Courtney Grayer
Gulfport
Summary
Branch Management and Senior Collections Supervisor and with over 15 years of extensive expertise in customer service, debt recovery and account management, adept at leveraging collaborative efforts to enhance customer satisfaction and retention. Demonstrates proficiency in collections, administrative processes, office management, and FDCPA compliance, while excelling in developing strategies that significantly reduce outstanding balances. Known for strong communication skills, attention to detail, and a proactive approach in cross-functional team environments to achieve collection goals. Willing to relocate to: Biloxi, MS - Slidell, LA - Kiln, MS
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
Regional Finance
07.2025 - Current
- Oversaw loan processing and underwriting activities, ensuring compliance with company policies.
- Analyzed branch performance metrics to identify areas for improvement and drive strategic initiatives.
- Managed daily cash flow and reconciled financial discrepancies to maintain accuracy in reporting.
- Cultivated relationships with clients to foster loyalty and promote additional financial services offerings.
- Conducted regular staff meetings to communicate goals, address challenges, and motivate team members.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Reviewed credit applications for risk factors and credit worthiness.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problem solving .
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Submitted loan applications to underwriter for verification and recommendation.
- Utilized financial software to prepare consolidated financial statements.
- Collaborated with cross-functional teams to enhance collection processes
- Increased recovery percentages with timely follow-up actions on delinquent accounts and negotiating favorable payment arrangements.
- Contributed to a positive work environment by fostering a culture of teamwork, collaboration, and continuous improvement within the Delinquency Specialist team.
Collections Specialist Supervisor
Collections Inc
06.2018 - 12.2025
- Manage delinquent accounts, enhancing customer satisfaction with tailored solutions.
- Collaborate with teams, improving retention and compliance with FDCPA standards.
- Analyze accounts to forecast accurately, addressing payment issues effectively.
- Handle escalated cases, ensuring secure and confidential payment processing.
- Partnered with legal and billing teams to streamline processes, resulting in improved customer retention and satisfaction metrics.
- Developed a robust skip tracing protocol, enhancing debtor identification accuracy and aiding in effective payment negotiations.
- Mentored junior specialists, fostering a collaborative environment that boosted team confidence and improved overall performance.
- Managed delinquent accounts effectively, leading to reduced receivables and enhanced customer satisfaction through personalized solutions.
- Analyzed account data to predict payment trends, enabling proactive strategies that addressed issues before they escalated.
- Implemented targeted strategies for managing delinquent accounts, significantly reducing overall receivables and enhancing customer satisfaction.
- Conducted interviews and trained new employees in collections practices
PFS Third Party Collector
Memorial Hospital
12.2024 - 07.2025
- Analyzed patient accounts to identify discrepancies, implementing corrective actions that enhanced billing accuracy.
- Maintained comprehensive records of collections and communications, ensuring compliance with regulatory standards and internal policies.
- Fostered positive patient relationships through effective communication, ensuring clarity in financial processes and enhancing overall satisfaction.
- Conducted in-depth analysis of billing discrepancies, resulting in improved accuracy and a noticeable decrease in claim rejections.
- Maintained meticulous records of billing activities, ensuring compliance with regulations and internal policies while supporting operational integrity.
Collections Specialist II
Hancock Whitney Bank
05.2024 - 08.2024
- Conducted due diligence on accounts, resolving issues and enhancing collection strategies.
- Maintained precise records, facilitating follow-up and boosting operational efficiency.
- Advised debtors on payment options, promoting trust and timely resolutions.
- Streamlined account reviews, reducing resolution times and improving efficiency.
- Researched account patterns, developing strategies for better debt recovery.
- Fostered partnerships with clients through effective communication, improving relations and facilitating smoother payment negotiations.
- Maintained precise records of all collection efforts, ensuring compliance with regulations and enhancing transparency in operations.
Medical Records Admin
St Joseph Hospice
07.2017 - 05.2018
- Managed and maintained electronic health records system for accuracy and compliance with regulatory requirements.
- Oversaw release of medical information to patients, healthcare providers, and insurance companies as needed.
- Developed and implemented processes to ensure efficient organization and retrieval of patient records.
- Participated in audits and quality improvement initiatives to ensure data integrity and confidentiality.
- Collaborated with healthcare team to resolve medical record discrepancies and ensure continuity of care for patients.
- Fostered strong partnerships with healthcare staff to address medical record issues, ensuring seamless patient care and communication.
- Maintained meticulous electronic health records, ensuring compliance with regulatory standards while safeguarding patient confidentiality.
