Heather Gaskin

Reviewed status of delinquent accounts and initiated collection actions.

Prepared correspondence on delinquent accounts; phone contact with members and cosigners based on collection queue/ production goals.

Utilized credit union collection software to monitor accounts to determine if payment has been received as promised and follow-up, if necessary.

Have a good working knowledge of credit union collection policies and procedures, state and federal laws governing collection practices, and NCUA rules and regulations.

• Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes.
• Identified assets of suspects in order to freeze and seize assets.
• Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
• Conducted interviews with suspects and filed reports of findings.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.