Brittney Baker

• Managed collections for high-volume accounts, ensuring timely resolution of outstanding debts.
• Developed strategies to improve collection rates through targeted communication and follow-up.
• Analyzed account data to identify trends, facilitating proactive interventions for delinquent accounts.
• Collaborated with internal teams to streamline processes, enhancing overall operational efficiency in collections.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Improved customer payment compliance through negotiating mutually agreeable repayment plans.
• Processed payments and applied to customer balances.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
• Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
• Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
• Used skip tracing and other techniques to locate debtors.
• Fostered a positive working relationship with other departments within the company, assisting in credit evaluation processes, risk assessments, and overall financial strategy development.
• Used probing techniques to determine debtors' reasons for delinquency.

• Managed client relationships, providing tailored financial solutions to meet individual needs.
• Analyzed customer data and trends to enhance service delivery and product offerings.
• Collaborated with teams to streamline account management processes for improved efficiency.
• Led training sessions for junior staff on banking products and compliance regulations.
• Delivered exceptional customer service for bankers, addressing concerns promptly and professionally to ensure client satisfaction.
• Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
• Enhanced bank profitability by effectively cross-selling various financial products and services.
• Analyzed daily financial transactions to ensure accuracy and integrity of bank's financial records.

• Delivered high-quality customer service, resolving issues promptly and professionally.
• Delivered exceptional customer experiences and promoted strong relationships.

Mortgage Lending

Assisting clients with their refinance process

Being main point of contact during process from start to finish.

• Assisted members with account inquiries and transaction processing, ensuring accurate and efficient service delivery.
• Educated members on product features and benefits, enhancing overall member understanding and satisfaction.
• Resolved member issues promptly through effective communication and problem-solving techniques.
• Collaborated with team members to streamline processes, improving response times for member requests.
• Conducted follow-ups on member feedback, contributing to continuous improvement initiatives within the team.
• Managed a high volume of inbound calls, ensuring timely assistance to customers with various needs.
• Exceeded monthly sales quotas by recommending additional services and products tailored to individual customer needs.