Jennifer Torres
Lowell,MA
Summary
To obtain an Executive management position, in which I am given the opportunity to play a direct role in the unlimited growth and success of a solid organization. The opportunity to apply my experience in Director of Collections & Recovery, Senior management, Skip tracing, Collections and vehicle asset recovery, customer service and retail in order to achieve company expectations. Motivated professional possessing a strong commitment to quality customer service coupled with superb communication skills. Builds customer loyalty by effectively resolving problems, and providing great service.
Overview
22
22
years of professional experience
1
1
Certificate
Work History
Director of Collections & Recovery
Lendbuzz Funding Llc
06.2019 - 10.2023
- Established entire Collections & Recovery teams & Processes
- Executive vendor management, development and implementation across several areas in Operations
- Manage and develop Employees & vendor services to solidify and perform efficiently
- Built metrics reporting with outside systems to establish productivity
- Established deferment policy and process
- Work with a, variety of internal teams to come up with solutions initiating incredible company growth
- KPI's to enhance team morale and accountability
- Handled understaffing, disputes, and administering disciplinary procedures
- Utilize a variety of resources, multiple complex systems to accurately document and research information
- Ex: TLO, RDN, DRN, Salesforce, Lexis Nexus, Auto IMS, Experian, Carfax etc.
- Managed entire Repossession vendor portfolio
- Execution of repossession orders
- Handled impound assignments with subordinate staff
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Timecard approvals for each department
- Worked with IT establishing a sufficient OEM platform
Collections Manager/ Skiptracer
Auto Use Auto Loan
08.2003 - 06.2019
- Compliance training
- Manage over 60 day collectors
- Utilize a variety of resources, multiple complex systems to accurately document and research customer information
- Ex: Lexis Nexus, Accurint, Experian etc.
- Assist Customer Service Department with difficult calls requiring a manager
- Compile various reports
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review terms of sales, service, or credit contracts and determine appropriate strategy
- Generate payments from customers
- Locate and monitor overdue accounts using a variety of automated systems
- Locate and notify customers of delinquent accounts by mail, email, text or phone
- Establish relationships with our dealer base, repossession agents, outside vendors and fellow employees
- Negotiate credit extensions when necessary
- Notify credit departments, order repossession and turn over account records to attorneys when a customer fails to respond to collection attempts
- Perform various administrative functions for assigned accounts, such as recording address changes and purging records of deceased clients
- Trace delinquent customers to new addresses by inquiring at post offices, phone/utility companies, credit bureaus as well as other various skip tracing tools as well as social media
- Review for credit worthiness
- Perform skip tracing including DMV checks, run credit bureaus
- Track GPS positions on all vehicles with GPS tracking providers
- Assist in repossession recovery process
- Build and run campaigns through a predictive dialer for customer service agents in the call center.
- Researched accounts and completed due diligence to resolve collection problems
Customer Support/Technician Support
Qualxserv
10.2001 - 07.2003
- Data entry of all accounts
- Dispatch to technicians for customer computer issues
- Performed tasks related to answering customer inquiries received via phone
- Answering multi-line incoming calls in a call center environment
- Contribute to team effort by accomplishing results as needed
- Massachusetts notary public
Education
High School Diploma -
Greater Lowell Technical High School
Tyngsboro, MA1997
Skills
- Knowledge of compliance and FDCPA, Skip tracing, location techniques, Collection
- Management Program, Credit card processing, Collection Recovery Services, Asset Control
- Collections training, Collections management, Dialer operations, Slack, Salesforce, TLO, RDN, DRN
- Business Activity Tracking / Google drive
- Recruit qualified staff / Coordinate Training
- Financial Reporting and Analysis
- Stakeholder and Investor Relations
- Remote Video Conferencing
- Cost Control and Reduction
- Strategic and Financial Planning
- Leading Employees
- Risk Management Expertise
- Payment Plans
Certification
Massachusetts Notary public
Additional Information
Previously nominated for:
Female In Leadership Award (NARS)
Humanitarian of the Year Award (NARS)
Timeline
Director of Collections & Recovery
Lendbuzz Funding Llc
06.2019 - 10.2023
Collections Manager/ Skiptracer
Auto Use Auto Loan
08.2003 - 06.2019
Customer Support/Technician Support
Qualxserv
10.2001 - 07.2003
High School Diploma -
Greater Lowell Technical High School
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