Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Heather Showman
New Concord,OH
Work Preference
Summary
Proven expert in debt negotiation and active listening, I enhanced client satisfaction and retention at Discover Financial Services by implementing effective collection strategies and providing superior customer service. Skilled in payment processing and building trust, my approach resulted in significant positive feedback, showcasing my ability to meet and exceed employer expectations.
Overview
10
10
years of professional experience
Work History
Senior Collections Specialist
Discover Finacial Services
06.2023 - Current
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Mitigated risk by thoroughly evaluating debtor profiles and implementing appropriate collection strategies based on historical performance and unique account characteristics.
- Analyzed financial data to develop customized payment plans suited to individual debtor circumstances while still aligning with company objectives.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Receptionist
Beltone Hearing Care Center
Zanesville, OH
09.2022 - 05.2023
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Answered central telephone system and directed calls accordingly.
- Handled cash transactions and maintained sales and payments records accurately.
- Corresponded with clients through email, telephone, or postal mail.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Bank Teller
Community Bank
New Concord, OH
08.2021 - 08.2022
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained friendly and professional customer interactions.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Counted, verified and handled bank deposits and armored car transactions.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Audited fellow teller currency to contribute to dual-control procedures.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Educated customers on online banking and mobile banking applications.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
Bank Teller
Park National Bank
Zanesville, OH
07.2016 - 07.2021
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained friendly and professional customer interactions.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Counted, verified and handled bank deposits and armored car transactions.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Audited fellow teller currency to contribute to dual-control procedures.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Trained new hires on customer service policies and procedures.
- Educated customers on online banking and mobile banking applications.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Educated customers on use of banking website and mobile apps.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
Education
High School Diploma -
Cambridge High
Cambridge, OH05-1994
Skills
- Payment processing
- Debt negotiation
- Collection strategy
- Active listening
- Call center experience
- Sales experience
- Outbound calling
- Collections
- Account review
- Customer research
- Supply ordering
- Credit and collections
- Payment acceptance
Timeline
Senior Collections Specialist
Discover Finacial Services
06.2023 - Current
Receptionist
Beltone Hearing Care Center
09.2022 - 05.2023
Bank Teller
Community Bank
08.2021 - 08.2022
Bank Teller
Park National Bank
07.2016 - 07.2021
High School Diploma -
Cambridge High