Results-driven Collections Manager with 8 years of experience in leading teams. Strong skills in strategic vision and team development, leading to improved collection rates and operational efficiency. Demonstrated success in achieving organizational goals through effective leadership. Dedicated and ready to enhance organizational culture and drive engagement. Proven track record in fostering team collaboration, adapting to dynamic environments, and delivering impactful results. Strong skills in communication, conflict resolution, and program development. Known for reliability, adaptability, and results-oriented approach.
Hi, I’m
Clarissa Kistler
Collections Manager
Mesa,AZ
Summary
Overview
27
years of professional experience
1
Certification
Work History
Stellantis Financial ServicesPhoenix, AZ
Collections Manager
09.2024 - Current
Job overview
- Resolved escalated disputes between customers and the company concerning collections matters.
- Monitored team performance metrics such as conversion rate, average time to collect payment.
- Established relationships with key contacts in departments supporting collections.
- Performed research and due diligence to resolve issues.
- Monitor payroll and time-off requests.
- Assist with the hiring process.
Flagship Credit AcceptanceTempe, AZ
Diversity Equity and Inclusion Council Member
08.2023 - 04.2024
Job overview
- Attended regular council meetings to discuss local issues and proposed legislation.
- Developed content for internal marketing campaigns, press releases and social media channels.
- Created visuals such as infographics and written content to communicate on National Diversity awareness months.
- Collaborated with other departments on initiatives related to diversity and inclusion.
- Researched current trends in cultural competency training across industries.
Flagship Credit AcceptanceMesa, AZ
Loan Servicing Supervisor
01.2023 - 04.2024
Job overview
- Supervised a team of 9-18 loan servicing representatives to ensure proper execution of all tasks related to the servicing of auto loans.
- Conducted regular performance evaluations to monitor employee progress and provide feedback as needed.
- Provided guidance and support to staff members regarding complex customer inquiries or requests.
- Researched discrepancies in customer accounts and implemented corrective actions as required.
- Monitored daily workflow processes to ensure efficient use of resources while maintaining service standards.
- Handled escalated customer complaints and worked with loan admin and customer advocacy to find solutions.
- Participated in cross-functional teams working on projects related to improving customer experience.
Flagship Credit Acceptance
Senior Loan Servicing Representative
02.2022 - 12.2023
Job overview
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Overcame objections by applying advanced training and persuasion techniques.
- Utilized time management skills to maintain high levels of productivity.
- Maintained high level of quality assurance scores.
Spring Venture Group, LLCKansas City, MO
Inside Sales Associate
07.2021 - 01.2022
Job overview
- Maintained detailed account records and contact logs to facilitate sales process.
- Obtained licensing for Health and Life insurance in Arizona and 35 states
- Completed AHIP certification
- Leveraged CRM software skills to generate pipeline and account reports weekly.
- Exceeded daily customer call quota by measuring input against goal and holding self accountable.
- Demonstrated exceptional consultative selling skills from initial rapport to needs assessment to solution delivery.
- Delivered superior customer support to improve account retention rate.
Bridgecrest Acceptance CorpMesa, AZ
Collections Manager
10.2010 - 05.2016
Job overview
- Lead team of high performing collection agents in competitive, fast-paced, environment.
- Participated in the interview and hiring process.
- Daily strategy and supervision to meet and exceed team goals.
- Liaison with Talent Support for corrective measures.
- Delivery of corrective measures up to and including termination.
- Contributed to a positive and cohesive work environment.
- Created motivational activities to boost morale and productivity.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
Bank of AmericaChandler, AZ
Claims Support Representative
06.2007 - 06.2009
Job overview
- Communicated with customers empathetically while establishing expectations and capturing essential information regarding the loss.
- Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Managed asset recoveries for claims, including salvage and subrogation.
Equiant Finance, EMCC IncScottsdale, AZ
Collections Representative
05.2004 - 07.2005
Job overview
- Contacted customers in early delinquency to establish an immediate payment or up-to-date payment arrangements
- Documented files to ensure accuracy and follow-through
- Performed account maintenance as needed, such as adjusting payment applications and late charges
- Assisted with inbound customer service as needed.
Walgreens PharmacyMesa, AZ
Purchasing Manager
09.2002 - 05.2004
Job overview
- Managed weekly purchase orders and supervised deliveries to establish and maintain appropriate inventory levels
- Tallied inventory counts to ensure system accuracy
- Updated store displays and assisted with other departments as needed.
Vision Quest BookstoreScottsdale, AZ
General Manager
04.2000 - 09.2002
Job overview
- Responsible for daily management of retail bookstore and metaphysical conference center.
- Maintained inventory by supervising all purchasing and receiving.
- Responsible for recruitment, supervision, and payroll of all employees.
- Established positive working relationships with vendors and independent contractors.
- Designed sales and service strategies to improve revenue and retention.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
Conseco FinanceTempe, AZ
Skip Trace Specialist, Collections Representative
07.1998 - 01.2000
Job overview
- Researched individuals by utilizing system resources and contacting government offices
- Contacted neighbors and relatives to obtain information relative to location of borrower
- Responsible for establishing contact with individuals in delinquent status to obtain up to date payment arrangements
- Investigated fraud and theft by researching documents and contacting relevant parties to extract pertinent information.
Education
Chandler-Gilbert Community College
01.2022
University Overview
Hemet High School
01.1996
University Overview
Skills
- Team leadership
- Cultural competency
- Data analysis
- Process improvement
- Conflict resolution
- Workforce training
Customer relations
Goal-oriented focus
Performance metrics monitoring
Performance improvement
Certification
- Licensed Health and Life Insurance - Expires 6/2025
Affiliations
Affiliations
- Community Emergency Response Team volunteer with Mesa Fire Medical Department
Accomplishments
Accomplishments
2025 Committee Chair for Stellantis' Community Outreach Committee. Responsible for leading the committee including scheduling and conducting meetings, creating strategy, and project management.
Timeline
Collections Manager
Stellantis Financial Services
09.2024 - Current
Diversity Equity and Inclusion Council Member
Flagship Credit Acceptance
08.2023 - 04.2024
Loan Servicing Supervisor
Flagship Credit Acceptance
01.2023 - 04.2024
Senior Loan Servicing Representative
Flagship Credit Acceptance
02.2022 - 12.2023
Inside Sales Associate
Spring Venture Group, LLC
07.2021 - 01.2022
Collections Manager
Bridgecrest Acceptance Corp
10.2010 - 05.2016
Claims Support Representative
Bank of America
06.2007 - 06.2009
Collections Representative
Equiant Finance, EMCC Inc
05.2004 - 07.2005
Purchasing Manager
Walgreens Pharmacy
09.2002 - 05.2004
General Manager
Vision Quest Bookstore
04.2000 - 09.2002
Skip Trace Specialist, Collections Representative
Conseco Finance
07.1998 - 01.2000
Chandler-Gilbert Community College
Hemet High School
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