Stephanie Brown
Kingston
Summary
Results-driven debt collection professional with 6+ years of experience in credit unions, specializing in delinquency resolution, client negotiation, and team leadership. Adept at reducing delinquency rates by 30% through tailored payment plans, training high-performing teams, and leveraging legal processes for asset recovery. Proven expertise in customer relationship management, compliance, and cross-functional collaboration.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Asset Management Officer
Revenue, Retention & Recovery Unit
07.2024 - 11.2024
- - Collaborated with the Legal Department to prepare 50+ monthly account statements and auction notices, prepare Private Treaty Listing, ensuring 100% compliance with regulatory deadlines.
Debt Management Unit Clerk → Senior Officer (Acting) → Asset Management Officer
COK Sodality Co-operative Credit Union Ltd
02.2019 - 11.2024
- Promoted 3x for consistently exceeding delinquency resolution targets and leadership excellence.
- - Delinquency Resolution: Reduced non-performing accounts by 30% through proactive negotiation of payment plans, resolving 50+ customer complaints monthly via phone/email.
- - Legal & Asset Recovery: Streamlined foreclosure processes by preparing 100+ formal notices, auction letters, and legal memos, accelerating asset recovery timelines by 20%.
- - Team Leadership: Trained and mentored 4 clerks on core banking systems and compliance, improving team productivity by 25% and maintaining a 95% member satisfaction rate.
- - Process Improvement: Designed a member communication protocol that decreased repeat delinquency cases by 15% through personalized email/phone advisories.
Asset Management Clerk
Revenue, Retention & Recovery Unit
01.2024 - 07.2024
- - Collaborated with the Legal Department to prepare 50+ monthly account statements and auction notices, ensuring 100% compliance with regulatory deadlines.
Collections Agent
Worldwide BPO and Call Centers
10.2018 - 02.2019
- - Achieved 90% promise-to-pay commitment rate via empathetic negotiation, reducing average delinquency duration by 10 days.
Education
Certificate - Allied Health
Garmex Heart Academy
Macus Garvey Drive, Kingston, Jamaica08-2015
Skills
- Debt Recovery & Collections Legal Documentation (Foreclosure, Auction)
- Customer Relationship Management (CRM) Team Training & Leadership
- Compliance (Bankruptcy, Fraud Prevention) Core Banking Systems
- Microsoft Office Suite Conflict Resolution Time Management
Certification
- Bankruptcy Collection Level 1 Certificate | Credit Union National Association | 2022-04
- Security and Fraud Level 1 Certificate | Credit Union National Association | 2023-03
Accomplishments
- - Top Performer Award 2023: Recognized for resolving 1,200+ delinquency cases annually.
- - Team Productivity Award 2022: Led team to exceed quarterly targets by 15% for 3 consecutive quarters.
Languages
English
Advanced (C1)
Timeline
Asset Management Officer
Revenue, Retention & Recovery Unit
07.2024 - 11.2024
Asset Management Clerk
Revenue, Retention & Recovery Unit
01.2024 - 07.2024
Debt Management Unit Clerk → Senior Officer (Acting) → Asset Management Officer
COK Sodality Co-operative Credit Union Ltd
02.2019 - 11.2024
Collections Agent
Worldwide BPO and Call Centers
10.2018 - 02.2019
Certificate - Allied Health
Garmex Heart Academy
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