Summary
Overview
Work History
Education
Skills
Timeline
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Charzetta Murray

Jacksonville,FL

Summary

Experienced collector with a strong drive for success and a competitive mindset. Skilled in assessing accounts, proactively reaching out to customers, and effectively resolving issues. Exceptional communication abilities, strategic planning expertise, and a proven track record in conflict resolution.

Overview

11
11
years of professional experience

Work History

Equipment Finance Collector 2

First Citizens Bank
11.2023 - Current
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
  • Managed account portfolio effectively, ensuring accurate record-keeping and timely follow-ups on outstanding balances.
  • Implemented automated reminder systems that contributed to a decrease in past due invoices.
  • Maintained strong client relationships through effective communication and empathetic negotiation skills, fostering a positive experience during difficult financial situations.
  • Reduced overdue accounts by implementing strategic collection techniques and maintaining consistent communication with clients.
  • Increased recovery rates by conducting thorough investigations into debtor circumstances and tailoring collection approaches accordingly.
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Responded to customer inquiries and provided detailed account information.
  • Initiated repossession process upon failure of other collection methods.
  • Entered client details and notes into system for interdepartmental access and review.
  • Responded to requests for new or increased open account credit limits.

Senior Account/Fraud Resolution Specialist

Wells Fargo home mortgage
01.2017 - 11.2023
  • Achieved performance goals on consistent basis.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Reached out to borrowers to discuss current status and loan workout options.
  • Assessed clients' financial data to determine loan suitability.
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Provided reinstatement and payoff quotes to clients.
  • Evaluated pay stubs, credit history, tax information and bank statements for financial status.
  • Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
  • Assisted with short sales and deed in lieu processes.
  • Enhanced borrower retention rates by developing personalized action plans aimed at addressing individual financial needs and capabilities.
  • Discussed property liquidation options with customers.
  • Streamlined the loss mitigation application process for clients, resulting in increased efficiency and better outcomes for both borrowers and lenders.
  • Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
  • Supported cross-functional teams with expert knowledge on debit card fraud prevention and detection methods.
  • Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
  • Reviewed transactions and receipts to identify any suspicious activity.

Store Manager

Ace Cash Express
12.2013 - 01.2017
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Set up and completed loan submission packages.
  • Utilized loan origination software to process and track loan applications.
  • Assisted customers with completing loan applications and other paperwork.
  • Approved loan applications based on customer creditworthiness and provided detailed financial advice.
  • Supervised loan personnel and motivated to maintain customer service and performance standards.

Education

High School Diploma -

Robert E. Lee High

Skills

  • Solid Active Listening Skills
  • Excellent Problem Solving Skills
  • Ability to Work As Part of a Team
  • The Ability to Show Resilience
  • Excellent verbal, written, and interpersonal communication skills
  • Strong telephone etiquette skills
  • High attention to detail
  • Microsoft office skills
  • Performance Goals
  • Efficient Service
  • Outbound Calls
  • Correspondence Writing
  • Communications Strategies
  • Customer Interaction
  • Financial Transactions
  • Customer Experience
  • Customer Care
  • Credit and Collections
  • Inbound Call Management
  • Loan Origination and Underwriting
  • Team Oversight
  • Foreclosures and Liquidations
  • Delinquent Account Notification
  • Documentation Skills
  • Loss Mitigation
  • Policy Knowledge
  • Fraudulent Claims Handling
  • Fraud Detection
  • Credit Card Fraud
  • Skip Tracing Proficiency
  • Asset recovery

Timeline

Equipment Finance Collector 2

First Citizens Bank
11.2023 - Current

Senior Account/Fraud Resolution Specialist

Wells Fargo home mortgage
01.2017 - 11.2023

Store Manager

Ace Cash Express
12.2013 - 01.2017

High School Diploma -

Robert E. Lee High

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Charzetta Murray