Angela Ward

• Negotiated consumer resolution plans for property debt.
• Recorded all information regarding financial status of customers.
• Processed payments and applied to customer balances.
• Achieved performance goals on consistent basis.
• Monitored accounts for compliance with established payment plans and flagged those in violation.
• Researched accounts and completed due diligence to resolve collection problems.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
• Handled in excess of 300 outbound and inbound calls daily with goal of collecting owed debt.
• Exceeded monthly goals by 10-20%,
• Used communication probing techniques to determine debtors' reasons for delinquency.
• Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Maintained high volume of calls to meet demands in a dynamic environment.
• Complied with internal controls and government regulations.
• Utilized CRM systems to track account information and document interactions for accurate record-keeping.
• Analyzed account statuses to develop effective payment plans tailored to individual customer needs.
• Trained new representatives on best practices in collections procedures, enhancing team performance and standards.
• Entered client details and notes into system for interdepartmental access and review.
• Processed debtor payments and updated accounts to reflect new balance.
• Used skip tracing and other techniques to locate debtors.
• Trained new team members on scripts, company services, and collection strategies.

• Reviewed daily financial reports : sales, collections, service and administrative data gathered data forecasted production, goal setting and team improvement.
• Assist in directing overall decisions on loan origination and underwriting process.
• All office manager duties: order supplies, overall maintenance orders, service requirements to ensure efficient operations,
• Generated and distributed current statements to customers.
• Monitored payments due from clients and promptly contacted clients with past due payments.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Contacted customers to discuss late payments and options for remitting amounts due.
• Maintained 100% accuracy in calculating discounts, interest and commissions.
• Oversaw daily posting of payments to customer accounts.
• Supervised staff of collectors, monitoring phone calls and letters.
• Researched and resolved accounts payable discrepancies.
• Documented interactions in computer database and updated information.
• Researched topics and completed due diligence to resolve issues in timely manner.
• Set up and updated customer accounts with interactions, payments and personal information.
• Accessed credit records to evaluate customer histories.
• Filed and addressed employee complaints in accordance with company policies and government regulations.
• Performed prescribed scripts and utilized friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• Created daily and weekly cash reports for accounting management.
• Conducted investigations of customer accounts and payment histories.
• Completed training in topics such as credit management and civil court practices to maintain up to date knowledge.
• Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
• Contacted clients with past-due payments and actively monitored all payments due from clients.
• Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
• Facilitated successful internal and external audits through sound and thorough documentation.
• Reviewed, researched and corrected discrepancies and customer concerns.
• Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
• Evaluated auto loan applications against outline specifications to approve, reject or recommend adjustments files

Evaluated loan applications against outline specifications to approve, reject or recommend adjustments files.

• Complied with internal controls and government regulations.

• Lead, manage, train and promote team ethic for sales and administrative employees.
• Decision loan applications using ARE Risk Assessment Platform, data verification and heuristics. Approved 65% or applications with 95% close rate.
• Conduct contract closings for vehicle purchase.
• Face to face interviews with loan applicants to inform, explore and determine their success.
• Complete all verifications and ensure integrity of customer data both printed and computer accessed.
• Executed cradle to grave collections
• Exceeded delinquency and sales goals consistently.
• Worked with General Manager to resolve work flow problems, improve operations and provide exceptional customer service.