Summary
Overview
Work History
Education
Skills
References
Timeline
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Diana Maxwell

Jackson,MI

Summary

With a proven track record at True Community Credit Union, I excel in customer service and fraud detection, enhancing account security and client satisfaction. Skilled in conflict resolution and cash handling, I've significantly reduced bad debt and improved service delivery, demonstrating a strong work ethic and professionalism in every interaction.

Overview

22
22
years of professional experience

Work History

Debt Recovery Specialist

True Community Credit Union
Jackson, MI
07.2017 - 12.2024
  • Coordinated with legal departments for accounts requiring further action.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Documented all debtor interactions accurately for compliance and follow-up.
  • Prepared and mailed out demand letters and other necessary correspondence.
  • Monitored debtor accounts for changes in status or payment arrangements.
  • Contacted customers with delinquent accounts to solicit payment.
  • Resolved disputes and negotiated settlements to satisfy all parties involved.
  • Educated debtors on the consequences of non-payment and potential resolutions.
  • Processed payments over phone and set up recurring drafts.
  • Assisted in developing policies and procedures related to debt collections activities.
  • Received payments and posted amounts to customer accounts.
  • Ensured compliance with state and federal laws governing debt collection practices.

Legal Administrative Specialist

True Community Credit Union
Jackson, MI
07.2017 - 12.2024
  • Drafted or reviewed legal documents and precedents to support case preparation.
  • Acted as liaison between clients, vendors and attorneys.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Organized client files including opening new cases in the computer system; created chronologies of events and tracked deadlines.
  • Arranged case files and maintained records and notebooks.
  • Helped draft, edit, and transmit legal documentation such as motions and letters.
  • Proofread legal documents prior to submission ensuring accuracy of content and formatting requirements were met.
  • Performed clerical duties such as sorting mail, faxing documents, answering emails and transcribing dictation.
  • Coordinated court filings including preparation of all required forms; monitored progress until resolution was reached.

Debt Collector

True Community Credit Union
Jackson, MI
07.2010 - 09.2017
  • Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
  • Escalated unresolved disputes to legal counsel as necessary.
  • Monitored customer accounts for changes in payment patterns that could indicate fraud or other suspicious activity.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Ensured all collection activities complied with applicable laws and regulations.
  • Collaborated with team members to meet or exceed collection goals.
  • Contacted customers with delinquent accounts to solicit payment.
  • Prepared and mailed out demand letters and other necessary correspondence.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
  • Educated debtors on the consequences of non-payment and potential resolutions.
  • Developed strategies to collect on past due accounts while maintaining customer relationships.
  • Utilized skip tracing techniques to locate hard-to-find debtors.
  • Explained the consequences of non-payment in a professional manner.

Contact Center Representative

True Community Credit Union,
Jackson, MI
04.2006 - 07.2010
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Educated customers on features and benefits of products or services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Handled escalated calls from other representatives in a timely fashion.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Updated customer accounts, addresses and contact information within call management databases.

Sales Associate

Elder Beerman-Younkers
Jackson, MI
08.2004 - 10.2009
  • Processed credit card transactions quickly and securely.
  • Organized stockroom shelves according to size, color or style.
  • Handled returns and exchanges according to company policies.
  • Greeted customers and provided exceptional customer service.
  • Assisted teammates with sales-processing tasks to meet daily sales goals.
  • Collected payments and provided accurate change.
  • Processed returns, exchanges, and refunds in accordance with company policies.
  • Restocked shelves as needed to ensure sufficient inventory levels.
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Engaged customers in friendly, professional dialogue to determine needs.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Worked effectively in team environments to make the workplace more productive.

Teller Supervisor

True Community Credit Union
Jackson, MI
08.2004 - 04.2006
  • Managed the resolution of transaction discrepancies, implementing corrective actions to prevent recurrence.
  • Balanced daily cash deposits and vault inventory with zero error rate.
  • Resolved customer complaints promptly and efficiently while maintaining high levels of customer service.
  • Supervised and trained teller staff on bank policies, procedures, and customer service standards.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Conducted regular audits of teller drawers and bank vault to ensure compliance with regulatory requirements.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Maintained accurate records of transactions processed by each teller throughout the day.
  • Reviewed suspicious activity reports from tellers; reported any violations to management immediately.
  • Supplied tellers with coin and currency.
  • Received and counted daily inventories of cash, drafts and checks.
  • Transmitted orders to supply cash to meet daily needs.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Teller

TRUE Community Credit Union
1100 Clinton Rd, MI
07.2002 - 08.2004
  • Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
  • Provided exceptional customer service while accurately processing routine transactions.
  • Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
  • Explained account information to customers in detail as needed.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
  • Trained employees on cash drawer operation.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Identified fraudulent activity or suspicious behavior immediately reported it to management.
  • Balanced cash drawers on a daily basis.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Assisted customers in opening new accounts and completing required paperwork.

Education

Associate of Arts - Liberal Arts

Henry Ford College
Dearborn, MI
05-1995

Skills

  • Cash handling
  • Customer service
  • Transaction processing
  • Fraud detection
  • Account management
  • Cross-selling
  • Attention to detail
  • Time management
  • Record keeping
  • Effective communication
  • Problem solving
  • Employee training
  • Conflict resolution
  • Positive
  • Strong work ethic
  • Patience and empathy
  • Professionalism and courtesy
  • Ledger and balance sheet entry
  • Friendly
  • Listening and comprehension

References

References available upon request.

Timeline

Debt Recovery Specialist

True Community Credit Union
07.2017 - 12.2024

Legal Administrative Specialist

True Community Credit Union
07.2017 - 12.2024

Debt Collector

True Community Credit Union
07.2010 - 09.2017

Contact Center Representative

True Community Credit Union,
04.2006 - 07.2010

Sales Associate

Elder Beerman-Younkers
08.2004 - 10.2009

Teller Supervisor

True Community Credit Union
08.2004 - 04.2006

Teller

TRUE Community Credit Union
07.2002 - 08.2004

Associate of Arts - Liberal Arts

Henry Ford College

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Diana Maxwell