Dawn Palmer
New Market,United States
Summary
Results-driven Collections Manager highly knowledgeable about applicable laws and well-versed in Bankruptcy practices. Accomplished in running successful and compliant departments with maximum performance against goals. Works effectively across departments to coordinate resolutions and correct deficiencies affecting collections operations.
Overview
17
17
years of professional experience
Work History
Collections Manager
Markt USA FCU
Laurel , Maryland
03.2024 - Current
- Developed procedures to ensure timely collection of payments from customers.
- Analyzed customer payment trends and developed strategies to reduce overdue accounts.
- Created reports for management on past due accounts and delinquency rates.
- Responded to customer inquiries about billing issues, account status, and payment options.
- Maintained accurate records of all collection activities in accordance with local laws.
- Advised senior management on best practices related to collections policies.
- Provided guidance to junior staff members on how to handle difficult customer situations.
- Resolved escalated disputes between customers and the company concerning collections matters.
- Identified potential areas of improvement in collections process and implemented changes accordingly.
- Trained new staff members on proper collection techniques, policies, and procedures.
Collections Manager
SkyPoint FCU
Germantown , MD
01.2016 - 03.2024
- Developed procedures to ensure timely collection of payments from customers.
- Created reports for management on past due accounts and delinquency rates.
- Identified potential areas of improvement in collections process and implemented changes accordingly.
- Trained new staff members on proper collection techniques, policies, and procedures.
- Monitored team performance metrics such as conversion rate, average time to collect payment.
- Developed and implemented bankruptcy procedures to ensure accuracy and compliance with applicable laws.
- Prepared proofs of claim.
- Monitored progress of cases through the entire bankruptcy process including closing files after discharge or dismissal.
- Determined necessary repossessions on qualified bankruptcy accounts.
IT Coordinator/Financial Analyst
Tower Federal Credit Union
Laurel , MD
10.2014 - 01.2016
- Coordinated with vendors for service contracts, repairs and purchases of equipment.
- Maintained inventory records of all computers issued to staff members.
- Reviewed purchase requests to ensure accuracy and completeness of information.
- Maintained records of all procurement activities including supplier contracts and purchasing documents.
- Monitored delivery schedules to ensure timely receipt of goods or services.
- Created reports related to purchasing activities as requested by management team.
Sr Legal, Bankruptcy and Real Estate Collector
Tower Federal Credit Union
Laurel , MD
03.2008 - 10.2014
- Interpreted and applied complex legal documents, including bankruptcy laws, garnishments, and liens.
- Analyzed customer accounts to identify delinquent payments and determined appropriate collection actions.
- Negotiated payment arrangements with customers in order to ensure timely payments.
- Maintained accurate records of all collections activities including payment arrangements, contact notes, and account statuses.
- Provided guidance and assistance to junior collectors on best practices for successful collections outcomes.
- Conducted outbound calls using professional telephone etiquette in order to collect past due balances from customers.
- Drafted written correspondence such as demand letters or notices of intent in order to initiate contact with customers regarding their delinquent accounts.
- Collaborated with attorneys on cases involving litigation or other legal proceedings related to collections matters.
- Monitored industry trends within the field of collections management in order to stay up-to-date on best practices.
- Participated in training sessions designed to improve knowledge of relevant laws governing collections activities.
- Managed a portfolio of high-value accounts while ensuring compliance with state regulations pertaining to debt collection.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Education
Certificate - Paralegal
Montgomery College
Rockville, MD05-1990
Skills
- Analytical Reasoning
- Staff Training
- Monitoring Processes
- Superior Attention to Detail
- Report Preparation
- Department Management
- Decision-Making
- Risk Mitigation
- Recruitment and Hiring
- Collections Actions
Timeline
Collections Manager
Markt USA FCU
03.2024 - Current
Collections Manager
SkyPoint FCU
01.2016 - 03.2024
IT Coordinator/Financial Analyst
Tower Federal Credit Union
10.2014 - 01.2016
Sr Legal, Bankruptcy and Real Estate Collector
Tower Federal Credit Union
03.2008 - 10.2014
Certificate - Paralegal
Montgomery College
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