Specialist Shared Services - Operational Effectiveness - Nissan Motor Acceptance Company LLC - Irving, TX
(2018-10)
- Receive, assesse, prioritize, and categorize written correspondence from all channels regarding lease and retail accounts. Categorize customer complaints, and communicate resolution to customers/agencies in writing addressing all concerns raised. Research and resolve written customer inquiries and disputes concerning subject matter related to Customer Service, Lease Customer Network, and all Levels of Collections.
- Document requests for information and ensure timely response and completion of customer requests within department service level objectives. Communicate resolution in writing or phone call to customers/agencies addressing all concerns raised, and log and categorize responses.
- Communicate with subject matter experts for resolution based on severity, risk, or type, and subsequently evaluate, acknowledge, investigate, escalate, as needed, in order to provide the best resolution. Locate valid phone numbers and addresses for displaced customers through skip tracing. utilize all tools available and creatively investigate all possible channels of communication.
- Electronically respond to agencies acknowledging correspondence with the appropriate response within the timeframes required by regulatory agencies When necessary, administers account adjustments in accordance with NMAC's policies and procedures, as well as federal and state regulations.
- Collaborate to identify weaknesses in existing procedures, and communicate necessary corrections, including making process or system improvement recommendations
- Communicate with subject matter experts for resolution based on factors like severity, risk, or type, evaluate, acknowledge, investigate, and escalate, as needed, in order to provide the best resolution for the complaint in writing.
- Electronically respond to agencies acknowledging complaint with the appropriate response within the timeframes required by regulatory agencies.
Executive Complaints Resolution Specialist 5- Designate - Wells Fargo Dealer Services – Office of The President - Irving, TX
(2017-01 - 2018-10)
Agency Response Team
- Receive executive level high risk complaints from various mediums including, Government Agencies (CFPB, BBB, AG, Board of Directors, Attorneys, emails, letter, in-person, through dealerships, and social media outlets.
- Research executive level complaints for Wells Fargo Dealer Services Office of the President using the Wells Fargo Complaint Management Policy to ensure accurate and effective customer resolution.
- Build relationships and correspond with business partners to uncover solutions for customer complaints.
- Review casework to ensure regulatory compliance for team members involved and provide coaching feedback to prevent future discrepancies.
- Identify and capture any alleged or suspected violations of Federal Regulations, Fraud, Credit reporting, Consumer Protection Regulations, while working toward mitigating regulatory risk.
- Provided clear communication of the overall processes or transaction quality, and provided feedback to appropriate contacts regarding identified material deficiencies or issues including identification of inconsistencies.
- Work independently in a fast paced ever-changing executive environment with little supervision.
- Entrusted with special projects dealing with high risk and legal complaints, including but not limited to proposing and drafting legal settlements, along with becoming an SME for the "Service members Civil Relief Act" aspect of the business
- Trained new employees and contributed to the development of multiple policies and procedures for the department.
Funding Analyst II - Santander Consumer USA /Chrysler Capital - Dallas, TX
(2012-05 - 2017-01)
- Manage a book of customer files with limited supervisor or guidance.Use analytic skills to assess accuracy of verification, calculations and stat perform, advance level of verification to ensure credit guidelines are achieved.
- Provides world-class customer service through daily interaction with both internal and external customers, including SCUSA personnel, Credit department, Sales department, Dealers, Vendors and Customer
- Ensure adherence to State, Federal and Internal credit regulations.
- Stay updated on industry news and regulatory changes in accordance with State and Federal Law Regulations.
- Identify any fraudulent documents and notify the Fraud Department of any suspicious activities. Participates in team related activities and meetings. Utilize creative methods to generate results and to foster teamwork. Identifies appropriate title work for various states.
Quality Assurance - Santander Consumer USA /Chrysler Capital - Dallas, TX
(2012-05 - 2017-01)
- Evaluated and monitored calls made by varies department within the company, such as Servicing, Deficiency, Collateral Recovery, Bankruptcy, Credit, Credit Bureau, Originations and titles, Customer Service, Road loans, Insurance and Funding.
- Stay updated with the lasts training cast, and company policies and changes within the company, State and Federal Law Regulations and Consumer Protection Regulations.
- Provide feedback and coaching to agents who work has been audited to improve their quality scores.
Midrange Collection Account Manager - Santander Consumer USA /Chrysler Capital - Dallas, TX
(2012-05 - 2017-01)
- Collected on accounts from early, mid-stage and late stage collections. Managed escalated calls. Negotiated and assisted customers with making payments and payment arrangements on their accounts.
- Offered financial assistance to eligible accounts with management approval. Process skips trace on high risk accounts to retrieved number and addresses.
- Work assigned account within my book timely and effectively, to reduce the number of delinquent accounts to bring the accounts current.
Account Manager - Chrysler Financial
(2010-08 - 2012-05)
- Collected on total Loss Insurance deficiency accounts, early, mid-stage and late stage collections.
- Managed escalated calls. Offered financial assisting to eligible account.
- Negotiated and assisted customers with making payments and payment arrangements on their automobile accounts. Setup payment arrangement to bring the account current and keep it current. Processed payment via speed pay, quick collect and online payment center
- Provided account servicing to customers (e.g. account information, payment history and payoff information)
- Used Skip tools to locate customers on high delinquent accounts to resolve accounts before repossession or charge off. Provided good customer service to maintain a good relationship with the customer.
Bankruptcy Hope Counselor - Money Management International
(2009-04 - 2010-08)
- Bankruptcy Counselor, Loss Mitigation Counselor, Financial Counselor.
- Experienced in frequent conference calls to negotiate customer's proposal and postponing foreclosure proceedings.
Loan Processor - Jp Morgan Chase/ Direct Auto Finance
(2007-12 - 2009-04)
- Processed and forwarded applications for auto loans, credit rating, and related documents to credit analyst, also conveyed decision to customer regarding the results of their applications.
- Processed lien releases, customized letters, provide vehicle payoffs to dealer and Insurance companies, and also extended lines of credit.
- Researched retail accounts problems, resolve complaints correct records and explain available financial services. Collected debt on delinquent clients for auto payment.
