Alanna Wartenberg
Mahwah,NJ
Summary
Customer Service and Collections Professional experienced in managing delinquent accounts and negotiating payment arrangements. Achieved compliance with federal and state debt collection laws through thorough account history reviews and relationship building with members. Focused on facilitating collections while providing financial counseling to help members resolve outstanding debts.
Overview
13
13
years of professional experience
Work History
Senior Collections Specialist
MSS - Member Support Services
03.2024 - 04.2026
- Contacted members via phone and email to discuss past-due balances and negotiate payment options
- Negotiated payment arrangements with members and internal support teams
- Focused on high delinquency home equities & mortgages.
- Focused on foreclosure accounts
- Managed delinquent member accounts through MSS support service workflows
- Ensured timely collection of payments by phone, email, or mail.
- Investigated and resolved customer inquiries regarding delinquent accounts.
- Reviewed account histories for billing errors and collection notes
- Documented collection activity in account systems and case files
- Developed and maintained relationships with customers to facilitate the collections process.
- Developed and maintained strong relationships with clients to facilitate payment collections.
- Provided guidance and training to junior staff members in the Collections Department.
- Financial counseling
- Researched customer accounts to ensure accuracy of billing information.
- Negotiated repayment plans with customers to address outstanding debts.
- Adhered to all federal, state, and local laws governing debt collection practices.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Received payment and posted to appropriate customer accounts.
- Notified customers of delinquent accounts in an attempt to collect outstanding amounts.
- Met demands of busy collections group by performing high volume of daily calls.
- Completed skip traces on customers failing to respond to collection efforts.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Collaborated with legal department officials on bankruptcy cases for the management of proceedings and post-petition payments.
- Worked across 4 credit unions; Aspire, Credit union of NJ, United Teletech Financial & Greylock Federal Credit Union.
- Performed Skip traces for entire team as needed.
Senior Collections Specialist
MSS- Member Support Services
DeMotte
03.2024 - 04.2026
Collections Advocate
ACS
Montvale, NJ
02.2023 - 03.2024
- Called and collected payments on past due loans and accounts, ensuring timely resolution of delinquencies.
- Processed customer payments accurately
- Responded to incoming customer calls promptly
- Assisted customers with inquiries and service requests
Customer Service Specialist
David Yurman
Lyndhurst, NJ
10.2021 - 03.2022
- Answered all customer service calls across multiple queues.
- Answering all emails sent to us for various customer questions, inquiries issues and orders/returns/exchanges.
- Managed and organized voicemails from customers to ensure timely responses.
- Jewelry repair and service questions.
- Helping customers choose the right piece of jewelry for them or alternative pieces if original was out of stock.
- Helping customers choose the right piece of jewelry for them or alternative pieces if the original was out of stock.
- Processed BOSS, creation, boutique, and personal shop orders efficiently.
- Being knowledgeable about the product collections, the differences between different metals, gemstones and gemstone cuts and how to keep clean and how to store and handle properly.
- Clarified customer inquiries to guarantee understanding of product choices and maintenance guidelines.
Collector
Account Control Systems
Montvale, NJ
03.2020 - 01.2021
- Handled inbound and outbound calls to address member inquiries and concerns.
- Processed payments for delinquent accounts to facilitate recovery of owed funds.
- Following up with any account that I'm working on.
- Followed up on accounts to ensure resolution and member satisfaction.
- Ensured effective email communication with clients for prompt responses and support.
Agent
Dial America Call Center
Mahwah, NJ
06.2019 - 01.2020
- Facilitated Healpros program logistics
- Managed Dicosta program operations
- Administered Daily Pay program tasks
Supervisor
Xogistix Call Center
Oakland, NJ
01.2016 - 06.2017
- Addressed challenging customer calls
- Assisted customers with special needs
- Supervised Xogistix Call Center agents during daily inbound and outbound call operations.
- Monitored call quality, compliance, and customer service standards across team interactions.
- Coached agents on scripts, call handling, and professional phone communication.
Supervisor
Michaels
Ramsey, NJ
11.2012 - 12.2013
- Coordinated employee break schedules to ensure adequate coverage and team well-being.
- Answered all customer phone calls.
- Operated cash register during busy shifts to assist customers promptly.
- Created daily break schedule for cashiers to optimize workflow and service efficiency.
- Kept on top of returns and kept the store looking fantastic throughout the day.
- Managed returns and maintained store presentation to enhance customer shopping experience.
- Made sure each and every customer was greeted and helped with a smile.
Education
Fair Lawn High School
Fair Lawn, NJSkills
- Debt collection
- Payment negotiations
- Foreclosures
- Bankruptcy processing
- Financial counseling
- Account reconciliation
- Skip tracing
- Payment processing
- Conflict resolution
- Professional communication
- Attention detail
- Conflict resolution techniques
- Payment posting
- Goal-oriented mindset
- Financial management
- Relationship building
- Empathy and tactfulness
- Credit and collections
- Data entry efficiency
- Payment plan coordination
- Call center experience
- Finance
- History research
- Active listening
- Delinquency prevention
- Debt recovery expertise
- Credit reporting
- Skip tracking
- Collections
- Outbound calling
- Bankruptcy law awareness
- Investigation due diligence
- Customer research
- Account review
Highlights of Qualifications
- Thirteen plus years of experience on the customer service field.
- Effective communicator, attentive listener, patient and diplomatic.
- Sincerely enjoy working with people in person and over the phone.
- Detail oriented & hard worker.
- Fast learner.
- Collecting on past due credit and loan accounts
Timeline
Senior Collections Specialist
MSS - Member Support Services
03.2024 - 04.2026
Senior Collections Specialist
MSS- Member Support Services
03.2024 - 04.2026
Collections Advocate
ACS
02.2023 - 03.2024
Customer Service Specialist
David Yurman
10.2021 - 03.2022
Collector
Account Control Systems
03.2020 - 01.2021
Agent
Dial America Call Center
06.2019 - 01.2020
Supervisor
Xogistix Call Center
01.2016 - 06.2017
Supervisor
Michaels
11.2012 - 12.2013
Fair Lawn High School