Hi, I’m
Arlene Fox
Bristow,OK
Summary
Results-driven Collections Representative with expertise in negotiation and customer relationship management. Proven ability to develop payment strategies and educate clients on financial implications, ensuring high levels of customer satisfaction.
Overview
15
years of professional experience
Work History
Harley-Davidson Financial ServicesPlano, Texas
Collections Representative
01.2023 - 03.2026
Job overview
- Managed customer accounts and resolved payment disputes effectively.
- Conducted outbound calls to collect overdue payments and negotiate arrangements.
- Documented all interactions with customers in the collections system accurately.
- Collaborated with team members to improve collection strategies and processes.
- Educated customers about the consequences of delinquency and credit impact.
- Assisted in training new employees on company policies and collections procedures.
- Advised debtors on payment options and set up payment plans.
- Contacted customers to discuss and resolve past due accounts.
- Followed up on promises made by customers regarding payments or settlements.
- Reasoned with customers and attempted to negotiate full balance payments.
- Responded promptly to customer inquiries regarding their accounts status.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Reviewed credit reports prior to approving new applications for credit services.
- Monitored delinquent accounts for timely payment resolution.
- Upheld privacy and security requirements for customer information.
- Researched account information to ensure accuracy of records.
- Performed other duties as assigned by supervisor or manager.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Recorded information about status of collection efforts.
Capital One Auto FinanceTulsa, Oklahoma
Collections Representative
08.2020 - 05.2022
Job overview
- Managed customer accounts and resolved payment disputes effectively.
- Conducted outbound calls to collect overdue payments and negotiate arrangements.
- Documented all interactions with customers in the collections system accurately.
- Provided guidance to customers regarding financing options and payment plans.
- Collaborated with team members to improve collection strategies and processes.
- Analyzed account information to identify patterns in payment behavior.
- Educated customers about the consequences of delinquency and credit impact.
- Answered customer questions regarding account discrepancies or problems.
- Collaborated with customer service teams to address and resolve debtor inquiries.
- Implemented collection strategies to reduce outstanding account balances.
- Updated account status and maintained accurate records of all collection activities.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Performed other duties as assigned by supervisor or manager.
HSBC Electronic Data ProcessingManila, Philippines
Collections Representative
10.2010 - 03.2019
Job overview
- Managed customer accounts and resolved payment disputes effectively.
- Conducted outbound calls to collect overdue payments and negotiate arrangements.
- Documented all interactions with customers in the collections system accurately.
- Provided guidance to customers regarding financing options and payment plans.
- Collaborated with team members to improve collection strategies and processes.
- Analyzed account information to identify patterns in payment behavior.
- Assisted in training new employees on company policies and collections procedures.
- Advised debtors on payment options and set up payment plans.
- Contacted customers to discuss and resolve past due accounts.
- Negotiated credit extensions and waivers when necessary.
- Recorded information about status of collection efforts.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Met demands of busy collections group by performing high volume of daily calls.
- Participated in training sessions on best practices related to debt collection activities.
- Used effective questioning techniques to clarify why debtors were delinquent.
Education
Laguna College of Business And ArtsCalamba, Laguna Philippines
Associate of Science from Practical Nursing
05-2006
St Thomas AcademySanto Tomas, Batangas, Philippines
High School Diploma
03-2000
Skills
- Account management
- Payment negotiation
- Collections software
- Credit analysis
- Data documentation
- Customer relationship management
Timeline
Collections Representative
Harley-Davidson Financial Services
01.2023 - 03.2026
Collections Representative
Capital One Auto Finance
08.2020 - 05.2022
Collections Representative
HSBC Electronic Data Processing
10.2010 - 03.2019
Laguna College of Business And Arts
Associate of Science from Practical Nursing
St Thomas Academy
High School Diploma