Courtney Grayer

Mentored and trained junior collection specialists on best practices in debt recovery, troubleshooting difficult cases and providing ongoing support and guidance.

• Developed and implemented collection strategies to minimize bad debt write-offs, resulting in a significant reduction in outstanding receivables.
• Managed a high-volume caseload of delinquent accounts, contacting customers via phone to negotiate payment arrangements and resolve outstanding balances efficiently.
• Conducted thorough account research and analysis  to identify root causes of payment delinquency, leading to improved accuracy in forecasting and reporting.
• Collaborated effectively with cross-functional teams, including client billing departments and our legal team, to streamline processes and improve overall customer retention and satisfaction.
•  Functioned in a supervisory capacity as the Senior Collections Specialist handling escalated calls and client issues
• Maintained compliance with all FDCPA Rules and Regulations. 
• Skip Traced debtors, verified employment, income, & assets to help determine capability to pay. 
• Matched internet data with collection system data to confirm debtor identities and utilized the collected data to work towards debt resolution
• Responsible for taking numerous inbound calls daily as well as placing outbound unsolicited cold calls to debtors in an attempt to voluntarily resolve outstanding balances.
•  Effectively communicated the debts once contact was made and offered a variety of resolution options to find a resolution that worked for the client & each individual debtor on a case by case basis. 
• Set up automatic payments to secure the account and avoid pursuit of involuntary resolutions and scheduled and processed check and card payments while maintaining confidentiality and keeping all payment information secure
• Reviewed accounts to ensure payments were made on time & accounts were not in default Made contact with defaulted debtors and found resolutions to get them back on track. Reviewed accounts daily for new balances that were turned over or added to current balances.
• Followed up on judgement and garnishment balances that were not in non payment status
• Explained potential legal consequences if debts were not resolved voluntarily 
• Determined which accounts had a viable chance of being resolved if sent through the courts for a judgement, lean, or garnishment resolution, and submitted refusals to pay and unresolovable accounts to the legal department for involuntary resolutions to be pursued

• Successfully managed the credentialing process for a large volume of healthcare providers, ensuring all necessary documents and information were submitted accurately and promptly.
• Collaborated with insurance companies to verify provider credentials, including education, training, licensure, and certifications, to maintain compliance with industry regulations.
• Oversaw the re-credentialing process for existing providers, conducting regular reviews and updates to ensure ongoing eligibility for insurance participation.
• Researched accounts and completed due diligence to resolve collection problems.
• Maintained high volume of calls and met demands of busy and productive group.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Counseled debtors on payment options and arranged installment agreements.
• Processed payments and applied to customer balances.
• Negotiated to collect balance in full.
• Resolved credentialing issues and discrepancies efficiently, working closely with providers and insurance companies to address any concerns and facilitate timely resolution.
• Maintained detailed records and documentation of all credentialing activities, ensuring data accuracy and accessibility for audits and reporting purposes.
• Reconcile bank statements and assist in month-end close procedures
• Assist in the preparation of financial reports and analysis as needed
• Used skip tracing and other techniques to locate debtors.
• Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
• Established relationships with customers to encourage payment of delinquent accounts.
• Processed debtor payments and updated accounts to reflect new balance.
• Maintained accurate records of customer accounts, payments and payment plans.
• Monitored customer accounts for payment delinquency and initiated collection efforts.
• Initiated repossession process or service disconnection upon failure of other collection methods.
• Analyzed customer financial records to determine appropriate payment plan.
• Entered client details and notes into system for interdepartmental access and review.
• Responded to customer inquiries and provided detailed account information.
• Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.