Sales Associate
Dillards
10.2017 - 01.2018
- Provided exceptional customer service by assisting and guiding customers in product selection and answering inquiries.
- Contributed to achieving sales targets by upselling and cross-selling products to customers.
- Maintained a visually appealing and organized sales floor by restocking merchandise and arranging displays.
- Processed transactions accurately and efficiently using the point of sale system.
- Collaborated with team members to meet store goals and create a positive shopping experience for customers.
Service Coordinator
Wellness Works
05.2015 - 02.2017
- Managed a caseload of 50+ clients, coordinating services and resources to ensure their needs were met efficiently and effectively.
- Conducted regular assessments and reassessments to determine client eligibility and needs for various support services.
- Collaborated with interdisciplinary teams to develop and implement individualized service plans that addressed the unique needs of each client.
- Monitored and tracked client progress and outcomes, adjusting service plans as needed to achieve desired goals.
- Provided crisis intervention and support to clients in high-stress situations, demonstrating strong communication and problem-solving skills.
- Analyzed client feedback to refine service delivery methods, leading to noticeable improvements in client satisfaction and engagement.
Administrative Assistant
Hancock County Port and Harbor Commission
05.2014 - 02.2015
- Managed social media accounts across various platforms to create engaging content, increase followers, and drive website traffic.
- Coordinated travel arrangements, including flights, hotels, and transportation, ensuring smooth and efficient travel experiences.
- Managed scheduling and appointments for executives, optimizing time management and reducing scheduling conflicts.
- Acted as primary point of contact for incoming inquiries, directing communication to appropriate staff members and maintaining professionalism at all times.
- Supported office operations by organizing and maintaining files, data entry, and ordering office supplies to ensure smooth daily operations.
- Assisted with event planning and coordination, including conferences, meetings, and team-building activities, to foster a positive and productive work environment.
Credentialing Specialist
Memorial Hospital at Gulfport
08.2010 - 05.2014
- Conducted thorough credential verification for healthcare providers, ensuring compliance with industry standards and regulations.
- Developed and maintained relationships with credentialing entities, including licensing boards and insurance companies.
- Utilized credentialing software to streamline the application and re-credentialing processes for providers.
- Assisted in the preparation and submission of credentialing applications, supporting the provider enrollment process.
- Conducted audits of provider credentials to identify and address any discrepancies or issues.
- Facilitated planning and execution of clinical rotations for medical students, ensuring compliance with school and hospital regulations.
- Coordinated scheduling and communication between medical students, preceptors, and rotation sites to optimize the learning experience.
- Developed and maintained strong relationships with affiliated hospitals and clinics to secure high-quality rotation placements for students.
- Managed logistics such as housing, transportation, and evaluations for medical students participating in rotations.
Education
No Degree - Business Administration
Jackson State University
Jackson, MS05-2027
Skills
- Organizational skills
- Service Coordination (Experienced)
- Office Management (Experienced)
- Skip Tracing (Experienced)
- Hiring (Experienced)
- Credentialing (Experienced)
- Team development
- Negotiation (Expert)
- FDCPA Compliance (Expert)
- Customer Service (Expert)
- Administrative (Expert)
- Collections
- Accounting (Skillful)
- Sales (Expert)
- Banking
- Operations management
- Compliance management
- Audit preparation
- Account management
- Loan expertise
- Relationship building and management
- Financial product sales
- Employee scheduling
- Loans
- Risk mitigation
- Account collections
- Loan application assessment
- Strong interpersonal skills
- Strong leadership
- Attention to detail
- Excellent work ethic
- Cash handling expertise
- Conflict resolution
- Interviewing and hiring
- Decision-making
- Public speaking
- Goals and performance
Certification
Driver's License
Additional Information
Authorized to work in the US for any employer
Timeline
Assistant Branch Manager
Regional Finance
07.2025 - Current
PFS Third Party Collector
Memorial Hospital
12.2024 - 07.2025
Collections Specialist II
Hancock Whitney Bank
05.2024 - 08.2024
Collections Specialist Supervisor
Collections Inc
06.2018 - 12.2025
Sales Associate
Dillards
10.2017 - 01.2018
Medical Records Admin
St Joseph Hospice
07.2017 - 05.2018
Service Coordinator
Wellness Works
05.2015 - 02.2017
Administrative Assistant
Hancock County Port and Harbor Commission
05.2014 - 02.2015
Credentialing Specialist
Memorial Hospital at Gulfport
08.2010 - 05.2014
No Degree - Business Administration
Jackson State University