Cristi Williams
Somerset,OH
Summary
Talented Collections Specialist with 16+ years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Senior Collections Specialist
The Ohio State University Bursars Office
Columbus , OH
10.2017 - 12.2023
- Ensured all collection activities complied with applicable laws and regulations.
- Assisted borrowers to qualify for rehabilitation or consolidation of debts or loans.
- Researched complex billing issues and provided solutions to resolve disputes.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
- Performed regular reviews of assigned accounts to ensure compliance with company policies.
- Monitored overdue accounts using automated information systems.
- Answered customer questions regarding account discrepancies or problems.
- Provided timely feedback on collection efforts to management.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Recorded information about status of collection efforts.
- Contacted customers with delinquent accounts to solicit payment.
- Explained the consequences of non-payment in a professional manner.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Drafted letters demanding payment from delinquent customers using standard templates.
- Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
- Attended meetings with internal staff members to discuss best practices for collections processes.
- Met demands of busy collections group by performing high volume of daily calls.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Verified accuracy of account information and updated records accordingly.
- Reviewed accounts to determine payment plan compliance.
- Escalated unresolved disputes to legal counsel as necessary.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Secured payments by following up with customers which disregarded promise to pay.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated with others to discuss new opportunities.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer service.
- Completed day-to-day duties accurately and efficiently.
- Understood and followed oral and written directions.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained updated knowledge through continuing education and advanced training.
Debt Collector
Transworld Systems Inc.
Columbus , OH
10.2016 - 10.2017
- Assisted borrowers to qualify for rehabilitation or consolidation of debts or loans.
- Ensured all collection activities complied with applicable laws and regulations.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
- Performed regular reviews of assigned accounts to ensure compliance with company policies.
- Processed payments over phone and set up recurring drafts.
- Answered customer questions regarding account discrepancies or problems.
- Provided timely feedback on collection efforts to management.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed incoming payments from customers according to established procedures.
- Recorded information about status of collection efforts.
- Contacted customers with delinquent accounts to solicit payment.
- Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
- Explained the consequences of non-payment in a professional manner.
- Met demands of busy collections group by performing high volume of daily calls.
- Verified accuracy of account information and updated records accordingly.
- Reviewed accounts to determine payment plan compliance.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Understood and followed oral and written directions.
Federal Perkins Loan Collections
United Collections Bureau
Columbus , OH
11.2007 - 10.2017
- Consolidation of federal student loans and collection of student tuition balances
- Navigated though Microsoft Outlook proficiently to effectively communicate with all members of the establishment
- Regularly hit goals for and audit scores, while maintaining an extremely strict deadline.
- Developed strategies to improve collections process efficiency and effectiveness.
- Utilized computer software programs to manage data entry, tracking, reporting, and analysis functions.
- Ensured timely submission of revenue generated by collections activity.
- Evaluated requests for special consideration based on extenuating circumstances.
- Assisted customers in resolving payment issues by providing them with information regarding their accounts and payment options.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Negotiated repayment plans with customers that were mutually beneficial for both parties.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Created, managed and maintained accurate records of customer accounts in the collections system.
- Implemented best practices across the department in order to maximize efficiency without compromising quality of service provided.
- Coordinated training sessions for new hires in order to ensure they are familiar with internal procedures pertaining to collections operations.
- Performed skip tracing activities when needed to locate missing or non-responsive customers. Recorded and updated customer personal accounts with accurate contact information.
- Provided guidance to collections staff on complex cases and escalated unresolved disputes to senior management as necessary.
- Met demands of busy collections group by performing high volume of daily calls.
- Answered customer questions regarding account discrepancies or problems.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Recorded information about status of collection efforts.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Ensured compliance with all applicable laws, regulations and company policies related to collections activity.
- Developed collection methods to achieve or exceed company financial goals.
- Accepted and processed customer payments and applied toward account balances.
Education
GED -
Whitehall Yearling High School
Whitehall, OH06-1993
Skills
- Account Review
- Customer Research
- Business Correspondence Writing
- Records Maintenance
- Outbound Calling
- Investigation Due Diligence
- Performance Improvement Techniques
- Proficiency in Excel, Word, Workday, Student Information System, SAL (Loan Servicers system)
- Credit and Collections
- Team Oversight
- Collections
- Persuasion Strategies
- Call Center Background
- New Hire Training
- Relationship Building
- Performance Improvements
- Familiar With Locating Individuals
Skills Education
Highly skilled in handling all customer inquiries, complaints, billing questions, payment, and service requests. Proper knowledge on how to calm displeased customers, repair trust, and to find resolution while also welcoming in new and returning business. Commitment towards prompt and courteous customer service, and working as a team player., Fair Debt Collections Practices Act Certified, HIPAA Certified, Whitehall Yearling High School 1989-1993
Awards
Top Collector Award consecutively for quarters at a time, and received two trophies. Recipient of the Employee of the Month Award and Excellence in Customer Service Award consecutively. Awarded Most Improved Award multiple occasions from 2008-2016.
Accomplishments
Fair Debt Collections Practices Act Certified
HIPAA Certified
Gramm-Leach-Bliley Act
Diversity, equity and inclusion (DEI)
References
References available upon request.
Timeline
Senior Collections Specialist
The Ohio State University Bursars Office
10.2017 - 12.2023
Debt Collector
Transworld Systems Inc.
10.2016 - 10.2017
Federal Perkins Loan Collections
United Collections Bureau
11.2007 - 10.2017
GED -
Whitehall Yearling High School
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