Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bobbi Brandao

13249 Early Run Lane,Florida

Summary

Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team. Persuasive communicator focused on tapping into customer loyalty and bringing delinquent accounts current. Savvy to typical customer responses and prepared to use scripts and personal expertise to overcome objections. Confident and collected in challenging situations.

Overview

22
22
years of professional experience

Work History

Debt Collection Specialist

Global Trust Management
Tampa, FL
04.2016 - 11.2023
  • Contacted delinquent customers via telephone and mail to negotiate payment arrangements.
  • Assisted clients with questions or concerns about their accounts in a professional manner.
  • Maintained accurate records of all collections activities and progress.
  • Evaluated financial situations of debtors to determine the best resolution for both parties.
  • Developed strategies to collect past due payments and minimize losses on bad debts.
  • Provided guidance to customers on how to manage their finances and stay current on their obligations.
  • Utilized skip tracing techniques to locate hard-to-find debtors.
  • Analyzed trends in customer behavior in order to develop more effective collection strategies.
  • Attended continuing education courses related to debt collection laws, regulations, and practices.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Advised customers of necessary actions and strategies for debt repayment.
  • Processed payments over phone and set up recurring drafts.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Arranged for debt repayment or established repayment schedules based on customers' financial situations.
  • Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Reviewed accounts to determine payment plan compliance.
  • Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
  • Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
  • Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
  • Assisted borrowers to qualify for rehabilitation or consolidation of debts or loans.
  • Recorded information about status of collection efforts.
  • Answered customer questions regarding account discrepancies or problems.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Received payments and posted amounts to customer accounts.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Negotiated credit extensions and waivers when necessary.
  • Contacted customers with delinquent accounts to solicit payment.
  • Arranged debt repayment or established schedules for repayment based on customer's financial situation.
  • Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.

Awake Overnight Advocate

Casa
St Petersburg, FL
08.2012 - 04.2016
  • Provided crisis intervention services to individuals and families in distress.
  • Assisted individuals with locating resources for housing, job placement, mental health services, and other needs.
  • Monitored facility safety to ensure the security of residents and staff members.
  • Responded to emergency situations by providing support and assistance when needed.
  • Conducted intakes with new clients to assess their individual needs.
  • Participated in weekly team meetings to discuss client progress and plan future interventions.
  • Assisted clients in developing a personalized action plan that outlines goals and objectives.
  • Educated clients on topics such as financial literacy, substance abuse prevention, anger management, self-care techniques.
  • Encouraged positive behaviors through consistent reinforcement of rules and expectations.
  • Ensured that all client rights were protected during overnight shifts.
  • Adhered strictly to confidentiality guidelines regarding information about clients' personal circumstances.
  • Provided emotional support and guidance throughout the night hours while ensuring a safe environment was maintained at all times.
  • Supported residents during difficult transitions or challenging moments that may arise during an overnight shift.
  • Communicated effectively with supervisors about any incidents or changes in resident status that occurred throughout the night shifts.
  • Developed strategies for de-escalating potentially volatile situations before they escalate into dangerous confrontations.
  • Maintained lists of resources helpful to clients.
  • Facilitated individual and group therapy sessions to solve problems, set and achieve goals and improve communication skills.
  • Counseled and prepared residents for transition to independent living.

Sr Collections Specialist

Outerstuff Ltd Nike Reebok Div.
Clark, NJ
04.2002 - 07.2012
  • Reviewed delinquent accounts and initiated contact with customers to collect payment.
  • Ensured timely collection of payments by phone, email, or mail.
  • Developed and maintained relationships with customers to facilitate collections process.
  • Negotiated repayment plans with customers as needed.
  • Analyzed customer payment patterns and trends to identify potential issues.
  • Maintained accurate records of customer interactions in collections database.
  • Prepared detailed reports on accounts receivable status for management review.
  • Processed credit card payments through online portal system.
  • Investigated and resolved customer inquiries regarding delinquent accounts.
  • Assisted with legal action against non-paying customers when necessary.
  • Provided guidance and training to junior staff members in the Collections Department.
  • Monitored daily operations within the department to ensure compliance with established procedures.
  • Drafted correspondence for overdue account notifications and other related communication.
  • Adhered to all federal, state, and local laws governing debt collection practices.
  • Attended weekly meetings with senior management team to discuss progress on outstanding debts.
  • Interacted with external vendors and partners as needed in order to resolve disputes or discrepancies.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Received payment and posted to appropriate customer accounts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Processed payments over phone and set up recurring drafts.
  • Reviewed accounts to determine payment plan compliance.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Completed skip traces on customers failing respond to collection efforts.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Communicated with post office and credit bureaus to track delinquent clients to new addresses.

Education

High School Diploma -

St John Vianney HS
Holmdel, NJ
06.1984

Skills

  • Business Correspondence Writing
  • Account Management
  • Customer Research
  • Call Center Background
  • Client Relations
  • Negotiation
  • Payment Acceptance
  • Familiar With Locating Individuals
  • Collections Best Practices
  • Following Conversation Scripts

Timeline

Debt Collection Specialist

Global Trust Management
04.2016 - 11.2023

Awake Overnight Advocate

Casa
08.2012 - 04.2016

Sr Collections Specialist

Outerstuff Ltd Nike Reebok Div.
04.2002 - 07.2012

High School Diploma -

St John Vianney HS

Similar Profiles

CREATE PROFILE
Bobbi Brandao