Heather Reida
Powell,OH
Summary
Skilled Collections Specialist offering 9 years of experience and a driven mentality. Persistent with customers and seasoned in overcoming objectives. Sales and Customer service experience Works well with changing environments
Overview
12
12
years of professional experience
Work History
Front Line Customer Service Member
Upstart
Columbus , OH
04.2022 - 05.2024
- assisted borrowers over the phone with making payments and provided top line customer service and answered and assisted with all questions
- Provided borrowers with assistance with website online portal needs.
- Provided assistance with product selection, troubleshooting, and problem resolution.
- Worked with hardship with providing customers with programs to help them with making payments on personal loans
- Provided leadership within my team as a team lead with providing updates with company policies.
Collections Agent
Reliant Capital Solutions LLC
Columbus, OH
12.2019 - 03.2022
- Furloughed due to Covid-19
- Worked with customers to collect payments for student loan debts
- Worked with customers to collect payment for delinquent medical debts
- Provided exceptional customer service to clients
- Efficient in MS Excel and computer skills.
Payment Solutions Advocate
Alliance Data Systems
06.2017 - 11.2019
- Demonstrated flexibility working with internal team members to remedy any issues and preemptively coming up with solutions
- Handled 21 calls per hour using outbound and inbound calls daily with goal of collecting owed debt on 6 payments past due
- Worked with customers who were 6 months behind to try to come up with a solution before they charged off as a bad debt
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account
- Used skip tracing and other techniques to locate debtors
- Maintained high volume of calls to meet demands of busy group
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
Recovery Specialist
Discover Financial Services
New Albany
03.2016 - 06.2017
- Performed targeted collections on past due accounts
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Maintained high volume calls to meet demands of busy group
- Negotiated to collect balance in full
- Worked in call center environment handling manual and automatically dialed outbound calls
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Used probing techniques to determine debtors' reasons for delinquency
- Used skip tracing and other techniques to locate debtors
- Researched accounts and completed due diligence to resolve collection problems
- Used scripted conversation prompts to convey current account information and obtain payments
- Counseled debtors on payment options and arranged installment agreements.
Bill/Account Collector
Allied Interstate LLC
New Albany, OH
11.2013 - 06.2016
- Answer telephones inbound and made outbound calls, left messages, or transferred calls to appropriate individuals
- Collect and deposit money into accounts for student loan debts
- Handle large amount of paperwork, including proof of income (1040s, Paystubs, Award letters, and more…)
- Create, maintain, and enter information into databases
- Setup and manage paper electronic filing systems, recording information, updating paperwork, or maintaining documents
- Complete forms in accordance with company procedures
- Conduct searches to find needed information, using such sources as the internet and other tools
- Arrange for debt repayment or establish repayment schedules, based on customers financial situations
- Locate and notify customers of delinquent accounts by mail, telephone for payments
- Had to perform background checks and fingerprinting.
Collection Agent
MRS BPO LLC
Westerville, OH
02.2012 - 11.2013
- Collection experience in American Express, Chase credit cards, and auto 'repossessed cars'
- Arrange for debt repayment or establish repayment schedules, based on customers financial situations
- Locate and notify customers of delinquent accounts by mail or telephone to get payments and debt resolved (Experience using TLO and CBC and Google, also white pages and white pages pro) to find and locate customers and phone numbers
- Receive payments and post amounts paid to customer accounts
- Advise customers of necessary actions and strategies for debt repayment
- Persuade customers to pay amounts due on credit accounts, damage claims, or non-payable checks, or to return merchandise
- Locate and monitor overdue accounts, using computers and a variety of automated systems
- Answer customer questions regarding problems with their accounts.
Education
Cosmetology Management -
Nationwide Beauty Academy
01.2011
High School Diploma -
Dublin Scioto High School
06.2010
Skills
- Processing credit card payments
- Collections Specialist
- Delinquent account management
- Account reviews
- Problem solving
- Call center experience
Timeline
Front Line Customer Service Member
Upstart
04.2022 - 05.2024
Collections Agent
Reliant Capital Solutions LLC
12.2019 - 03.2022
Payment Solutions Advocate
Alliance Data Systems
06.2017 - 11.2019
Recovery Specialist
Discover Financial Services
03.2016 - 06.2017
Bill/Account Collector
Allied Interstate LLC
11.2013 - 06.2016
Collection Agent
MRS BPO LLC
02.2012 - 11.2013
Cosmetology Management -
Nationwide Beauty Academy
High School Diploma -
Dublin Scioto High School