KABRIL LUCAS
Walnut Creek,CA
Summary
Business professional with expertise in all aspects of banking and collections. Collaborative team player with ownership mentality and a track record of delivering the highest quality strategic solutions to resolve challenges, propel business growth. With an extensive career with business and consumer financial institutions.
Overview
19
19
years of professional experience
Work History
SUPPORT CENTER OFFICER LEAD (LOAN SPEACIALIST/ UNIVERSAL BANKER)
UNITED BUISNESS BANK
05.2022 - Current
- Responsible for providing support to both clients and personnel throughout the bank
- Responsible for assisting clients with variety of requests including change of address, copies of statements and billings, stop payments, billing issues, online banking and other requests
- Branch Support, help bank personnel with questions regarding core system, new accounts, loans, and special products
- Selling Bank Products
- Opening New Accounts( 25-30 accounts a month)
- Support SBA and Commercial Loan Department
- Operations Resolution Specialist
SENIOR COLLECTIONS SERVICING REPRESENTATIVE
MECHANICS BANK AUTO FINANCE
04.2019 - 05.2022
- Supported collection activities and loss recovery to ensure effective portfolio management with large multinational financial institution
- Responsible for providing support via telephone and email to both clients and personnel throughout the bank( 100 calls and emails daily)
- Tracked status of assigned accounts and contacted past due account holders to advise of delinquencies, collect payment, and create arrangements, reconciliations and extensions
- Initiated liquidation of secured assets or charge off
- Exceed individual and team goals set on monthly basis
- Utilize various collections strategies and advanced skip tracing techniques to effectively collect from all forms of customers and impact assigned target
- Resolved valid disputes and pursued invalid disputes for timely repayment and resolution
- Cross trained in MB Auto Financing credit and funding departments
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Increased customer satisfaction by addressing and resolving complaints in timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
COLLECTIONS SPEACIALIST
UNITED SITE SERVICES
08.2018 - 04.2019
- Managed collections and unresolved reconciliation portfolio of Northern California Market(50% reconciliation rate)
- Communicated with customers via e-mail, inbound and outbound calling to negotiate payment arrangements, refunds and reconciliations
- Expertly handled all stages of account delinquency for high volume customer portfolio while meeting monthly performance targets
- Independently conducted research on disputes and troubled accounts to inform strategies for resolution and recommendation for escalated action
SETTLEMENT SPEACIALIST
LENDING CLUB
02.2017 - 10.2017
- Managed charge-off portfolio and entrusted to make final resolution on delinquent accounts and assign loans to legal
- Followed up with customers and authorized 3rd party representation via telephone or email to initiate settlement offers and payment plans( 90% Settlement expectance rate)
- Analyze and develop strategies with Credit and Risk with a collaborative approach toward Payment Operations goals
- Managed high volumes of daily settlements, consistently meeting deadlines without compromising accuracy.(100 calls and emails daily )
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
SR. LEAD PAYMENT SOLUTIONS
LENDING CLUB
02.2016 - 02.2017
- Responsible for daily performance of junior staff, to provide insight and training for new and existing team members on customer service and policy
- Tracked performance and call quality via call monitoring and routine one-on-one coaching ( 20 calls monitored week)
- Set performance standards in customer service as final resolution on escalated customer calls
- Call monitoring Quality Assurance liaison
PAYMENT SOLUTIONS REPRESENTIVE
LENDING CLUB
01.2015 - 02.2016
- Resolving delinquencies for assigned small business accounts with blended inbound/outbound environment( 100 phone calls daily)
- Repeatedly received awards and bonuses for outstanding performance
- Ensured compliance with all standards of policies and procedures
ACCOUNTS PAYABLE PROCESSING RETENTION LEAD
SAFE SECURITY
01.2011 - 01.2015
- Maintained and grew consumer and business accounts though consistent monitoring and client relationships
- Increased revenue by re-negotiating and pricing new sales contracts for high volume acquisition contracts (25+ new contracts month)
- Performed passed due payment collections and negotiated settlements and payoffs(100 calls daily)
- Peer-to-peer couching with sales and collection training for new hires
- Promoted to Accounts Payable Processing Retention Lead
RETENTION LEAD
EAST BAY NEWS GROUP
01.2008 - 01.2011
- Created and maintained organized database to develop and maintain sales
- Met and exceeded daily and monthly sales goals as well as focused on customer service and retention( 100 outbound calls daily)
- Investigate and resolve customer complaints in timely and empathetic manner
- Assisted in development of new hires and peer-to-peer coaching in sales and retention
SALES MANGER, SR UNDERWRITER AND LOAN PROCESSING LEAD
GREAT WESTERN FUNDING
01.2006 - 08.2007
- Hire, trained and lead home mortgage sales representatives and processing team
- Direct contributions of 16 agent sales team, providing performance coaching to maximize results
- Coordinate staff processing/ underwriting / sales meetings to discuss strategy, best practices and process improvements
- Create momentum for reaching goals in staff through effective coaching United
Education
Associate Of Science - American History
Diablo Valley College
Pleasant Hill, CASkills
- Portfolio and Account Management
- Invoicing & Billing Systems
- Settlement and Repayment Plans
- Delinquent Account Reconciliation
- Team Training and Leadership
- Excellence in Customer Service
- Problem Solving and Attention to Detail
- Knowledge of Loan Processing and Funding
- Policy and Procedure Compliant
- Consumer/ Business Sales and Collection
- Analytical and Research Skills
- Ability Prioritize Toward Department Goal
- Knowledge of FDCPA and FCRA
- Knowledge of Cash Management and Branch Support
Websites
Educationandcertificates - Collegecoursework
- Diablo Valley College, Pleasant Hill, CA
- Skyline College, San Bruno, CA
Timeline
SUPPORT CENTER OFFICER LEAD (LOAN SPEACIALIST/ UNIVERSAL BANKER)
UNITED BUISNESS BANK
05.2022 - Current
SENIOR COLLECTIONS SERVICING REPRESENTATIVE
MECHANICS BANK AUTO FINANCE
04.2019 - 05.2022
COLLECTIONS SPEACIALIST
UNITED SITE SERVICES
08.2018 - 04.2019
SETTLEMENT SPEACIALIST
LENDING CLUB
02.2017 - 10.2017
SR. LEAD PAYMENT SOLUTIONS
LENDING CLUB
02.2016 - 02.2017
PAYMENT SOLUTIONS REPRESENTIVE
LENDING CLUB
01.2015 - 02.2016
ACCOUNTS PAYABLE PROCESSING RETENTION LEAD
SAFE SECURITY
01.2011 - 01.2015
RETENTION LEAD
EAST BAY NEWS GROUP
01.2008 - 01.2011
SALES MANGER, SR UNDERWRITER AND LOAN PROCESSING LEAD
GREAT WESTERN FUNDING
01.2006 - 08.2007
Associate Of Science - American History
Diablo Valley College
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