Andrea Hicks
Auburn,GA
Summary
Client-support and financial-services professional with a strong background in guiding customers through sensitive account, payment, and application decisions. Handles high-volume calls, detailed CRM documentation, and new-hire training while keeping communication calm, clear, and compliant. Also brings estate-planning education and cross-functional coordination to support accurate next steps.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Founder & Legacy Strategist
Legacy Wave Consulting
01.2024 - Current
- Conducted client consultations to identify protection gaps and clarify available options, enabling informed decision making.
- Guided individuals, families, and business owners through financial protection questions by clarifying estate planning concepts, life insurance, Medicare, and beneficiary planning.
- Coordinated with attorneys and licensed professionals to provide clients with necessary legal, tax, or specialized guidance.
Sales Consultant
Beyond Finance
Chicago, IL
08.2024 - 03.2026
- Used discovery questions and empathetic explanations to connect options with client goals, consistently meeting performance targets in a high volume environment.
- Guided pre qualified clients through applications, explained next steps, and partnered with underwriting to address issues and keep applications moving.
- Maintained detailed, compliant client records to document conversations and application progress.
Debt Specialist
National Debt Relief
New York, NY
05.2023 - 06.2024
- Performed financial assessments and explained customized debt relief options, enabling clients to understand programs and address concerns effectively.
- Reviewed client financial profiles to recommend suitable debt relief options.
- Facilitated discussions about debt settlement options with clients and creditors to explore resolutions. with clients and creditors at National Debt Relief.
- Coordinated with underwriting to align client financial profiles with approved solutions, documenting interactions in CRM to ensure compliance with performance metrics.
- Explained repayment plans, settlement terms, and program requirements clearly.
Collection Specialist / Accounts Receivable
LendingPoint
Kennesaw, GA
03.2021 - 05.2023
- Assessed customer financial circumstances and implemented deferments, hardship programs, and payment arrangements to facilitate repayment.
- Managed 80-100 daily calls and emailed customers to investigate delinquency and discuss tailored payment options.
- Ensured calm, professional communication during challenging collection conversations in remote and call-center environments.
Collections Specialist / Accounts Receivable
Immediate Credit Recovery
Kennesaw, GA
02.2015 - 09.2020
- Handled 80-100 inbound and outbound calls daily, clarified payment options, and established payment arrangements.
- Researched accounts and completed due diligence to resolve collection issues, contributing to achievement of performance goals.
- Trained new team members on scripts and collection strategies, enhancing their onboarding experience.
Collection Specialist / Accounts Receivable
Financial Asset Management
Tucker, GA
04.2011 - 02.2015
- Managed portfolio of 65-100 clients monitored account status, and documented payment interactions to facilitate timely follow up.
- Managed inbound and outbound calls for past due consumer loan accounts.
- Addressed repayment concerns through problem solving conversations and efficiently processed credit card and check payments.
- Negotiated payment arrangements and hardship solutions with delinquent borrowers.
- Supported recovery efforts through compliant skip tracing and contact verification.
- Reviewed account histories and updated collection notes in servicing systems.
Education
Some College (No Degree) - Finance
Clayton State University
Morrow, GA10-2026
Skills
- Application support
- Client education
- Empathetic communication
- FDCPA compliance
- Financial assessments
- Phone and email support
- Salesforce and CRM documentation
- Risk assessment
- Ethics and integrity
- Negotiation
- Financial analysis
- Estate planning
- Account management
- Client consultation
Personal Information
Title: Client Support Associate
Work Preference
Location Preference
On-SiteHybridOpen to relocation: Yes
Certification
Medicare Certified 01/2027, Medicare and Fraud, Waste & Abuse (FWA) Training 05/2026, AHIP, Georgia Life & Health Pre-Licensing Education 04/2026, PLG Insurance Training, Georgia Life & Health Insurance License Certified, IAPDA
Timeline
Sales Consultant
Beyond Finance
08.2024 - 03.2026
Founder & Legacy Strategist
Legacy Wave Consulting
01.2024 - Current
Debt Specialist
National Debt Relief
05.2023 - 06.2024
Collection Specialist / Accounts Receivable
LendingPoint
03.2021 - 05.2023
Collections Specialist / Accounts Receivable
Immediate Credit Recovery
02.2015 - 09.2020
Collection Specialist / Accounts Receivable
Financial Asset Management
04.2011 - 02.2015
Some College (No Degree) - Finance
Clayton State University