Bryttany Acosta
Salt Lake City,UT
Summary
Senior Collections Specialist with 5+ years of experience managing complex delinquent accounts, sensitive member situations, and compliance-driven resolutions within a fintech environment. Known for strong judgment, de-escalation skills, and consistent performance in high-risk scenarios. Seeking to transition into a Collections Escalations role to support advanced case resolution and member advocacy.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Collections Specialist
SoFi
Cottonwood Heights, UT
11.2021 - Current
- Manage complex and high-risk delinquent accounts while consistently meeting or exceeding monthly performance metrics
- Handle sensitive and escalated member interactions involving hardship, disputes, and repeat-contact issues
- Negotiate customized repayment solutions within policy and compliance guidelines
- Review account histories and documentation to determine appropriate resolution paths and next steps
- Apply regulatory and internal policy standards to mitigate risk while preserving member experience
- Maintain detailed, accurate, and audit-ready documentation of all collection and escalation activity
- Take on additional responsibilities beyond original role, including assisting with complex cases and supporting team needs
- Escalation & Advanced Case Handling
- Serve as a point of contact for elevated member concerns and complex account issues
- De-escalate high-emotion situations while maintaining professionalism and compliance
- Assist leadership with case research, documentation review, and resolution recommendations
Senior Collections Representative
Vive Financial
Draper, UT
09.2018 - 04.2021
- Negotiated payment arrangements to resolve delinquent balances and prevent escalation
- Maintained accurate and compliant documentation in CRM systems
- Selected to train and mentor new hires on collection processes, tools, and best practices
Mortgage Customer Service Representative
Select Portfolio Servicing
West Valley City, UT
06.2018 - 02.2019
- Educated customers on mortgage servicing and refinancing options based on individual financial needs
- Collaborated with internal teams to ensure accurate and timely resolution of customer inquiries
- Served as a subject matter resource for peers on complex mortgage-related questions and procedures
Paralegal
Lexington Law Firm
08.2016 - 11.2017
- Managed high-volume inbound and outbound calls related to credit repair services
- Assisted clients with billing, payments, and account retention
- Challenged negative credit report items and maintained detailed case documentation
- Met performance metrics including adherence, AHT, and quality standards
- Coordinated warm and cold transfers across departments
Inductor / Transfer Processor
UPS Mail Innovations
06.2016 - 09.2016
- Sorted and processed incoming mail with a high level of accuracy and attention to detail
- Utilized tracking systems to update shipment and recipient information
- Collaborated with cross-functional teams to resolve delivery issues
Education
High School Diploma - undefined
Airport High School
Skills
- Escalation Management
- Advanced Collections & Negotiation
- Conflict Resolution & De-escalation
- Risk & Compliance Awareness
- Member Advocacy
- Cross-Functional Collaboration
- Microsoft Excel
Certification
Paralegal Certificate
Timeline
Senior Collections Specialist
SoFi
11.2021 - Current
Senior Collections Representative
Vive Financial
09.2018 - 04.2021
Mortgage Customer Service Representative
Select Portfolio Servicing
06.2018 - 02.2019
Paralegal
Lexington Law Firm
08.2016 - 11.2017
Inductor / Transfer Processor
UPS Mail Innovations
06.2016 - 09.2016
High School Diploma - undefined
Airport High School