Cathy Cannon
Leander,TX
Summary
Skilled professional with experience in collections, customer service and billing. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
36
36
years of professional experience
Work History
Loss Recovery Analyst
Amplify Credit Union
02.2022 - Current
- Provide personal financial counseling, assist with vehicle repossessions to sustain high satisfaction ratings and retention
- Review and approve the total losses, complete letter of guarantees, file gap claims, process total loss payments
- Administers the collection process after loans have been charged off to facilitate any recovery.
- Reviews loan documentation to prepare court filings to pursues the Small Claims process and attends court hearings
- Negotiated settlements with clients, ensuring mutually beneficial outcomes while maintaining company guidelines
Account Resolutions Coordinator
Amplify Credit Union
03.2018 - 02.2022
- Manages an internal process for credit dispute request: Process credit disputes via E-Oscar and member request. Ensures the Credit Union is reporting correct information
- Reviews invoices from Vendors and submits for payments, adding balance due to loans
- Process payments on members accounts
- Appraised vehicular value in preparation for auction and order titles while processing sales
Senior Customer Service Coordinator
City Of Round Rock
07.2017 - 03.2018
- Delivered exceptional customer service while completing all customer interactions promptly and efficiently to answer routine billing questions
- Responsible for payment processing, balance totals, and post to correct transaction codes, maintained and reconciled cash drawer
- Completed administrative and clerical duties, composes customer correspondences, and notate account information
- Processed weekly billing and late charge process
- Liaison between the city and customers request are resolved prior to connection, disconnecting and transferring services
- Engaged clients in person and over phone to answer questions and address complaints.
UTILITY BILLING COORDINATOR
City of Hutto
11.2012 - 10.2016
- Reviewed billing transactions for adherence to City policies, including coordination of the City's internal audit program through planning, performing, and reporting on the City's audit of internal processes
- Followed up on any audit issues and discrepancies; provide training and additional information
- Performed accounting and maintenance of billing accounts, reimbursements, tracking, and analysis; Ensures timely payment of all City utility billing obligations
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Entered details into accounts and tracked payments.
- Reduced billing errors through consistent review and reconciliation of account discrepancies.
- Provided excellent customer service, developing and maintaining client relationships.
- Provided backup support for daily investment cash sweep that includes clearing checks and verifying deposits.
PAYMENTS AND OPERATIONS SUPERVISOR
Amplify Credit Union
07.1988 - 10.2012
- Assisted the Banking Center Manager with resource management, operational excellence, managing partnerships, associate development and proficiency, building and retaining customer relationships, and improving business processes
- Focused on the analysis of process, bank auditing, dissecting problems, and suggesting solutions
- Solicited and interpreted customer request, documented client needs, automated procedures, and worked with tellers to improve business processes
- Utilizing banking software to troubleshoot and train my employees.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Encouraged and promoted ideas aligned to business needs and benefits.
Education
High School Diploma -
Round Rock High School
Skills
- Finance and Retail Banking
- Interpersonal Communication Skills
- Cash application
- Training and Mentoring
- Customer Service
- Decision-Making
- Payment Scheduling and Processing
- Managing Delinquent Accounts
Timeline
Loss Recovery Analyst
Amplify Credit Union
02.2022 - Current
Account Resolutions Coordinator
Amplify Credit Union
03.2018 - 02.2022
Senior Customer Service Coordinator
City Of Round Rock
07.2017 - 03.2018
UTILITY BILLING COORDINATOR
City of Hutto
11.2012 - 10.2016
PAYMENTS AND OPERATIONS SUPERVISOR
Amplify Credit Union
07.1988 - 10.2012
High School Diploma -
Round Rock High School