Breeanna Reil
Trust Securities Specialist
Summary
Experienced Sr. Representative Collector with over 4 years of experience with Santander Consumer USA. Excellent reputation for resolving problems and improving customer satisfaction. Seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Focused and professional with success to solve consumer delinquency. Accomplished in collecting information for correct documentation and leading agreements to resolve past due balances. Driven to strictly follow applicable laws and ethical procedures for all collection practices.
Overview
6
6
years of professional experience
Work History
Trust Securities Operations Specialist
Pacific Premier Bank
09.2022 - Current
- Conducted research through Salesforce to answer questions and handle issues also using multiple systems and resources.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Discussed financial options with clients and provided informed suggestions.
- Compiled and analyzed data to determine approaches to improve performance.
Debt Resolution Specialist
Rausch Sturm LLP
02.2022 - 08.2022
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Formulated focused and individualized resolutions aimed to peacefully settle debts
- Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
- Informed parties of relevant laws, regulations and constraints for cases.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Follow guidelines with collections laws in place with REG F and FDCPA
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Sr. Representative, Collections
Santander Consumer USA
05.2017 - 12.2021
- Used probing techniques to determine debtors cause of account delinquency and offer appropriate or applicable tools.
- Negotiated to collect balance in full.
- Processed payments and contracts/extensions on accounts.
- Collect in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA).
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved monthly goals to meet or exceed department standards
- Handled 100+ outbound and inbound calls daily with goal of collecting owed debt.
- Maintained high volume of calls and met demands of busy and productive group.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Used skip tracing and other techniques to locate debtors.
- Resolved issues through careful research and follow-up with customers.
Education
High School Diploma -
McCook Community College
McCook, NESkills
- Excellent Customer Service
- Strong Negotiator
- Ability to Problem Solve
- Attention to Detail
- Adaptability
- Emotional Intelligence
- Effective Time Management
- Excellent Verbal Communication & Active Listening
- Call Control
- Effective Problem-Solving
- Performance Goals
Accomplishments
Employee of the Month in 2018 & 2019
Recommended to manage mentorship buddy program to assist new hires becoming acclimated with the company.
Timeline
Trust Securities Operations Specialist
Pacific Premier Bank
09.2022 - Current
Debt Resolution Specialist
Rausch Sturm LLP
02.2022 - 08.2022
Sr. Representative, Collections
Santander Consumer USA
05.2017 - 12.2021
High School Diploma -
McCook Community College
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