Briana Clark
Mesa,AZ
Summary
Experienced professional bringing several years of experience in debt collections and accounts receivable. Expert in repayment negotiations and repayment plan structuring. Successful in managing bad debt by reducing aged accounts.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Late Stage Collections Agent
Santander Consumer USA
Tempe, AZ
06.2022 - 06.2024
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Assisted in the development of strategies to improve collections process efficiency.
- Resolved complex issues that arose during the collections process.
- Attended weekly meetings with internal departments to discuss progress on collections efforts.
Human Resources Associate
Chase Card Services
Tempe, AZ
06.2020 - 06.2022
- Reviewed and updated employee files, ensuring accuracy of information.
- Created job postings for open positions, posted them on company website and other job boards.
- Assisted in the recruitment process from initial contact to onboarding new hires.
- Organized orientation sessions for new employees and provided necessary paperwork.
- Conducted background checks, reference verifications and drug screenings for potential candidates.
Fraud Analyst
Chase Card Services
Tempe, AZ
03.2020 - 06.2022
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Assessed customer and client data to detect potential fraud risks.
- Monitored customer accounts and identified any discrepancies or irregularities in account activity.
- Developed procedures for the prevention, detection, investigation, and reporting of fraudulent activities.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
Collections Supervisor/Assistant Quality Assurance Manager
Iqor
Tempe, AZ
09.2012 - 05.2019
- Implemented systems and procedures designed to improve overall efficiency within the department.
- Assisted in developing training materials for new hires in the Collections Department.
- Produced monthly reports detailing progress against established goals for collections activity.
- Developed strategies for collecting on delinquent accounts while maintaining customer relations.
- Monitored daily work flow of the collection staff, providing feedback and coaching as needed.
- Conducted regular meetings with the collection team to discuss goals, objectives, and performance metrics.
- Ensured compliance with all applicable laws, regulations, policies and procedures related to collections activities.
Chat Support Representative
Iqor
Tempe, Arizona
09.2012 - 05.2019
- Provided technical assistance to customers through online chat or telephone support.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Monitored chat queues for incoming requests from customers requiring assistance.
- Developed an understanding of customer needs by actively listening during conversations.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
Education
High School Diploma -
Mesquite High School
Gilbert, AZ01-2008
Skills
- Collections process improvement
- Repayment plan structuring
- Fair debt practices
- Skip Tracing
- Collections regulatory guidelines
- Aged account reporting
- Accounts receivable specialist
- Financial Reporting
- Repayment negotiations
- Account Auditing
- Credit adjustments
- Collections processing
Certification
- achievement on lowest AHT
- achievement on highest dollars collected
- achievement on best attendance
Timeline
Late Stage Collections Agent
Santander Consumer USA
06.2022 - 06.2024
Human Resources Associate
Chase Card Services
06.2020 - 06.2022
Fraud Analyst
Chase Card Services
03.2020 - 06.2022
Collections Supervisor/Assistant Quality Assurance Manager
Iqor
09.2012 - 05.2019
Chat Support Representative
Iqor
09.2012 - 05.2019
High School Diploma -
Mesquite High School
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