Experience

Propel Financial Services

• United States
• Financial Services
• 1 - 100 Employee

• Loan Servicing Supervisor

  • Mar 2017 - Present

  Austin, Texas Metropolitan Area

• Loan Servicing Supervisor

  • Mar 2017 - Present

  Austin, Texas Metropolitan Area



Hunter-Kelsey of Texas, LLC

• United States
• Real Estate
• 1 - 100 Employee

• Loan Servicing Supervisor

  • Mar 2017 - Dec 2022

  United States



Texas Guaranteed Student Loan Corporation

• Team Lead/Collections/Call Center

  • Aug 2014 - Jun 2016

  Round Rock, TX Responsible for developing a productive, highly motivated team of collections representatives through consistent mentoring and coaching Set personal and team targets to ensure collection goals were met as well as planned and prioritized activities to achieve improved results Updated productivity on a daily, monthly and yearly basis utilizing various software and spreadsheets for tracking and reporting to upper management Handled all writing of policy and procedures for Customer… Show more Responsible for developing a productive, highly motivated team of collections representatives through consistent mentoring and coaching Set personal and team targets to ensure collection goals were met as well as planned and prioritized activities to achieve improved results Updated productivity on a daily, monthly and yearly basis utilizing various software and spreadsheets for tracking and reporting to upper management Handled all writing of policy and procedures for Customer Relations Team Identified individuals with potential and sponsored their future development utilizing company training Consistently reviewed performance of the team, & identified development needs to maximize performance Proficiently followed the Fair Debt Collections Practices Act and ensured collection representatives did as well. Performed phone monitoring and random call audits.

• Senior Customer Relations Specialist

  • Aug 2013 - Aug 2014

  Round Rock, TX Assisted in the oversight and training of CRS Team to ensure productivity and compliance with federal guidelines Acted as service point of contact in absence of TL by assisting team with questions regarding policy and procedure, assigning duties, as well as handling escalated calls from internal and external borrowers through direct counseling to help provide solutions Provided detailed analysis of borrowers financial situations and made recommendations with TL approval Actively… Show more Assisted in the oversight and training of CRS Team to ensure productivity and compliance with federal guidelines Acted as service point of contact in absence of TL by assisting team with questions regarding policy and procedure, assigning duties, as well as handling escalated calls from internal and external borrowers through direct counseling to help provide solutions Provided detailed analysis of borrowers financial situations and made recommendations with TL approval Actively managed CRS Team email, fax, voicemail, and work list to ensure account information was distributed, assigned, or completed accordingly Communicated with strong verbal and written abilities

• Customer Relations Specialist

  • Nov 2011 - Aug 2013

  Round Rock, TX Work directly with borrowers and collection teams on escalated accounts regarding responsible and affordable payment options Actively worked with internal and external borrowers though direct counseling to provide solutions to repayment needs Provided detailed analysis of borrowers financial situations and made recommendations with approval Communicated with strong verbal and written abilities

• Default Recovery Specialist

  • Oct 2008 - Nov 2011

  Round Rock, TX Responsible for negotiating repayment plans for delinquent accounts while abiding by FFELP Federal Regulations, Policies, Procedures, Laws, and Regulations Reviewed financial status to determine appropriate repayment option Consistently meet and exceeded goals on a monthly/yearly basis Implemented extensive skip search research in order to locate borrowers and employers Answered inbound and outbound customer calls in order to assist borrowers with repayment as well as other service… Show more Responsible for negotiating repayment plans for delinquent accounts while abiding by FFELP Federal Regulations, Policies, Procedures, Laws, and Regulations Reviewed financial status to determine appropriate repayment option Consistently meet and exceeded goals on a monthly/yearly basis Implemented extensive skip search research in order to locate borrowers and employers Answered inbound and outbound customer calls in order to assist borrowers with repayment as well as other service needs Communicated with strong verbal and written abilities Consistent training and testing to insure knowledge of all policies and procedures



Hewlett Kia

• Assistant Service Manager

  • Oct 2006 - Feb 2008



USA Mobility

• Telecommunications
• 100 - 200 Employee

• Government Account Executive

  • Feb 2003 - Jan 2006



Metrocall, Inc

• Major Account Service Representative

  • Sep 2001 - Feb 2003



Metrocall, Inc

• Major Account Customer Care Representative

  • Feb 1998 - Mar 1999