Ashley Smith
Jacksonville,FL
Summary
Seasoned Collections & Retirement Specialist excited to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Offering 12 years of success in sales and service positions.
Overview
8
8
years of professional experience
Work History
Collections Team Leader
Cawley & Bergmann
Jacksonville, FL
02.2023 - Current
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Researched accounts and completed due diligence to resolve collection problems.
- Documented conversations with consumers and research into accounts.
- Mentored junior staff members on best practices in debt collection techniques and procedures.
Retirement Specialist
Prudential
Jacksonville, FL
03.2019 - 02.2023
- Maintaining records of participants and beneficiaries including active, deferred, retired, and separated members
- Ensuring retirement plans are administered in accordance with company guidelines and labor law regulations.
- Recommended strategies to clients to help achieve financial goals.
- Informed clients about tax benefits, government rebates or other financial benefits to save clients money.
- Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives.
- Answered clients' questions about purposes and details of financial plans and strategies.
- Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability.
- Expertly managed client portfolios to maximize returns and maintain risk tolerances.
- Coordinated and participated in group presentations on financial services to attract new clients.
- Reviewed clients' accounts and plans regularly to determine need for plan reassessment.
- Articulated value of stocks, bonds and mutual funds and educated clients on benefits of each.
- Guided client decisions based on tax or other financial benefits to help each reach desired goals.
Collections Representative
Diversified Consultants Inc
Jacksonville, FL
03.2016 - 02.2019
- Reasoned with customers and attempted to negotiate full balance payments.
- Advised debtors on payment options and set up payment plans.
- Handled irate customers smoothly to achieve performance targets.
- Upheld privacy and security requirements for customer information.
- Handled contracts and payments on accounts.
- Utilized skip tracing resources to complete background checks and loan documents.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Recorded and updated customer personal accounts with accurate contact information.
- Met demands of busy collections group by performing high volume of daily calls.
- Recorded information about customers' financial status and collections status efforts.
- Completed skip traces on customers failing respond to collection efforts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Prepared documentation required for collection and repossession activities.
- Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
Education
Associate of Applied Science - Medical Assistant
Concorde Career Institute
06.2011
Skills
- Staff training and development
- Team leadership and motivation
- Problem Solving
- Persuasion Strategies
- Payment Posting
- Performance Improvement Techniques
- Financial Management
- Customer Research
- Collections
- Risk Management
- Excel
- Microsoft Office
- Cash Flow Management
- Cash Management Strategies
- Account Performance Reviews
- Financial Document Summaries
- Client Engagement
- Scripted Conversations
- Team-Oriented
- Familiar With Locating Individuals
- Account Review
- Billing Practices
- Performance Improvements
- Account Reconciliation
- Proficiency in Latitude
- Outbound Calling
- Relationship Building
- Credit and Collections
- Payment Acceptance
- Call Center Background
Timeline
Collections Team Leader
Cawley & Bergmann
02.2023 - Current
Retirement Specialist
Prudential
03.2019 - 02.2023
Collections Representative
Diversified Consultants Inc
03.2016 - 02.2019
Associate of Applied Science - Medical Assistant
Concorde Career Institute