Shirdyn Robert
Augier
Summary
Collections Officer with fantastic customer service and customer relations skills. Willingness to contribute to the overall team's success. Excellent negotiation skills and remain calm under pressure.
Overview
14
14
years of professional experience
Work History
Delinquency Control and Collections Officer
Mon Repos Eastern Cooperative Credit Union
01.2022 - Current
- Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
- Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
- Managed a portfolio of delinquent accounts, effectively prioritizing high-risk cases to minimize potential losses.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Review delinquent loan schedules on an ongoing basis and prepare reports for action based on the policy guidelines
- Review loans issued over designated periods for monitoring the incidence of delinquency
- Provide a daily report of all visits to delinquents
- Attend arbitration court hearings and voluntary settlement meetings
- Follow up on delinquent accounts as provided
- Assist in conducting loan interviews and the preparation of loan application forms for review by the loans officers or General Manager.
- Prepare correspondences for dispatch to delinquent members, their guarantors, and to other parties involved.
- Summarize and record in the member’s file, all discussions held with delinquents, including payment amounts and dates promised, concessions approved and all other such arrangements. Generally assist in updating and maintaining such records
- Prepare monthly, quarterly and annual reports on loan delinquency
- Monitor delinquency reports for errors or omissions and recommend necessary corrective action.
- Assist in determining what security the Credit Union holds against delinquent loans and advise as to whether charges or other pledges against such security are in place
- Perform any other relevant duties as assigned by your immediate supervisor or General Manger
Card Services Representative
Mon Repos Eastern Cooperative Credit Union Ltd
03.2020 - Current
- Educated clients about credit card benefits such as rewards programs or promotional offers leading to better utilization of available resources.
- Supported continuous improvement initiatives within the department through active participation in training sessions or workshops aimed at enhancing professional development.
- Recognized by supervisors for consistently receiving high-quality scores on internal evaluations reflecting commitment to excellence in client service delivery.
- Reduced fraud losses by diligently monitoring transaction activity and collaborating with the fraud department.
- Provided exceptional service in diverse situations including fraud prevention measures, lost/stolen cards reporting, and disputes handling.
- Facilitated smooth transitions between multiple systems during software updates or migrations minimizing downtime for users accessing card services.
- Strengthened relationships with customers through empathetic listening and effective communication techniques.
- Collaborated with other departments for timely resolution of complex issues, ensuring customer satisfaction.
- Streamlined card application processes for faster approvals and increased client acquisition rates.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
- Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases.
- Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes.
- Generated reporting to aid leadership with information to determine future credit card goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Teller Supervisor
Mon Repos Eastern Co Operative Credit Union
02.2017 - Current
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Assist tellers in solving members problems, research and resolve members questions and concerns by telephone, written correspondences / referring to higher authority when necessary
- Aid tellers with balancing problems. Investigate teller losses / overages and institute corrective actions
- Order and maintain vault cash and make regular bank deposits
- Organize work schedule as well as breaks for all teller personnel
- Refer and cross sell MRECCU products and services, meet or exceed sales goals
- Accurate updating, check logs, Tellers general ledgers, cash book etc.
- Adhere to help enforce policies and procedures
- Balance maintain and Audit cash (dispense machines, boxes) (when applicable)
- Audit cash drawers on a regular basis, and according to policy
- Verification of accounts updating information
- Processing FSRA dual membership requests & consult members – send and receive
- Requisition / ordering of stationary & office supplies
- Provides support to all assigned areas of the department where service or assistance is needed, loan disbursement – checks etc.
- Vouching of tellers daily transaction records
Loans Supervisor
Guardsman St Lucia Limited
08.2013 - 01.2017
- Review Loan application forms to ensure that all documents are accurately filled out;
- Ensure that all required attachments (copies of pay slips and IDs) are enclosed according to our policy;
- Assess if applicants qualify for the amount requested within the specified limit and to refer loan applications outside those limits to the Senior Loan Officer for approval
- Verify Guarantors with the Guarantor listing in Excel Spreadsheet;
- Ensure that Refinance Forms are correctly prepared for loan recipients who have existing loans with TravelCash St Lucia Limited or other lending Institutions
- Update the refinance information in Excel Spreadsheet; Prepare the Promissory Note & Authorization form for each approved applicant;
- Ensure that all approved loans are accurately activated and the correct amount uploaded to the respective card
- Handle customer queries and take appropriate action to resolve them
- Prepare refinanced listings on a weekly basis for the Senior Loan Officer to facilitate journal entries; Provide the Payroll Deductions with the signed Promissory Note and Authorization of each loan recipient on a timely basis;
- Streamlined documentation requirements for faster processing times, resulting in higher borrower satisfaction levels.
- Assisted in the development of new loan products tailored to meet specific market demands and client needs.
- Actively participated in community events as a representative of the company''s commitment to local economic growth.
- Coordinated efforts between sales, underwriting, processing, closing, and servicing departments to ensure seamless transactions for customers.
- Managed daily operations of the loan department, ensuring timely completion of tasks and meeting customer expectations.
- Oversaw the implementation of quality control measures aimed at reducing errors in loan origination processes.
- Maintained open lines of communication with other departments and senior management to facilitate collaboration on strategic initiatives.
- Developed strong relationships with customers through high levels of customer service.
Treasury Supervisor/Teller
Deposit Processing Department
09.2013 - 11.2015
- Implemented treasury policies and procedures
- Balanced and responsible for all cash coming in and going out of department
- Reconciled balances with bank on a daily basis
- Ensured that all cash was of central bank quality.
- Oversaw staff performance within the treasury team while providing ongoing mentoring and professional development opportunities as needed.
Teller Supervisor/Senior Treasury Custodian
Bank of St Lucia
10.2010 - 03.2013
- Answered customers' questions and addressed problems and complaints in person and via phone
- Helped customers select products that best fit their personal needs
- Offered exceptional customer service to differentiate and promote the company brand
- Offered direction and gave constructive feedback to motivate team members
- Held each team member accountable for achieving brand and performance goals
- Built and maintained effective relationships with peers and upper management
- Scheduled staffing for multiple branch locations
- Balanced daily cash deposits and bank vault inventory with a minimum error rate
- Trained employees on cash drawer operation
- Delivered prompt, accurate and excellent customer service
- Balanced Treasury Cash daily
- Repatriated cash to main branch weekly (local and foreign currency)
- Ensured that policies and procedures for cash and cash handling were adhered to
- Sorted Unfit/Mutilated cash for repatriation to main branch.
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
Education
Cerificate - Operations
American Bankers Association
United States09.2022
Vieux Fort Comprehensive Secondary School
Vieux Fort, St Lucia01.1999
Skills
- Banking knowledge
- Goal-Oriented
- Strong negotiation skills
- Call center experience
- Debt recovery expertise
- Performance Improvements
- Assertiveness
- Payment Acceptance
- Issue investigation
- Persuasion techniques
Timeline
Delinquency Control and Collections Officer
Mon Repos Eastern Cooperative Credit Union
01.2022 - Current
Card Services Representative
Mon Repos Eastern Cooperative Credit Union Ltd
03.2020 - Current
Teller Supervisor
Mon Repos Eastern Co Operative Credit Union
02.2017 - Current
Treasury Supervisor/Teller
Deposit Processing Department
09.2013 - 11.2015
Loans Supervisor
Guardsman St Lucia Limited
08.2013 - 01.2017
Teller Supervisor/Senior Treasury Custodian
Bank of St Lucia
10.2010 - 03.2013
Cerificate - Operations
American Bankers Association
Vieux Fort Comprehensive Secondary School
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