Nisson Williams
River Oaks,Tx
Summary
To obtain a career in a result-oriented company where acquired skills and education will be utilized toward future advancement and growth
Overview
8
8
years of professional experience
Work History
Account Solutions Representative
Credit Acceptance
05.2024 - Current
- Build rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Process payments and applied to customer balances.
- Maintain high volume of calls and met demands of busy and productive group.
- Deliver exceptional customer service on collection calls and maintained calm and professional demeanor.
- Increase customer satisfaction by addressing and resolving complaints in a timely manner.
Collections Representative
Flag Ship Credit Acceptance
12.2022 - 05.2024
- Work delinquent accounts ranging from 5 to 60 days due via dialer system through inbound and outbound calls with the goal of negotiating payment arrangements to bring account current in accordance with all UACC policies and procedures and all state and federal regulations including the FDCPA
- Also going over payment alternatives to minimize delinquency
- Documenting the account clear and concise in the system using MSP/Black night and Spectrum systems
Customer Service Representative/ Customer Service Support
Loan Depot
06.2021 - 08.2022
- Worked independently while managing a queue of tickets in accordance with departmental goals
- Tickets could relate to payment processing, Taxes/Escrow, PMI, website account portal, deceased borrower, Closing Disclosure, etc
- Research complaints that require in-depth reviews, detailed overviews, and professional responses to both internal/external borrowers
- Prepares written responses to borrower inquiries and complaints, including CFPB and general escalations
- Contacts and communicates with borrowers via phone or email regarding inquiries, disputes, escalations, complaints, etc
- Within critical timelines set forth by loan Depot, Federal and State guidelines
- Follows up with customers to ensure their issues are resolved
- Utilizes a working knowledge of internal policies and procedures to effectively assist all borrowers
- Consistently exceeds quality assurance, productivity, and adherence goals
- Performs other duties and projects as assigned based on business needs
- Systems used are Zendesk, MSP, Case Management, Empower, TRK, Internet Explorer, Microsoft Windows word and excel
Loan Counselor
Penny Mac
04.2020 - 06.2021
- Received calls through an inbound queue or outbound call campaign to assist customers with resolving their early-stage default, by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure when applicable
- Update customer financial information to initiate foreclosure alternative programs and provide results and next steps based on the recommendation received
- Effectively service, resolve, and document escalated customer issues
- Manage self-follow-ups to ensure that they are addressed in a timely manner
- Interface and coordinate with other departments, including Home Retention, Property Resolution, Foreclosure, Bankruptcy, Litigation, and Customer Service
- Perform all duties in accordance with company policies and procedures and state and federal laws
- Perform other related duties as required and assigned
- Demonstrate behaviors that are aligned with the organization’s desired culture and values
- Systems used MSP, Lafa, Excel, and Word
Back End Collections Representative
Santander
02.2017 - 02.2019
- Mid-range auto collector, working accounts 30-59 days past due
- Advised customers on available payment alternatives, negotiate payment plans and respond to customer inquiries
- Educate customers on account history and the importance of paying on time
- Use skip tracing tools such as Accurint, whitepages.com [nam02.safelinks.protection.outlook.com], Western Union Quick Collect, Clear, Social Media, etc
- Exercise communication and analytical skills to provide mutually beneficial problem resolution
- Stayed in compliance with Federal Debt Collections Practice Act
Education
Associates of Arts - undefined
Tarrant County College
05.2018
Skills
- Able to prioritize and operate proactively
- Excellent communication skills verbally and written
- Able to learn new assignments quickly and efficiently
- Proficient in Microsoft Word, Excel, PowerPoint
- Calculating numbers, updating information or records
- Detail-orientated, self-motivated
- WPM 36
Timeline
Account Solutions Representative
Credit Acceptance
05.2024 - Current
Collections Representative
Flag Ship Credit Acceptance
12.2022 - 05.2024
Customer Service Representative/ Customer Service Support
Loan Depot
06.2021 - 08.2022
Loan Counselor
Penny Mac
04.2020 - 06.2021
Back End Collections Representative
Santander
02.2017 - 02.2019
Associates of Arts - undefined
Tarrant County College