DONNA STEINHAUSER
Newfield,NJ
Summary
Results-driven Collections Specialist with a strong background in debt recovery and negotiation. Enhanced recovery rates through effective skip tracing and conflict resolution. Managed high-volume calls while ensuring compliance and delivering exceptional customer service.
Overview
34
34
years of professional experience
Work History
Senior Collector
MRS Associates
Cherry Hill, USA
04.2018 - Current
- Managed high-volume inbound and outbound calls, resolving delinquent accounts and improving recovery rates.
- Negotiated payment arrangements tailored to customer financial situations, enhancing customer satisfaction and retention.
- Utilized skip tracing tools to locate customers and verify contact information, increasing successful contact rates.
- De-escalate challenging situations using empathy and problem-solving skills.
- Ensure adherence to FDCPA, client guidelines, and internal quality standards.
- Maintain 97% company QA and 98% client score through compliance and professionalism.
Skip Tracer / Collections Agent
PRS Associates
Vineland, USA
05.2009 - 04.2018
- Executed skip tracing to locate customers with delinquent accounts, enhancing recovery efforts.
- Managed high-volume calls and negotiated repayment solutions aligned with customer financial situations.
- Coordinated call activity and structured repayment arrangements, facilitating customer compliance.
- Resolved outdated or inaccurate contact information, increasing right-party contact rates.
- Multitasked across multiple databases and tracing tools to verify and update customer details.
Collections Specialist
Law Office of William Sokol
Vineland, USA
01.2003 - 01.2009
- Contacted consumers with delinquent accounts to negotiate repayment solutions, improving recovery rates.
- Monitored compliance with legal standards to uphold ethical collections practices.
- Delivered customer service and resolved conflicts to facilitate account recovery.
Collections Agent
SRS Associates
Vineland, USA
01.2001 - 01.2003
- Oversaw call activity for account resolution and repayment arrangements, facilitating timely payments.
- Utilized skip-tracing tools to locate and contact delinquent account holders, improving recovery efforts.
- Coordinated tracing, documentation, and outreach to account holders to enhance communication effectiveness.
- Troubleshot missing or conflicting account data to ensure accurate outreach.
- Prepared mailings, notices, and follow-up documentation.
Customer Service Representative / East Coast Sales Liaison
NER Data Products
Glassboro, USA
01.1992 - 01.2003
- Troubleshot order issues and resolved customer concerns to maintain high satisfaction levels.
- Coordinated customer service operations with sales teams to enhance communication and support.
- Multitasked between order processing, communication, and customer inquiries.
- Collaborated with warehouse team to ensure accurate order fulfillment and timely delivery.
Education
High School Diploma -
Delsea Regional High School
Franklinville, NJ06-1984
Skills
- Commercial Collections
- Debt Recovery
- Collections & Negotiation
- Payment structuring
- Skip Tracing
- High-Volume Call Handling
- Quality compliance
- Multitasking & Problem Solving
- Conflict resolution
- Customer empathy
Timeline
Senior Collector
MRS Associates
04.2018 - Current
Skip Tracer / Collections Agent
PRS Associates
05.2009 - 04.2018
Collections Specialist
Law Office of William Sokol
01.2003 - 01.2009
Collections Agent
SRS Associates
01.2001 - 01.2003
Customer Service Representative / East Coast Sales Liaison
NER Data Products
01.1992 - 01.2003
High School Diploma -
Delsea Regional High School