Alicia Wood
Denton,MD
Summary
Proactive Branch Collection Specialist and Senior Personal Loan Specialist with extensive experience in debt recovery and client relations. Expertise in skip tracing, negotiating payment plans, and improving customer compliance. Strong negotiation skills and attention to detail, offering reliable and ethical solutions for debt management and loan processing.
Overview
29
29
years of professional experience
Work History
Branch Collection Specialist
OneMain Financial
05.2021 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used skip tracing and other techniques to locate debtors.
- Improved client relations by effectively managing collection calls and addressing customer concerns.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Worked with customer to create debt repayment plan based on current financial condition.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
Central Collections Specialist
OneMain Financial
05.2020 - 05.2021
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Maintained high volume of calls and met demands of busy and productive group.
Senior Personal Loan Specialist
OneMain Financial
08.1995 - 05.2020
- Mentored junior Personal Loan Specialists, sharing expertise in underwriting criteria and best practices for successful loan processing.
- Increased loan application approvals by streamlining the application process and implementing efficient review methods.
- Reduced delinquency rates by proactively monitoring portfolio performance and addressing potential issues before they escalated.
- Negotiated favorable loan terms for clients by leveraging knowledge of competitive landscape and advocating on their behalf.
- Participated in professional development programs to stay current on industry trends and legislative changes impacting consumer lending practices.
- Established a reputation as a trusted advisor among both clients and colleagues, resulting in increased business opportunities and professional growth.
- Educated borrowers on the importance of timely payments, contributing to an improved overall repayment rate among clients.
- Assisted clients in understanding credit scores, debt-to-income ratios, and other factors affecting their loan eligibility.
- Provided exceptional customer service throughout the entire loan lifecycle – from initial inquiry to final payment – fostering lasting client relationships built on trust and reliability.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Operated office equipment, such as fax machines, copiers, and multi -line phone systems.
- Greeted visitors or callers to handle inquiries or direct to appropriate personnel.
- Maintained scheduling and event calendars.
- Assisted customers with completing loan applications and other paperwork.
- Negotiated payment arrangements with customers to ensure resolution of delinquent accounts.
Education
High School Diploma -
North Caroline High School
Ridgely, MD05.1989
Skills
- Strong negotiation skills
- Debt recovery expertise
- Credit Control Knowledge
- Empathy and Tactfulness
- Client Relations
- Attention to Detail
- Payment Processing
- Accurate payment posting
- Multitasking Abilities
- Reliability
Additional Information
I have been in an office setting for the last 29years, with experience with multi-line phone systems, filing, faxing, payment posting, collecting, loan processing, skip tracing & scheduling.
I currently sit in the Easton Md office & work remotely from there for the Upper Marlboro, Md office.
I am reliable with a good work ethic and I have the ability to quickly adapt to new tasks and environments.
I may not have a lot of experience with different computer programs, however I am a quick learner. I am looking for a company to just give me a chance. I will always give 110%.
Timeline
Branch Collection Specialist
OneMain Financial
05.2021 - Current
Central Collections Specialist
OneMain Financial
05.2020 - 05.2021
Senior Personal Loan Specialist
OneMain Financial
08.1995 - 05.2020
High School Diploma -
North Caroline High School