Arica King
Covington,GA
Summary
Hardworking and Dependable Collections professional adept at persuading customers and obtaining payments.
Strong researcher with top-notch follow-through and meticulous attention to detail.
Eager to take on new role with long-term growth and advancement potential.
Overview
11
11
years of professional experience
Work History
Collections Team Lead
LGE Community Credit Union
04.2023 - Current
- Proficient knowledge of policies, procedures, internal processes and LGE's host system (Symitar)
- Provide guidance and direction to staff; keep employees informed of changes and departmental needs
- Provide continuous training on various procedures and department matters
- Assist management in establishing performance action plans
- Collaborate and support a team spirited environment
- Assist VP and Director of Asset Recovery on staffing issues, hiring, scheduling and disciplinary actions as needed
- Monitor activity, adjust, direct and coordinate assignments, evaluate workflows and ensure efficient operations
- Review collection queues daily to ensure early-stage improvements to enhance service and production
- Responsible for collection efforts on accounts 60+ days delinquent
- Assign repossessions/ monitor/work with Location Services for updates
- Prepare Notices of Intent to Sell Property/ Explanation of Deficiency and Demand for Payment
- Manage processes associated with member communication, coordination with vendors, monitor inventory, sales, settlement of funds, etc
- Evaluate repossession redemption request; Make recommendations and submit to Lending Management for review
- Utilize E-Oscar to respond to Member submitted Credit Disputes (make all necessary updates when needed)
- Utilize Pacer to verify Bankruptcy Information.
Collections Team Member II
Digital Federal Credit Union
09.2021 - 04.2023
- Communicate with proper phone etiquette, answer incoming member or member-related contacts (phone calls, emails, faxes, etc.), work Collection queues and make outbound member calls
- Research accounts on the delinquent reports to ensure all information is correct and all errors are removed
- Prepare all forms of correspondence on delinquent accounts requiring special handling including contacting members by USPS mail, certified or email
- Request reason for delinquency and monitor payment plans whenever possible
- Initiate all required documents; review and make recommendations for charge offs, repossessions, and settlements offers
- Make request for Credit Bureau reports when as needed
- Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to the job functions
- Make recommendations on ways to improve work processes within Collections
- Review and document status of accounts on Collections Shaw & XP programs and initiate contact on delinquent loans through Composer Launchpad Dialer
- Utilize Collections Shaw & XP programs to document all required information pertaining to each loan and contact the with members
- Establish and monitor payment plans whenever possible via Payment Center and ACI Payments, INC
- (Western Union)
- Initiate all required documents pertaining to payment plans, repossessions once the accounts have been skipped
- Perform other job-related duties as assigned by Managers(s).
Dealer Services Customer Care Collections Specialist
Ameris Bank
02.2016 - 09.2021
- Communicates with delinquent auto customers to obtain payment arrangements in order to bring his/hers account to a favorable resolution
- Contact may be either by telephone or letter, with telephone being the preferred medium
- Outside calls are made to the customer’s home or business
- Locate delinquent customers with whom the Bank has lost contact with by utilizing multiple skip tools to accomplish all company goals
- This involves the tactful, professional, and resourceful probing for information leading to the location of Bank assets
- Accomplishments: Utilizes effective communication skills and various forms of negotiation to resolve delinquency according to Fair Debt Collection Practices Act (FDCPA) regulations
- Performs various collections duties such as processing repossessions, incoming correspondence, returned mail, and payments
- Obtains files, credit bureaus, and additional information from skip work on accounts
- Notifies Security Manager and Department Managers on of any known or suspected fraud revealed during collections activities or while preparing documentation for processing and presentation to the Manager for repossession or charge off
- Accounts Receivables of all payments taking by phone or email.
