Amanda Lay
Hillsboro,OR
Summary
Results-driven Collection Customer Service Representative known for high productivity and efficient task completion. Skilled in negotiation, conflict resolution, and account management. Excel at communication, empathy, and patience to navigate challenging customer interactions. Committed to improving customer satisfaction while achieving financial goals.
Overview
23
23
years of professional experience
1990
1990
years of post-secondary education
Work History
Special Education Assistant-Tobias Elementary
Hillsboro School District
Hillsboro, OR
09.2023 - 10.2025
- Provide support to students with Special Education Needs Grades k-6
- Assist with classroom management and organization
- Assist teachers in the classroom with everyday activities
- Monitor students behavior
- Work one on one with students in activities and their daily tasks
- Monitor students behavior and provide support
- Organize small focus groups to help student with daily school work
Payment Services Associate
First Tech Federal Credit Union
Hillsboro, Oregon
01.2022 - 02.2023
- Process wire transfers- Foreign, Domestic and International
- Check accounts for fraud
- Update members information when need to
- Work on daily processing goals
- Process daily reports
- Process end of day reports
Operations Processor2 for Executive Office
Well Fargo
Hillsboro, OR
09.2019 - 11.2021
- Receive customers complaint letters
- Review response letter from Case Specialist
- Communicate with the Case Specialist
- Process complaint letters
- Mail out response letters in a timely matter
- Keep a spread sheet of the letter volume
- Meet daily goal with the team
Collection Support
Wells Fargo
Hillsboro, Oregon
06.2013 - 09.2019
- Support The Collections Department
- Review past due accounts daily in ques
- Put past due accounts in dialer to be called
- Review payment plans and process them
- Update customer's account information
- Keep spread sheets of daily work
- Work to meet daily goals with the team
- Assist collectors with processing payment plans
- Completed day-to-day duties accurately and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
Collection Customer Service Representative
Wells Fargo
Hillsboro, Oregon
01.2003 - 05.2013
- Assisted customers with account inquiries and payment arrangements.
- Managed customer accounts and ensured compliance with company policies.
- Collaborated with team members to resolve complex customer issues.
- Educated customers on payment options and financial services available.
- Handled escalated calls to ensure customer satisfaction and issue resolution.
- Maintained up-to-date knowledge of company products and industry regulations.
- Provided customer service to resolve issues related to overdue accounts.
- Educated customers about terms of contract to foster on-time payments.
- Reviewed and analyzed individual customer situations to recommend payment plans.
- Identified reasons for delinquency to assist customers in resolving payment issues.
Education
Sunset High School
Portland , ORSkills
- Customer Service
- Payment processing
- Retail sales
- Administrative
- Education-SEA
- Time management
- Phone experience
- Multitasking
- Collections Experience
- Problem-solving abilities
- Documentation and recordkeeping
Timeline
Special Education Assistant-Tobias Elementary
Hillsboro School District
09.2023 - 10.2025
Payment Services Associate
First Tech Federal Credit Union
01.2022 - 02.2023
Operations Processor2 for Executive Office
Well Fargo
09.2019 - 11.2021
Collection Support
Wells Fargo
06.2013 - 09.2019
Collection Customer Service Representative
Wells Fargo
01.2003 - 05.2013
Sunset High School