Fredric Potts
colorado springs,colorado
Summary
Experienced professional bringing several years of experience in debt collections and accounts receivable. Expert in repayment negotiations and repayment plan structuring. Successful in managing bad debt by reducing aged accounts. Focused professional bringing many years' experience to growing industry company. Highly adept in managing billing and collections for single and multisite organizations. Successful in exceeding collections targets when reducing aged accounts. Meticulous professional successful in revenue generation within industry organizations. Highly skilled in negotiating with customers to collect on past due accounts and minimize bad debt. Successful in overachieving performance and collections targets when leading collections teams. Results-driven Collections Agent recognized for high productivity levels and efficient task completion. Specialize in negotiation, regulatory compliance, and customer relationship management. Excel in communication, empathy, and problem-solving to navigate complex collections scenarios effectively. Committed to maintaining professionalism and integrity while achieving positive outcomes for both company and clients. Seasoned Collections Agent with a proven track record in managing complex accounts, resolving disputes and facilitating payment arrangements. Possess strong negotiation skills coupled with profound knowledge of data management systems and regulatory compliance. Noteworthy for improving debt recovery rates and reducing delinquency percentages through strategic planning and customer engagement efforts. Showcases unwavering commitment to maintaining professionalism in high-pressure situations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Collections Agent
Firstsource Solutions
Colorado Springs, CO
02.2023 - Current
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Monitored customer accounts for changes in financial status or contact information.
- Prepared reports summarizing collection activity for management review.
- Resolved complex issues that arose during the collections process.
- Attended weekly meetings with internal departments to discuss progress on collections efforts.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Identified opportunities for improved efficiency in the collections process.
- Participated in training sessions related to new technologies used by the company's collections department.
- Worked closely with external vendors related to collection efforts.
- Updated account status records and collection efforts.
- Identified past due accounts and contacted account holders to arrange payment.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Contacted customers and explained debt management to encourage timely debt payments.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Maintained accurate records and reported on collection activity and accounts receivable status.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Resolved billing discrepancies and customer credit issues.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Acquired credit reporting data for new and existing customers.
- Resolved balance errors using accounting software.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Recorded and updated customer personal accounts with accurate contact information.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Processed payments over phone and set up recurring drafts.
- Reviewed accounts to determine payment plan compliance.
- Recorded information about customers' financial status and collections status efforts.
- Developed collection methods to achieve or exceed company financial goals.
- Met demands of busy collections group by performing high volume of daily calls.
- Completed skip traces on customers failing respond to collection efforts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Prepared documentation required for collection and repossession activities.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Negotiated rates with customers and entered payments into accounting system.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Educated debtors on the importance of credit health and the consequences of non-payment.
- Developed and maintained strong relationships with clients to facilitate payment collections.
- Updated account status and maintained accurate records of all collection activities.
- Utilized various communication channels to contact debtors and negotiate settlements.
Insurance Agent
Alacrity
Colorado City, CO
01.2022 - Current
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Assessed customer risk levels and recommended appropriate coverage options.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Provided customers with information regarding plan features, pricing, and availability.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Developed relationships with new clients through cold calling and referrals from existing customers.
- Maintained accurate records of all insurance transactions using computer software systems.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Advised customers on the best ways to minimize risks associated with their assets.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Generated reports detailing sales activities, client interactions, and progress towards goals.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Monitored market conditions to ensure that existing policies remain competitively priced.
- Responded to customer inquiries and problems to promote great service.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
Customer Service Representative
Spectrum
Colorado Springs, CO
01.2020 - 01.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Education
High School Diploma -
Garinger High School
Charlotte, NC06-2011
Skills
- Delinquent account management
- Repayment negotiations
- Billing and collections best practices
- Debt management
- Account Auditing
- Collections process improvement
- Aged account reporting
- Collections regulatory guidelines
- Skip Tracing
- Billing Procedures
- Account Management
- Account Review
- Payment posting
- Records Maintenance
- Customer research
- Outbound Calling
- New Hire Training
- Call center background
- Billing practices
- Bookkeeping
- Collections
- Risk Management
Certification
- Certified insurance agent home and auto
Timeline
Collections Agent
Firstsource Solutions
02.2023 - Current
Insurance Agent
Alacrity
01.2022 - Current
Customer Service Representative
Spectrum
01.2020 - 01.2023
High School Diploma -
Garinger High School
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