Bridgette Pullins
Lancaster,Texas
Summary
With 18+ years of experience in financial services, customer care management, and claims adjustment, seeking a reputable company to continue professional growth. Expertise in mortgage, auto, and banking industries, equipped with deep understanding of industry best practices and navigating complex financial systems. Eager to bring extensive knowledge and proven track record of success to contribute to the growth and success of a forward-thinking organization.
Overview
12
12
years of professional experience
Work History
Collections Specialist
Octane Lending
Irving, TX
05.2024 - Current
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Maintained high volume of calls and met demands of busy and productive group.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Used skip tracing and other techniques to locate debtors.
- Increased efficiency in resolving disputes by conducting thorough investigations into customer claims, ultimately resulting in prompt resolutions.
Written Correspondence Specialist
First American/Service Mac
06.2022 - 08.2023
- Correspond with internal and external customers via email or fax
- Service loans, upload documents and images from loan inbox to appropriate loan files
- Make and take calls to collect past due loans
- Effectively communicate with internal and external customers using different telecommunications systems, mail, and fax
Collections SME and Written Correspondence
Homepoint Financial
01.2018 - 06.2022
- Collect on all stages of delinquencies, assist representatives with difficult accounts, train reps on different programs used and train reps on how to collect using different talk offs and negotiating skills
Independent Claims Adjuster for Allstate
E.A. Renfroe
04.2017 - 01.2018
- Investigate to determine the coverage of loss, write up claims using Xactimate, explain coverage of loss, assist policy holders with itemization of damage, set up emergency repairs and additional living arrangements while negotiations and repairs are taking place
- I have played different leadership roles for different companies
- Most recent was Homepoint being a subject matter expert in collections
Senior Collections Representative/Loss Mitigation
Nationstar Mortgage
10.2015 - 05.2017
- Assisted severely delinquent homeowners with different government ran assistance programs
- Took payments and updated the account with arrangements
- Processed information for natural disaster claims through the insurance department to make sure claims there were accurate compensation for claims
Late-Stage Customer Service Collections
Exeter Finance Corp
05.2015 - 10.2015
- Negotiate and collect payment arrangements or proper extension programs to bring the auto loan to status while minimizing repossession review numbers
- Created excel spreadsheets showcasing new data daily on delinquency, cures and churn ratio began and end for immediate managers and peers
- Locate customers using tools for skip trace
- Staying within the FDCPA and AG guidelines
Late-Stage Collections
Cashcall/Delbert Services
12.2012 - 04.2015
- Locate and notify customers of delinquent loans by phone, mail, and email
- Work with customers in need of support to catch up on payments, negotiate options with customers to expedite the recovery process, prevent impending loss by increasing profitability through negotiation ensuring all collection practices FDCPA and AG guidelines are met
Education
Bachelor Of Business Administration And Management - Business
Strayer University
Cedar Hill, TX01.2022
Certificate Of Insurance Adjusting - Insurance Adjusting
National Institute of Adjusting
Irving, TX02.2017
Education - Education
Cedar Valley Community College
Dallas, TX04.1995
Skills
- Credit and collections
- Teamwork orientation
- Account review
- Relationship building
- Proficiency in software
- Skip tracing
- Conflict resolution techniques
- Professionalism and ethics
- Goal-oriented mindset
- Data entry efficiency
- Decision-making
- Debt recovery expertise
- Strong negotiation skills
- Account reconciliation
- Call center experience
- Goals and performance
Timeline
Collections Specialist
Octane Lending
05.2024 - Current
Written Correspondence Specialist
First American/Service Mac
06.2022 - 08.2023
Collections SME and Written Correspondence
Homepoint Financial
01.2018 - 06.2022
Independent Claims Adjuster for Allstate
E.A. Renfroe
04.2017 - 01.2018
Senior Collections Representative/Loss Mitigation
Nationstar Mortgage
10.2015 - 05.2017
Late-Stage Customer Service Collections
Exeter Finance Corp
05.2015 - 10.2015
Late-Stage Collections
Cashcall/Delbert Services
12.2012 - 04.2015
Bachelor Of Business Administration And Management - Business
Strayer University
Certificate Of Insurance Adjusting - Insurance Adjusting
National Institute of Adjusting
Education - Education
Cedar Valley Community College