Crystal Shook

Crystal Shook is an experienced professional in member care and loan resolution, currently serving as Member Care Manager and Loan Resolution Manager at Firstmark Credit Union since June 2017. Previous roles include positions at JCPenney as a Retail Cashier and at SWBC as a Charge Off Collector. Crystal has extensive background in call center environments, particularly in loan collections at Ditech Financial LLC, where responsibility included managing a portfolio exceeding 80 million dollars. Leadership skills were demonstrated as Resolutions Manager at Flexi Compras and Collections Manager at Sierra Acceptance, where coaching and team development were key focuses. Crystal holds a Bachelor of Science degree in Psychology from Kaplan University and has a varied work history that includes roles in mortgage collection, consumer loan processing, and credit card collections.