Amber Mitchem
Dade City,FL
Summary
Exemplary Collections Representative with a 10+ year background in corporate and consumer debt. Highly-skilled in bankruptcy, skip tracing and accurate record-keeping. Firm, tactful, and remains calm in stressful and tense situations.
Overview
4
4
years of professional experience
Work History
Collections Representative
Santander Consumer USA
Odessa, FL
12.2021 - Current
- Processed payments received by mail, phone or online transactions.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Maintained a database of customer contact information and payment history.
- Referred cases involving fraud, bankruptcy or insolvency to appropriate parties for resolution.
- Completed skip traces on customers failing respond to collection efforts.
- Advised debtors on payment options and set up payment plans.
- Contacted customers to discuss and resolve past due accounts.
- Prepared documentation required for collection and repossession activities.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Answered customer questions regarding account discrepancies or problems.
- Reviewed accounts to determine payment plan compliance.
- Contacted customers with delinquent accounts to solicit payment.
- Marketed delinquent mortgage notes to investors, negotiating to achieve highest bids for notes and short sales.
- Handled irate customers smoothly to achieve performance targets.
- Developed strategies to increase the effectiveness of collections efforts.
- Processed payments over phone and set up recurring drafts.
- Upheld privacy and security requirements for customer information.
- Recorded information about customers' financial status and collections status efforts.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Negotiated credit extensions and waivers when necessary.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Advised delinquent customers on strategies for debt repayment.
- Received payments and posted amounts to customer accounts.
CSR
H&r Block
Knoxville, TN
12.2019 - 12.2021
- Developed strong customer relationships to encourage repeat business.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Developed strategies to improve quality of customer service delivery.
- Prevented key account losses by researching discrepancies and correcting problems.
- Consulted with customers to resolve service and billing issues.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Documented all conversations with customers in CRM software according to company standards.
- Researched required information using available resources.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Educated customers on special pricing opportunities and company offerings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Handled customer inquiries and complaints in a timely manner.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Associate of Applied Science - Business Administration And Management
Walters State Community College
Morristown, TN05-2015
Skills
- Skip Tracing
- Automated Dialer Experience
- Installment Plan Set up
- Insolvency Resolution
- Team Collaboration
- Effective Negotiator
- Data Entry
- Friendly Voice
- Negotiation
- Goal-Oriented
- Mathematics Skills
- Policy Standards and Guidelines
- Team Player
- Outbound Calling
- Records Maintenance
- Customer Research
- Payment Posting
- Investigation Due Diligence
- Risk Management
- Team Oversight
- Persuasion Strategies
- Payment Acceptance
- Supply Ordering
- Familiar With Locating Individuals
- Call Center Background
- Credit and Collections
- Collections
- Finance
- Records Management
- Following Conversation Scripts
- Relationship Building
- Sales Experience
Timeline
Collections Representative
Santander Consumer USA
12.2021 - Current
CSR
H&r Block
12.2019 - 12.2021
Associate of Applied Science - Business Administration And Management
Walters State Community College