Deborah Hornsby
Lewisville,TX
Summary
Collections Specialist with a proven track record at Ally Bank, proficient at enhancing recovery rates through strategic account management and relationship building. Skilled in credit and collections, I excel in conflict resolution and teamwork, driving operational efficiency while ensuring compliance and delivering exceptional customer service.
Overview
9
9
years of professional experience
Work History
Collections Specialist-Pre Charge Off
Ally Bank
10.2025 - Current
- Oversaw customer account management to ensure timely payments and reduce delinquency rates.
- Facilitated resolution of customer inquiries regarding collections and payment processing.
- Managed internal systems to monitor account status and ensure accurate updates to collection records.
- Facilitated collaboration among team members to devise impactful communication strategies for collections outreach.
- Executed follow-up calls with customers to reinforce payment plans and ensure compliance.
- Supported compliance efforts by adhering to regulations in all collection interactions and documentation.
- Processed payments and a
- Researched accounts and completed due diligence to resolve collection problems.
- Oversee quality assurance processes, ensuring timely resolution of claims while maintaining high standards of service delivery.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Collections Specialist
Ally Bank
09.2017 - Current
- Managed collection efforts for delinquent accounts, ensuring timely resolution of outstanding balances.
- Developed and implemented strategies to enhance recovery rates on overdue accounts.
- Analyzed account data to identify trends and improve collections processes.
- Collaborated with internal teams to resolve customer disputes and facilitate payment arrangements.
- Led initiatives to streamline workflow, reducing processing time for account reviews and follow-ups.
Ringfence Specialist
Ally Bank
09.2017 - Current
- Led cross-departmental initiatives to enhance customer experience and streamline service delivery.
- Analyzed customer feedback data to identify trends and implement process improvements.
- Mentored junior staff in operational procedures, ensuring adherence to compliance standards.
- Developed training materials for internal systems, improving knowledge retention among team members.
- Followed all company policies and procedures to deliver quality work.
Deceased Claims
Ally Bank
09.2017 - Current
- Managed claims processing for deceased account holders, ensuring compliance with regulatory requirements.
- Collaborated with legal departments to resolve estate-related inquiries efficiently.
- Developed and implemented streamlined workflows for claim documentation review and approval.
- Mentored junior staff on best practices for handling sensitive client information.
- Analyzed trends in claims submissions to improve operational efficiency and response times.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
Southern California Independent Educational Studies
California City, CA05-2006
Skills
- Credit and collections
- Teamwork orientation
- Account review
- Relationship building
- Account reconciliation
- Payment plan coordination
- Customer research
- Skip tracing
- Conflict resolution techniques
- Goal-oriented mindset
- Financial management
Timeline
Collections Specialist-Pre Charge Off
Ally Bank
10.2025 - Current
Collections Specialist
Ally Bank
09.2017 - Current
Ringfence Specialist
Ally Bank
09.2017 - Current
Deceased Claims
Ally Bank
09.2017 - Current
High School Diploma -
Southern California Independent Educational Studies