Geoffrey Melvin
Client Service & Collections Executive
Queens,NY
Summary
Dynamic and results-oriented executive with hands-on leadership experience in building, leading, and scaling client service and collections operations within the Merchant Cash Advance (MCA) and B2B debt settlement industries. Adept at creating client-centric service lines that integrate collections, credit repair, scaling programs, SBA funding, and account retention. Proven track record of launching departments from the ground up, driving operational efficiency, boosting innovation, and improving cash flow. Known for bridging the gap between front-line execution and executive strategy, even when operating under modest titles. Trusted by leadership to serve as a department architect, team trainer, and strategic partner.
Overview
10
10
years of professional experience
5
5
Certificates
Work History
Client Services Manager (Functioning AS Head of Client Experience & Strategy)
Debt Savvy
New York, New York
12.2024 - Current
- Built and launched the company's first dedicated client service department, serving B2B clients in the debt settlement and financial services.
- Integrated services including collections, credit repair, SBA loans, merchant funding, and onboarding into a centralized, client-centric hub.
- Created service workflows, escalation paths, and training materials for team onboarding, enhancing project management capabilities.
- Developed and implemented retention strategies and service protocols to improve client engagement and lifetime value, focusing on client retention.
- Served as primary liaison across sales, underwriting, operations, and executive leadership, ensuring a seamless client experience and operational continuity.
- Collaborated directly with legal counsel on litigation and pre-litigation efforts for high-risk accounts, demonstrating strong client service and compliance management.
Collections Specialist
Tycoon Capital Group
New Hyde Park, New York
10.2022 - 05.2024
- Independently created and launched the collections department from scratch, handling all systems, strategies, and materials with no prior infrastructure.
- Developed proprietary scripts, email templates, SMS sequences, and negotiation frameworks that are still used company-wide, improving client service operations.
- Recovered millions in past-due balances while ensuring strict FDCPA compliance and professional communication, showcasing expertise in compliance and risk mitigation procedures.
- Implemented CRM automation and recovery KPIs that increased monthly collections by 40%, demonstrating strong CRM optimization and client-centric culture development.
- MCA Underwriter (Dual Role)
- Evaluated the creditworthiness of merchant applicants using bank statements, UCC filings, and revenue history, resulting in a 15% increase in approval accuracy.
- Determined funding approvals and structures based on risk indicators and client repayment capacity.
- Performed post-underwriting for MCA files, including risk analysis and funding calls to verify merchant information, confirm terms, and ensure compliance before release of funds.
Senior Credit & Collections Analyst
GSM TRUST ENTERPRISE, LLC
Queens, New York
06.2015 - 10.2022
- Expertly managed credit and collections operations, ensuring accurate payment processing and minimizing delinquency through proactive risk & compliance management strategies.
- Delivered credit repair solutions within a client-centric service model-disputing report errors, negotiating debt resolutions, and guiding clients on credit-building strategies-leading to score increases of 50-100+ points and improved funding approvals.
- Collaborated cross-functionally to resolve disputes and negotiate payment plans, improving cash flow and reducing high-risk debt exposure utilizing knowledge in collections recovery & negotiation frameworks and client service operations.
- Leveraged strong customer service, financial analysis, and account reconciliation skills to enhance client accounts and optimize reconciliations.
Skills
Legal Collections & Recovery Strategy
undefinedCertification
FDCPA Compliance Training
Timeline
Client Services Manager (Functioning AS Head of Client Experience & Strategy)
Debt Savvy
12.2024 - Current
Collections Specialist
Tycoon Capital Group
10.2022 - 05.2024
Senior Credit & Collections Analyst
GSM TRUST ENTERPRISE, LLC
06.2015 - 10.2022
Hudson Valley CC
Education
Hudson Valley CC
Troy, NYSimilar Profiles
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