1. CHARLENE D. LUM
1813 E MCCORMICK DR
Muncie, IN 47303
Phone: 765-215-6119
charlenelum@comcast.net
Objective
To establish a long-term career, in the Administrative field, with opportunity to utilize my skills
and experience to be an asset to the company that I work for.
Ability Summary
Experience in performing varied duties in an office environment.
• Accurately balanced cash drawer on a daily basis.
• Accurately processed a variety of banking transactions.
• Provided excellent customer service at all times.
• Successfully negotiated repayment schedules with delinquent customers.
• Extensively researched accounts for credit reporting and credit disputes.
• Developed and prepared repayment plans to include loan modifications and deferrals for
delinquent customers.
• Advised customers as to their repayment options and when needed routed them to
government programs to assist during their hardships.
• Accurately prepared and processed daily reports.
• Collected financial data to process loan request.
• Operated a variety of office equipment including multi-function printers, fax machines,
coin and currency sorting machines, ATM machines, and cash advance machines.
Employment History
Loan Counselor
09/2015 - Current Navient Corporation 4501 Superior Dr, Muncie, IN
* Educate delinquent borrowers on their options to resolve delinquency and maintain their
student loans.*Maintain an average of 160 calls per day* Utilize skip tracing tools to locate and
contact delinquent borrowers and/or authorized third parties in regards to delinquent student
loans. * Computer skills in Microsoft Office as well as knowledge of INN Dialer System,
Borrower Pursuit System, and Mainframe Systems working simultaneously together. * Achieve
and exceed monthly production goals .* Completion of conference calls between borrower and
lender and negotiate appropriate actions to bring delinquencies in good standings. * Accurately
documenting and updating borrower accounts and contact information. * Remain compliant on
all calls and follow state and federal regulations at all times. * Flexibility in scheduling and
working overtime, nights and weekends as needed to obtain and exceed goal expectations.*
Sales Agent
07/2015 - 09/2015
Combined
Insurance
8900 Keystone at the Crossing, Indianapolis,
IN