YVETTE HARRIS-SEWELL
Raleigh,NC
Summary
Seasoned Account Resolution Specialist excited 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. Offering over 20-years of success in accounts receivables, collections and customer service positions. Compliance, procedures, regulations, confidentiality
Overview
23
23
years of professional experience
Work History
Loan Service Specialist
Wells Fargo Auto
Raleigh, North Carolina
01.2020 - 04.2026
- Support Loan Servicing functional area or processes.
- review, research, analyze, calculate, and submit auto claims that are moderate complex in nature.
- Perform moderately complete administrative, transactional, operational, or customer support tasks.
- Review, process, and respond to written and phone inquires of moderate to high complexity from customers, title companies, vendors and internal personnel pertaining to loans and various areas within Loan Servicing.
- escalate non-routine questions to experienced individuals.
- use relevant information and independent judgement to review claims while ensuring compliance with all federal, state, client and company policies, procedures and regulations.
- Interact and communicate with mid-level management, staff and cross business units, as well as internal or external customers.
- Monitor and evaluate the quality of Loan aftermarket Refund calls.
- Document quality issues and performance measure for management review.
Account Resolution Specialist
Wells Fargo Auto
Raleigh, NC
12.2008 - 01.2020
- Negotiated dispute resolution and communicated resolution status to customers.
- Updated customer accounts with interactions, payments and personal information.
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
- Negotiates account resolution and accurately inputs and documents actions within the collection systems while maintaining company performance and productivity standards.
- Maintains up-to-date customer contact information in the collections systems.
- Required to support other queues to facilitate teamwork in the department.
- Escalates and assists other team members with calls as needed.
- Serves as a resource/subject matter expert and may provide training to fellow team members.
- Required to initiate external contact with customers and perform advanced loss prevention activities (i.e. skip tracing, field chasing, account settlement) or administrative work, which supports the impounding or repossession of vehicles.
- Informed customers about issue resolution processes and progress and negotiated resolution of disputes.
- Set up plans to handle payments, payment plans and defaults on balances.
- Performed full research to check claims and possible solutions to individual issues.
COLLECTIONS SPECIALIST
HSBC
Virginia Beach, VA
09.2003 - 06.2008
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
- Maintain a collection Q of 200-300 accounts.
- Inbound and outbound calls.
- Achieve Monthly goal.
- Contact customers to Collect past due debits.
Education
Associate of Arts - Criminal
Suomi College
1985
Skills
- Leadership skills
- Maintain data integrity
- Strong problem solving skills
- Strong Collection skills
- Strong loss prevention skills
- History with predictive dialers
- Detail oriented
- Strong fraud skills
- Strong skip tracing skills
- Strong Negotiations skills
- Courteous demeanor
- Energetic work attitude
- Strong organizational skills
- Active listening skills
- Seasoned in conflict resolution
- Excellent time management skills
- Self-sufficient
- Compliance, banking laws and regulations
Affiliations
- Certificate of Appreciation from Office of the President
- Certificate of Achievement for Quality Score
- Created/Lead Team building assignments for office.
- Created leadership book club
Timeline
Loan Service Specialist
Wells Fargo Auto
01.2020 - 04.2026
Account Resolution Specialist
Wells Fargo Auto
12.2008 - 01.2020
COLLECTIONS SPECIALIST
HSBC
09.2003 - 06.2008
Associate of Arts - Criminal
Suomi College