BRIDGETTE MARTIN
Commerce,TX
Summary
Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent with 23 years experience in Higher Education at Texas A&M University-Commerce with 22 years of experience gained in Student Accounts Receivables/Collections. Established the onsite Collection Office in 2011. As the first Collections Specialist on campus I created the data and provided information used to implement the automated collection processes that's currently in place. Assisted with updating the collections section of the university's policy and procedures. Worked diligently and effectively to ensure that the collections office remain in compliance and that policy and procedures are followed. I've honed my expertise in collections and financial services, blending meticulous record-keeping with exceptional customer service. My proficiency in Banner, Microsoft Excel and Word, coupled with a proven ability to resolve complex account issues, showcases a results-driven approach that enhances operational efficiency and customer satisfaction. I work closely with our outside collection agencies to remain in compliance and have established a wonderfully professional working relationship. I've trained each Collection Specialist as well as supervised Graduate Assistant's, and Student Workers.
Overview
23
23
years of professional experience
Work History
Collections Specialist
Texas A&M University-Commerce
01.2011 - Current
- Researches, maintains, collects, and reports on past due student accounts in accordance with established University and System procedures and applicable State and Federal collection regulations.
- Works with third party collections agencies for placement/monitoring of delinquent debts.
- Makes contact with students and prepares clear and concise written correspondence to resolve and collect on outstanding accounts. Ensures timely follow up for payment or resolution.
- Resolves complex account issues involving payment plans, payment due dates, accounting adjustments, collections, account registration, and financial aid issues by working with staff, parents, students, assigned University departments, and third party vendors.
- Prepares periodic review of accounts to determine which accounts are ready for bad debt write off in accordance with System and University policies and procedures. Accurately adjusts student accounts for bad debt write offs and assigns to collection agencies.
- Coordinates collection agency activities including account resolution, account settlement, legal assignment, analyzing agency inventories, payment postings, account adjustments, and bankruptcies.
- Works to develop and maintain automated processes for collection letters, State warrant holds, institutional registration/transcript holds, or other issues as needed.
- Works to develop and maintain collection processes to adhere to compliance, policy, and procedures.
Financial Aid Assistant/Loan Office/Collections
Texas A&M University-Commerce
09.2002 - 01.2011
- Performed wide-ranging administrative, financial and service-related functions.
- Administered short term loans and book vouchers
- Helped students sign up and design for payment plans.
- Administered, reviewed and reconciled short term loans, and book vouchers for student accounts- calculated amounts and verified totals on related documentation.
- Input data into spreadsheets and databases.
- Received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Utilized office software to record and track customer information.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Demonstrated excellent problem-solving skills when faced with challenging situations or disputes from clients.
- Maintained extensive filing system
- Collected on delinquent accounts to reduce overdue balances.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Worked closely with external collection agencies.
- Issued refund checks to students- in person and through mail
Cashier
Texas A&M University-Commerce
08.2001 - 09.2002
- Greeted customers - helped determine and responded promptly to their needs
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained balanced cash drawer, ensuring accurate accounting at end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about policies and addressed customer concerns.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization
- Performed cash, card and check transactions to complete customer purchases.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
High School Diploma -
Celina High School
Celina, TX05.1986
Skills
- 23 years experience in higher education
- 22 years experience in collections at Texas A&M University-Commerce
- Knowledge of Banner, FAMIS, WebFocus, Touchnet, TicketTraK
- Problem solving
- Payment posting
- Customer Service
- Bankruptcy and collection law awareness
- New Hire Training
- Record keeping proficiency
- Account monitoring and reconciliation
- Ability to multitask and work cooperatively with others
- Knowledge of microsoft excel, word, and teams, adobe eSign, mail merge, outlook
Timeline
Collections Specialist
Texas A&M University-Commerce
01.2011 - Current
Financial Aid Assistant/Loan Office/Collections
Texas A&M University-Commerce
09.2002 - 01.2011
Cashier
Texas A&M University-Commerce
08.2001 - 09.2002
High School Diploma -
Celina High School
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