Summary
Overview
Work History
Education
Skills
Timeline
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Brandy Lock

Saint Johns

Summary

Results-driven professional with extensive experience in collections, customer service, and payment processing at First Citizens Bank and Wells Fargo. Demonstrated success in enhancing team collaboration and streamlining operations, leading to significant efficiency improvements. Proficient in data entry and effective communication, consistently achieving exceptional results in high-pressure environments. High-performing individual with a strong background in accounts receivable, adept at resolving collections issues and meeting goals.

Overview

11
11
years of professional experience

Work History

Collector I

First Citizens Bank
Jacksonville
05.2024 - Current
  • Managed collections for delinquent accounts, ensuring compliant communication standards.
  • Documented interactions and updated customer records in the bank's system accurately.
  • Collaborated with team members to streamline collection processes and improve efficiency.
  • Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
  • Maintained accurate records of all collection activities in the system database.
  • Processed payments over phone and set up recurring drafts.
  • Reached out to customer to pursue payments, remind of obligations, and discuss default procedures.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Followed fair debt practices and regulatory guidelines when managing collections process.

Operations Analyst

Wells Fargo Distribution Finance
Hoffman Estates
01.2015 - 01.2023
  • Applied incoming customer payments from cash queue into the system of record per documented processes and procedures while maintaining daily service level agreements.
  • Worked closely with a variety of account managers to ensure proper application of payments and credit memos.
  • Handled inbound customer calls answering questions and directing to appropriate departments.
  • Supported operations with customer support initiatives to improve overall effectiveness of team performance.
  • Conducted thorough reviews to devise and deploy improvement strategies.
  • Provided feedback and ideas for streamlining existing processes/procedures for efficiency and accuracy.
  • Collaborated with colleagues and management to resolve issues and achieve team goals.

Education

High School Diploma -

Wm. Fremd High School
Palatine, IL

Skills

  • Customer service
  • Payment processing
  • Team collaboration
  • Effective communication
  • Payment acceptance
  • Data entry
  • Cash application
  • Problem resolution
  • Microsoft Outlook
  • MS Office Suite

Timeline

Collector I

First Citizens Bank
05.2024 - Current

Operations Analyst

Wells Fargo Distribution Finance
01.2015 - 01.2023

High School Diploma -

Wm. Fremd High School

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