Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erin Smith

Sarasota,FL

Summary

Experienced Collections Specialist bringing 10 plus-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.

Overview

22
22
years of professional experience

Work History

Senior Account Manager

JD Byrider
12.2015 - 09.2018
  • Responsible for collection and maintenance of ¾ of entire portfolio, approximately 650 accounts, sub-prime lending auto loans
  • Must make daily reminder and collection calls
  • Schedules field calls
  • Assist Manager with insurance claims
  • Daily emails to customers that are past due or reminder notices
  • Enforce contractual obligation to carry insurance (it was at approx 50% when I stated it was at 90% whe I left)
  • Give excellent customer service to all of the customers regardless of delinquency status
  • Extensive training for new hires
  • Repossessions
  • Extensive skip tracing
  • Posting payments daily
  • Constantly finding new ways to promote and market new clients for the sales department
  • Developing long, building, relationships with my customers to develop trust and priority in their daily lives
  • Filing, of all documents in the proper spaces for auditing purposes
  • Consistently exceeded company records for total daily collections
  • Trained with our corporate franchise consultants
  • Maintaining mechanical payments
  • Helping my customers reach their financial goals, my job promotes a program to people that have had credit or repo issues in the past
  • Provided extensive support in sales, technical and business areas to key accounts.
  • Worked with customers to develop strategic personal account plans.
  • Mentored junior account management professionals to develop skills and increase company revenue.

Collections Specialist

DMC
09.2013 - 01.2015
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Trained new team members on scripts, company services, and collection strategies.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.

Collections Representative

Gulf Coast Collection Bureau
10.2011 - 08.2013
  • Hired as a senior medical collector for the firm
  • Achieved goal each and every month and exceeded goal anywhere up to 200%
  • Recognized as collector of the month multiple times
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Negotiated to collect balance in full.
  • Perform daily assessment of insurance payments, and request balance in full on each account
  • Negotiates settlements between clients and debtors
  • Cooperated with the client, when necessary, to arrange for payment plans to insure payment in full is received
  • Trained new collectors in telephone protocol and proper collection procedures.
  • Resolved challenging situations with friendly but firm strategies.
  • Counseled debtors on payment options and arranged installment agreements.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Entered client details and notes into system for interdepartmental access and review.
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Generated and distributed monthly customer statements.

Sterling and King
12.2006 - 06.2008
  • Hired as the consumer judgment manager for the firm
  • Obtained well over goal every month
  • Performed all of my own skip tracing, asset search, and demanded balance in full on each account
  • Collected on judgments 30 days to 20 years old, plus the interest accrued
  • If debtor did not make payment voluntarily then supplied legal department and attorney with the information for auto levies, bank levies, and employment information for garnishment
  • Also collected on commercial judgments 10k and under
  • The first full month, hit 20k in fee, on a goal of 8k.

Ocwen Federal Bank
02.2004 - 12.2006
  • Worked for the FMS project, Federal clearance was required .FMS collections is for the United State Department of Taxation, which included anything owed to the government except IRS and US Department of Education
  • Worked for over 600 US agencies i.e.: VA, HUD, AGH, FHA, SEE, DDFAS, etc
  • Most were skip trace accounts; did all of my own skip tracing
  • Demanded balance in full, if not obtainable, would require a monthly payment plan in which the debtor would be paid off within 12 months
  • The last option would either be submit a settlement offer to agency or administrative wage garnishment
  • Created the administrative wage garnishment training for collectors and also helped create the companies Six Sigma training program
  • Obtained and exceeded monthly goal every month, assisted manager and supervisor and administrative department when needed
  • Assisted with training of new collectors
  • Also collected prime credit card accounts (Gold collector-balances over $10K) charged off Citibank, Sears, Home Depot, etc.

USA Home Mortgage
10.2002 - 12.2003
  • Refinancing simple streamline, rate reduction no Cash out rate reduction refinance VA and FHA loans
  • Averaged 10 loans per month
  • Averaged 50 hours per week, this job was 100% commission
  • Some leads provided, however, the majority of business was referrals from previous clients.

NCO Financial Systems
03.1997 - 09.2002
  • Started in the student loan pre-collect department 15-59 days past due bucket
  • Making outgoing dialer calls, incoming calls, notating system and taking checks by phone
  • Promoted to customer service supervisor and then collections manager within one year
  • Excelled to the state tax department where I was collecting on past due employment
  • Taxes for the state of Maryland, Virginia department of taxation, and Virginia employment commission (over-payment on unemployment)
  • I negotiated settlements, and made payment arrangements if the payment in full could not be paid
  • After six months on this queue, promoted to a student loan default desk collecting on loans anywhere from 120-3000 days past due for a private lender
  • This was the company’s most lucrative client
  • Maintained a $25k fee goal by working the files by skip tracing, and making demands for balance in full
  • If balance could not be paid, would either negotiate a settlement with client or debtor
  • If those two options could not be met, would work out a payment plan to cure and reinstate the loan
  • Worked this bucket for 6 months and was then promoted to the best desk in company 90-120 days past due
  • Collected the balance in full on these accounts before they reached 120 days past due plus a 42.5% collection fee
  • Maintained a $55k fee goal, never missing a month and broke the then company record July 2001 by collecting $75k in fee (equivalent to over $300k actual dollars) in one month
  • These were all consumer accounts
  • Would supplement my fee by working other clients we had in office collecting on charged off credit cards, car deficiencies, consumer mortgages and commercial mortgages
  • Trained collectors with talk offs and assisted supervisor with any support needed, i.e
  • Looking for direct payments, etc.

Education

AA - Business Management

University of Maryland Baltimore Count
Baltimore, MD
1998

Kenwood High School
Essex, MD
1995

Skills

  • Team Oriented
  • Environmental Monitoring
  • Records Management
  • Credit and Collections
  • Goals and Performance
  • Active Listening
  • Customer Relations
  • Account Management
  • Payment Plan Coordination
  • Skip Tracking

Timeline

Senior Account Manager

JD Byrider
12.2015 - 09.2018

Collections Specialist

DMC
09.2013 - 01.2015

Collections Representative

Gulf Coast Collection Bureau
10.2011 - 08.2013

Sterling and King
12.2006 - 06.2008

Ocwen Federal Bank
02.2004 - 12.2006

USA Home Mortgage
10.2002 - 12.2003

NCO Financial Systems
03.1997 - 09.2002

AA - Business Management

University of Maryland Baltimore Count

Kenwood High School

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Erin Smith