Bernice Edwards
Phoenix,AZ
Summary
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail.
Overview
10
10
years of professional experience
Work History
Collections Specialist
AG Adjustments
Phoenix, AZ
09.2018 - 04.2021
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Handled [Number] outbound and inbound calls daily with goal of collecting owed debt.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services and collection strategies.
- Recorded all information regarding financial status of customers.
- Processed payments and contracts on accounts.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- 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.
- Collected documents and made portfolios for collections accounts.
- Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
- Researched, analyzed and settled [Number] disputes per week.
Collections Manager
Valley Credit Service
Keizer, OR
09.2013 - 06.2018
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Processed payments and applied to customer balances.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Established procedures for collection of past due amounts.
- Worked with legal resources and recovery teams to manage default issues.
- Generated and mailed updated statements monthly and processed demand letters.
- Generated and distributed current statements to customers.
- Oversaw daily posting of payments to customer accounts.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Researched accounts and completed due diligence to resolve collection problems.
- Conducted investigations of customer accounts and payment histories.
- Accessed credit records to evaluate customer credit histories.
- Documented interactions in computer database and updated information.
- Filed and addressed employee complaints in accordance with company policies and government regulations.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Researched and resolved accounts payable discrepancies.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
Dryer Feeder
Freres Lumber
Lyons, OR
11.2010 - 07.2013
- Multi-tasked to keep all assigned projects running effectively and efficiently.
- Followed safety procedures implemented by company to avoid mishaps and accidents.
- Reviewed completed orders for quality and accuracy.
- Loaded and positioned raw materials in loading and feeding mechanisms.
- Performed quality checks during and after every job was run to make sure project met or exceeded expectations.
- Identified malfunctions or failures by routinely monitoring and analyzing equipment operations.
- Used Dryer and other equipment safely on job, following manufacturer instructions.
- Operated dryer machine by feeding and unloading [Type] parts safely.
- Ran controls to start, stop, and pause [Type] machine to resolve loading issues.
- Inspected materials and chemicals prior to loading for quality standards.
- Cleaned warehouse area to maintain safe working environment and reduce airborne particulate matter.
- Opened and closed gates of belt and pneumatic conveyors using proper safety precautions.
Education
No Degree - Secondary Ed, Medical Transcription And Medical Co
Lane Community College
Eugene, OregonHigh School Diploma -
Winston Churchill High School
Eugene, Oregon06.1985
Skills
- Credit and Collections
- Managing Delinquent Accounts
- Updating Customer Accounts
- Payment Processing
- Negotiation and Resolution
- Persuasive Negotiation
- Personalized Financial Reviews
- Financial Documentation
- Correspondence Sorting and Filing
- Attention to Detail
- Analytical and Critical Thinking
- FDCPA Compliance
- Overdue Balance Detection
- Credit Accounts
- Delinquent Account Notification
- Problem Investigation
- Debt Repayment Negotiation
- Customer Advising and Referral
- Conflict Resolution
- Account Monitoring
- Administration and Management
- Customer Locating
- Payment Scheduling
- Skip Tracing
- Documentation and Recordkeeping
- Paperwork Processing
- Organizational Skills
- Training and Teaching
- Fair Debt Collections Practices
- Verbal and Written Communication
- Pleasant Telephone Demeanor
- Clear Communication
- Microsoft Office
- Decision Making
- Work Planning and Prioritization
- Word Processing
- Relationship Building
- Database Maintenance
- Creative Problem Solving
- Time Management
- Basic Mathematics
Timeline
Collections Specialist
AG Adjustments
09.2018 - 04.2021
Collections Manager
Valley Credit Service
09.2013 - 06.2018
Dryer Feeder
Freres Lumber
11.2010 - 07.2013
No Degree - Secondary Ed, Medical Transcription And Medical Co
Lane Community College
High School Diploma -
Winston Churchill High School