Rob Back

Experience

• 

  Citicapital Commercial Corp

  Sept 2001 - Aug 2008

  Assistant Vice President

  Customer service manager for commercial leases and loans.

• 

  GE Capital

  Aug 2008 - Jul 2009

  Assistant Vice President

  Customer service manager for commercial leases and loans.

• 

  Citimortgage Inc

  Aug 2009 - Dec 2012

  Manage a back end collection team to prevent foreclosure and to keep clients in their homes. Coach team to adhere to FDCPA guideline while talking to our clients. Generated numerous reports for the business and operations. Work cross functional to resolve client concerns quickly. Coached and mentored employees to improve performance. Researched and resolved escalated issues as they arise to maintain good client experience. Manage a homeowners assistance team to prevent foreclosure and to keep clients in their homes. Coach team to adhere to FDCPA guideline while talking to our clients. Generated numerous reports for the business and operations. Work cross functional to resolve client concerns quickly. Coached and mentored employees to improve performance. Researched and resolved escalated issues as they arise to maintain good client experience.

  • Assistant Vice President

    Jul 2011 - Dec 2012

  • Assistant Vice President

    Aug 2009 - Sept 2011
• 

  Citimortgage

  Dec 2012 - Jul 2015

  Assistant Vice President

  Manage a loss mitigation team to prevent foreclosure to keep clients in their homes. Coach team to adhere to FDCPA guideline while talking to our clients. Generated numerous reports for the business and operations. Work cross functional to resolve client concerns quickly. Coached and mentored employees to improve performance. Researched and resolved escalated issues as they arise to maintain good client experience.

• 

  Santander Consumer USA

  Nov 2015 - May 2020

  Manage a team of up to 18 Credit Bureau Representatives.Provide accurate documentation of customer correspondence in account histories and updates to reflect the latest account activity so that information sent to the Credit Reporting Agencies (CRA) complies with all company procedures and State and Federal laws.Manages customer expectations while following company procedures and all applicable State and Federal laws.Analyzes data to accurately determine the correct account status.Utilizes customer service skills and knowledge of credit reporting process to ensure customers inquiries and disputes are resolved correctly and in a timely manner.Researches complex account transactions including payment history, payment extensions and reversals, bankruptcy, SCRA, repossession, collections, assumptions, etc.Identifies risks and opportunities in order to reduce or eliminate litigation costs and adequately protect the company's interest.Performs other duties as assigned. Show less

  • Credit Bureau Reporting Manager

    Aug 2018 - May 2020

  • Loss recovery manager

    Nov 2015 - Aug 2018
• 

  Mercedes-Benz Financial Services USA LLC

  Feb 2021 - Jan 2022

  Remarketing Program Advisor
• 

  Progressive Insurance

  Jan 2022 - May 2022

  Commercial Insurance Agent