Collection Supervisor
Preferred Fidelity Group
09.2014 - 09.2015
- Led a team of agents making calls to successfully collect delinquent balances on post-judgment accounts through coaching and mentoring team members
- Train new staff in company processes and governance, and monitor calls to deliver ongoing evaluation, training, and performance improvements
- Facilitate payments of delinquent accounts by negotiating repayment terms and plan structures, locating customer assets, and evaluating customers’ creditworthiness
- Accomplishments: Ensure managers receive clear, accurate account status by creating daily and monthly financial reports
- Expertly use TLOxp for skip tracing in compliance with all company, federal, and state regulations
- Consistently meet or exceed collections goals while sustaining a positive and motivating work environment.
Business Support Specialist
Newton County DFACS
03.2014 - 09.2014
- Ensured efficient and easy access to records to support business operations as a document specialist, scanning a range of client and case manager documents into a specialized DHR system and maintaining an extensive system of file organization and management
- Expertly performed business support processes, including data entry, correspondence, and general office assistance as required
- Accomplishments: Decreased physical file storage space and costs by consistently scanning and filing 80+ documents daily
- Reduced document backlog and maintained up-to-date digitized records through efficient and accurate document management.
Collections Manager
NCO Financial
05.2012 - 07.2013
- Managed Accounts Receivable on past due students’ loans by gathering client information, locating and contacting clients, and utilizing effective negotiation and communication strategies, including conflict resolution, to negotiate terms and secure repayments
- Expertly used technological tools, including skip tracing and data entry, to successfully contact clients and ensure accuracy of information
- Clearly explained account information, including past due amounts and repayment options, and worked collaboratively with clients to advise them of repayment options and develop feasible repayment plans
- Accomplishments: Developed organized lists of accounts to strategically prioritize a high volume of accounts by severity of delinquency, contacting most urgent cases first to resolve them as efficiently as possible
- Ensured compliance with Federal and state debt collection standards by maintaining and applying expert knowledge of regulations, including changes and new rules.
Education
Associate degree - Business Administration
Strayer University-Georgia
Skills
- Work Orders
- Till Counting
- Operational Procedures
- Correspondence Writing
- Daily Progress Reports
- Skip Tracing
- Scripted Conversations
- Persuasion Techniques
- Administrative Support
- Workload Prioritization
- Call Center Processes
- Lead Collection
- Familiarity with Locating Individuals
- Operational Efficiency
- Industry Standards
- Effective Communication Skills
- Collection Calls
- Quarterly Reviews
- Payment Acceptance
- Employee Performance Evaluations
- Regulatory Guidelines
- Professional Relationships
- Organizational Skills
- Financial Transactions
- Account Documentation
- Investigation Due Diligence
- Customer Research
- Client Relations
- Performance Goals
- Providing Feedback
- History Research
- Performance Strategies
- Microsoft Office
- Accounts Payable and Accounts Receivable
- Complex Problem-Solving
- Collections Best Practices
- Call Control
- Operational Standards
- Performance Improvement Techniques
- Negotiation and Resolution
- Credit Accounts
- Locating Debtors
- Government Regulations
- Pleasant Telephone Demeanor
- AR Aging Reports
- Process Payments
- Delinquent Account Notification
- Training and Teaching
- Updating Customer Accounts
- Customer Account Review
- Account Compliance Reviews
- Call Volume Analysis
- Active Learning
- Administration and Management
- Customer Advising and Referral
- Reading Comprehension
- Credit Application Review
- Interviewing Techniques
- Negotiation
Timeline
Collections Team Lead
LGE Community Credit Union
04.2023 - Current
Collections Team Member II
Digital Federal Credit Union
09.2021 - 04.2023
Dealer Services Customer Care Collections Specialist
Ameris Bank
02.2016 - 09.2021
Collection Supervisor
Preferred Fidelity Group
09.2014 - 09.2015
Business Support Specialist
Newton County DFACS
03.2014 - 09.2014
Collections Manager
NCO Financial
05.2012 - 07.2013
Associate degree - Business Administration
Strayer University-Georgia