Aneesa Gray
Collinsville,IL
Summary
At US Bank National Association, I excelled in enhancing recovery rates and fostering client trust through expert negotiation and assertive communication. Leveraging proficiency in software and collections processing, I consistently met performance goals, contributing to continuous process improvement and team development. My approach balances empathy with determination, driving financial success and customer satisfaction.
Overview
16
16
years of professional experience
Work History
Collector
US Bank National Association
09.2008 - Current
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Maintained high volume of calls and met demands of busy and productive group.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
- Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
- Trained new team members on scripts, company services, and collection strategies.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Evaluated, researched and resolved discrepancies.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
- Enhanced company reputation by professionally handling sensitive financial matters.
- Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Utilized various software programs to efficiently manage account information and track progress towards collection goals.
- Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
- Proactively identified opportunities for improvements in the collections process, sharing insights and suggestions with management to support continuous growth and development.
- Balanced persistence with empathy when pursuing overdue payments from individuals experiencing financial hardship.
- Increased recovery rates with consistent follow-up on overdue accounts.
- Performed detailed account audits to identify discrepancies or inconsistencies that may have been hindering the collections process.
- Negotiated to collect balance in full.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Processed payments and applied to customer balances.
- Used skip tracing and other techniques to locate debtors.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Researched billing errors and discrepancies to initiate corrective action.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Analyzed customer financial records to determine appropriate payment plan.
- Developed and documented collection procedures and policies to comply with government regulations.
- Prepared and submitted legal documents to initiate court proceedings.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Education
Bachelor Of Science In Education - Educational Leadership And Management
Harris Stowe State University
St Louis, MO05.2024
Associate In Arts - General Studies
St. Louis Community College
St Louis, MO05.2015
Skills
- Safety procedures
- Assertiveness
- Call center experience
- Customer research
- Issue investigation
- Repayment plan structuring
- Account analysis
- Performance improvements
- Proficiency in software
- Payment schedules
- Collections processing
- Fair debt practices
- Delinquent account management
- Debt negotiation
- Persuasion techniques
- Debt management
- Script usage
- Credit adjustments
- History research
- Staff development
- Account reviews
- Account auditing
- Financial controls development
- Legal compliance
- Account management
- Payment acceptance
- Performance improvement techniques
- Goal orientation
- Investigation due diligence
- Recovery techniques specialist
- Accounts receivable specialist
- Call center background
- Collections process improvement
- Billing and collections best practices
- Repayment negotiations
- Collections regulatory guidelines
- Persuasion strategies
- Aged account reporting
- Decision-making
- Risk management
- New hire training
- Records management
- Records maintenance
- Relationship building
- Payment posting
- Finance
- Goals and performance
- Collections
- Financial statements expertise
- Conflict resolution techniques
- Outbound calling
- Financial management
- Active listening
- Account review
- Credit and collections
- Billing problem resolution
- Balance collection
- Payment plan coordination
- Stress management techniques
- Payment plan management
- Delinquency prevention
- Problem-solving
- Customer service
- Team collaboration
- Process improvement
- Organization skills
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
Timeline
Collector
US Bank National Association
09.2008 - Current
Bachelor Of Science In Education - Educational Leadership And Management
Harris Stowe State University
Associate In Arts - General Studies
St. Louis Community College