ordered on time.
- Led daily operations, ensuring compliance with industry regulations and organizational standards.
- Developed training programs to enhance team performance and operational efficiency.
Mortgage Processor
Dyck O'Neal
06.2010 - 02.2012
- Collect on multi-million-dollar mortgage accounts that have been foreclosed or short sold.
- Set up short sales, process documents to be sent for judgments on mortgage accounts as needed.
- Assist customers with payment arrangements on HELOC accounts to settle or pay remaining balances off via check, debit, or cc
- Send all requested documents to customers via mail or email.
- Follow up with customers as needed.
- Update all accounts to reflect agreement made after payment. Ensure customer and company satisfaction
Mid-Range Acct Manager/ Title Specialist
Santander Consumer USA INC
02.2007 - 02.2010
- Assist customer with auto loan payments and payment arrangements to ensure customer and company satisfaction.
- Update all account information as informed by customer.
- Heavy call volume inbound/outbound.
- Skip tracing on customers with no contact.
- Transfer calls to appropriate department if call is not collection or repo affiliated. Assist customers with payoffs on accounts or settlements. Follows all established standards of procedures and guidelines when processing transactions to have title documents arrive at the auctions and to protect the Consumer and Company.
- Organizes and completes work accurately to ensure conformity to specified requirements and that title documents are in accordance with established measures/deadlines and assigned goals.
- Documents and tracks all account activity in system of record.
- Identifies and resolves issues within assigned scope. This includes determining negotiability of the title document and assessing for potential fraud. Report any title discrepancies.
- Verifies acceptance of the title in the state for which it is filed; confirm accurate title VIN, odometer reading, releases of lien, etc. Report any title discrepancies.
- Maintains effective communication with all colleagues, auctions, vendors and third parties.
- Provides daily support and resolution to all internal customers regarding escalated issues.
- Updates the system with proper documentation for research, tracking, and reconciliation for repository purposes.
- Liaises with auctions, dealers, vendors, third parties and regulatory agencies to resolve open issues in alignment to internal processes and external regulations
Education
No Degree - Criminal Justice
Mountain View Community College
Dallas, Tx01.2012
No Degree -
University of North Texas
Denton, Tx01.2008
High School Diploma -
Justin F. Kimball High School
Dallas, Tx01.2004
Skills
- AS400
- Lyrical
- Microsoft Office software (Word, Excel, Outlook)
- Windows/Internet literate
- ERP literate
- Oracle
- 45 WPM
- 10-key by touch
- Word, Excel, Outlook, Publisher, Technologies: D & H Harland, Clear Tran, Blue Pay, Lexis Nexus, Experian Access, Sandcastle Field services, IDICORE, TLO, CARS, AMERICAN RECOVERY, MILLENIUM CAPITAL
- Records retention
- Document scanning
- File maintenance
- Records management
Languages
English
Timeline
SR. AIRCRAFT RECORDS ASSOCIATE
Southwest Airlines
01.2023 - Current
Senior Loan Servicing Account Manager
Marine One Acceptance Corporation
08.2018 - 01.2023
Back End Acct Manager/ Administrative Assistant
America's Cash Express
05.2012 - 07.2018
Mortgage Processor
Dyck O'Neal
06.2010 - 02.2012
Mid-Range Acct Manager/ Title Specialist
Santander Consumer USA INC
02.2007 - 02.2010
No Degree - Criminal Justice
Mountain View Community College
No Degree -
University of North Texas
High School Diploma -
Justin F. Kimball High School