MELISSA SWANNER

· Coordinates with managers and CSP team

· Investigates break

· Navigate multi systems; ARO, AD Sentry and client Sentry

· Preform daily cash reconciliation for assigned accounts ensuring all discrepancies are identified and resolved in a timely manner

· Support the reconciliation team with date entry, processing transaction, and monitoring reconciliation exceptions

· Assist in maintaining accurate financial records by reviewing and updating reconciliation reports

· Preform monthly and quarterly AOD’s

• Lead a group of collectors to ensure performance goals are met on both an individual and team level
• Provide employee training, development and coaching relative to adherence of company policies and procedures
• Develop and maintain daily, weekly and monthly reports in relation to incentive goals, production standards and quality assurance
• Compile and analyze statistical data relative to unit productivity
• Quality phone monitoring for both live and recorded call, conduct audits and provide feedback to both staff and employees
• Communicate with representatives via phone, skype, and email to assist in daily call activity, supervisor required calls and all other relevant work necessary to make calls to customers efficient and effective
• Member of the Navient Employee Voice committee to provide ideas and feedback pertaining impactful changes, improved procedures and positive reformation of current policies in place
• Audit and correct accounts with errors that may negatively impact an account
• Create and maintain team schedules
• Organize and implement team and department contests
• Perform duties as assigned by management

• Inbound and Outbound collection calls to customers regarding their delinquent student loans
• Communicate with debtors to discuss and negotiate short-term/long-term payment resolutions
• Skip trace accounts that have had no recent contact while maintaining compliance with the Fair Debt Collections Practices Act