Experience

Generations Federal Credit Union

• United States
• Financial Services
• 100 - 200 Employee

• Operations Servicing Manager

  • Jun 2018 - Present

  Responsible for developing and managing the day to day activities of the loan servicing team, successfully driving and implementing initiatives, identifying and creating efficiencies, and enhancing and monitoring servicing touch points. Also responsible for servicing the consumer portfolio, the mortgage portfolio, and direct vendors. Oversees processing of payments, credit disputes, escrow payments and analysis, servicing of ancillary products, forced placed insurance, title perfection and… Show more Responsible for developing and managing the day to day activities of the loan servicing team, successfully driving and implementing initiatives, identifying and creating efficiencies, and enhancing and monitoring servicing touch points. Also responsible for servicing the consumer portfolio, the mortgage portfolio, and direct vendors. Oversees processing of payments, credit disputes, escrow payments and analysis, servicing of ancillary products, forced placed insurance, title perfection and release. Ensuring adequate procedures are maintained and adhere to corporate policies and remain in compliance with all state and federal laws and best practices. Promotes employee engagement, development, and training. Show less



Security Service Federal Credit Union

• United States
• Financial Services
• 700 & Above Employee

• Asset Recovery Supervisor II

  • May 2010 - Jun 2018

  San Antonio, Texas Area • Responsible for coaching, developing, mentoring, and continuous training of the Servicing team to ensure policies and procedures of the department are met • Responsible for troubleshooting, identifying opportunities, and making recommendations for process improvement and best practices to improve the effectiveness and efficiencies of the department • Understand workflow processes of the Asset Recovery department from beginning to end; lending practices, loan origination, collections… Show more • Responsible for coaching, developing, mentoring, and continuous training of the Servicing team to ensure policies and procedures of the department are met • Responsible for troubleshooting, identifying opportunities, and making recommendations for process improvement and best practices to improve the effectiveness and efficiencies of the department • Understand workflow processes of the Asset Recovery department from beginning to end; lending practices, loan origination, collections processes, repo, recovery, and charge off • Prepares and administers employee evaluations, performance reviews, disciplinary actions, terminations, interviewing, hiring, coaching, and development of the team members • Responsible for daily balancing of general ledgers and deposit accounts • Performs monthly reconciliations on assigned general ledger accounts each month for the previous month • Audit non-producing loan and credit card accounts and make recommendations regarding charge-off • Process monthly credit card charge-off Show less

• Asset Recovery Supervisor I

  • May 2004 - May 2009

  San Antonio, Texas Area • Supervised a team of collectors in the Asset Recovery Call Center. Established an action plan to meet team performance standards and ensured the attainment of those standards • Prepared daily, weekly, monthly and annual reports of department performance including recommendations regarding staffing, scheduling, and telecommunication changes • Conducted call monitoring and provided feedback to collectors concerning call quality and overall performance • Developed and maintained… Show more • Supervised a team of collectors in the Asset Recovery Call Center. Established an action plan to meet team performance standards and ensured the attainment of those standards • Prepared daily, weekly, monthly and annual reports of department performance including recommendations regarding staffing, scheduling, and telecommunication changes • Conducted call monitoring and provided feedback to collectors concerning call quality and overall performance • Developed and maintained optimal schedules for the call center staff to ensure all service goals and guidelines were met. Monitored all queues and adjusted staff schedules, holiday coverage, lunches, training, meetings, and other scheduling needs • Reviewed and prepared accounts for repossession. Performed cost benefit analysis, audited collection efforts, addressed gaps and made recommendations to management • Worked as liaison between third party vendors and Credit Union. Assessed, developed and maintained relationships with third party collection vendors to develop strategies appropriate to each agency. Provided advice and recommendations to ensure these agencies are working SSFCU accounts in a manner that will maximize dollars collected • Provided approval for recommendations of extensions, re-ages, and repayment of loans

• Collector III

  • May 2001 - May 2004

  San Antonio, Texas Area • Monitored and collected on accounts with emphasis on large loan balances, workout loans, special payment plans, credit cards, and accounts pending charge-off • Placed phones calls to customers to remind them of payments and account balance • Prepared and sent notifications of past due payments • Prepared delinquent account reports for management • Utilized available internet sources or pulled credit bureaus to skip trace members who have not been contacted • Audited work queues… Show more • Monitored and collected on accounts with emphasis on large loan balances, workout loans, special payment plans, credit cards, and accounts pending charge-off • Placed phones calls to customers to remind them of payments and account balance • Prepared and sent notifications of past due payments • Prepared delinquent account reports for management • Utilized available internet sources or pulled credit bureaus to skip trace members who have not been contacted • Audited work queues and submit recommendations for charge-off review