Amanda Abella
Navarre,FL
Summary
Experienced Collections Counselor bringing 3+ years of success in collections positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving delinquency while maintaining quality member service.
Overview
3
3
years of professional experience
Work History
Delinquency Control Counselor IV
Navy Federal Credit Union
02.2024 - Current
- Decreased delinquency rates by implementing effective counseling strategies and techniques.
- Achieved successful repayment resolutions by negotiating payment arrangements with members.
- Strengthened team performance by sharing best practices, policies and procedures when asked.
- Mitigated potential losses by proactively negotiating late stage accounts preventing charge off or litigation progression.
- Contributed to a positive team culture by actively participating in professional development opportunities and supporting colleagues in their growth as counselors.
- Maintained high volume of calls and met demands of busy and productive group while consistently meeting KPI's.
- Delivered exceptional member service on collection calls and maintained calm and professional demeanor and achieved 100% QA average.
Delinquency Control Counselor II
Navy Federal Credit Union
04.2021 - 02.2024
- Counsel members on payment options and
payment arrangements using various methods of payments, stating any applicable disclosures.
- Asked probing questions to determine cause of delinquency to assist in recovery of debt.
- Followed collections policy and procedures to comply with government regulations.
- Processed payments or provided assistance when necessary using the Member Assistance Wizard.
- Negotiated to collect balance in full for all stages of delinquency, reviewing deposit and payment history to ensure solid arrangement is made.
- Learned and adapted quickly to new technology
Education
Business Management Certificate
Laurel Ridge Community College
10.2024
Skills
Call center experience
Patience and Persistence
Call, payment, member history research
Payment Acceptance
Teamwork and Collaboration
Problem-Solving
Self Motivated
Adaptability and Flexibility
Reliability
Advanced Negotiation Techniques
Attention to Detail
Accomplishments
Sustained Superior Performance Award 2022 and 2023.
Timeline
Delinquency Control Counselor IV
Navy Federal Credit Union
02.2024 - Current
Delinquency Control Counselor II
Navy Federal Credit Union
04.2021 - 02.2024
Business Management Certificate
Laurel Ridge Community College