Helene Sheppard
Lehighton
Summary
Dynamic Recovery Collector / Customer Service Advocate with over 20 years of experience in negotiations and customer service within debt management and collections. Expertise in advanced skip-tracing techniques and a proven track record in reducing aged receivables significantly. Successfully handled high-pressure situations with empathy and clarity, maintaining compliance and quality assurance. Committed to utilizing strong communication skills and problem-solving abilities to enhance customer satisfaction and operational efficiency in a Debt Collector / Call Center Service Advocate role.
Overview
20
20
years of professional experience
Work History
Recovery Collector III
Flagship Credit Acceptance
09.2023 - Current
- Utilized advanced skip-tracing techniques to establish customer contact and locate collateral using company-approved tools and information sources.
- Effectively presented payment options and analyzed customer information to negotiate favorable payment arrangements.
- Communicated information to customers clearly and concisely, providing thorough documentation while maintaining exceptional quality assurance and compliance results. Demonstrated superior time management skills in managing an assigned queue of potential charge-off accounts, along with knowledge of state repossession laws and regulations.
- Overcame borrower objections and educated clients on their accounts and responsibilities. Negotiated account settlements while interacting extensively with repossession agents and other company-approved vendors. Identified accounts requiring legal action and referred them to the proper approval authority for resolution, ensuring legal repossession notices, such as Right to Cure, Notice of Sales, and Deficiency letters, were properly sent and logged in the system.
- Managed 75 to 80 calls per day.
Risk Analyst Level II
Shift4 Payments
01.2021 - 09.2023
- Analyzed and investigated merchant processing to mitigate potential losses.
- Compiled and verified information provided at business and transactional levels to ensure accuracy.
- Managed risks associated with merchant processing by implementing account holds to prevent financial losses.
- Reviewed merchant accounts for current and past processing history while monitoring for fraudulent activity.
- Assessed business models and relevant information to assist in determining appropriate actions.
- Engaged with Merchants and Independent Sales Representatives via phone and email to clarify processing guidelines and security measures.
- Oversaw the new and ongoing risks to Shift4 Payments arising from the merchant portfolio.
Repossession Collector
Horizon Bank - Auto Finance
01.2017 - 01.2021
- Conferred with debtors by phone or in person to ascertain reasons for overdue payments.
- Processed automobile repossessions and insurance total loss claims efficiently.
- Managed inbound and outbound calls, both through automated dialers and manual calls.
- Negotiated payment plans and settlements with borrowers to resolve outstanding debts.
- Executed all aspects of skip tracing to locate customers.
- Prepared accounts for charge-off, placement with collection agencies, or legal proceedings.
- Managed 60 to 80 calls per day.
Collections Manager
LifeDME
01.2016 - 01.2017
- Located and notified customers regarding delinquent accounts, ensuring timely communication.
- Received payments and posted amounts to clients' or debtors' accounts promptly.
- Developed and instituted comprehensive company credit policies and procedures to optimize collection processes.
- Reconciled discrepancies with patients and commercial insurance companies to ensure financial accuracy.
- Implemented and modernized form letters used during collection attempts to enhance communication effectiveness.
- Prepared accounts for charge-off or placement with collection agencies, maintaining adherence to regulatory requirements.
- Reviewed collection reports to assess the status of collections and outstanding balances, successfully reducing aged receivables from $120K to $20K.
Level III Auto Finance Collector/Lead
CNAC Finance
01.2014 - 01.2016
- Conferred with debtors to determine reasons for overdue payments while reviewing terms of sales, service, or credit contracts to devise appropriate strategies.
- Gained extensive experience in processing automobile repossessions swiftly and efficiently.
- Initiated wage garnishments when necessary to secure repayment.
- Negotiated with account holders to develop repayment plans that minimized collections receivables.
- Created methods alongside associates that contributed to collectively reaching bonus levels on consecutive months.
- Managed the delinquency cycle, including conducting past-due collection calls, skip tracing, coordinating with outside collection agencies, and overseeing litigation activities.
Level III Auto Finance Collector / Personal Banker
Wells Fargo Auto Finance
01.2006 - 01.2014
- Conferred with debtors by phone or in person to ascertain reasons for overdue payments and reviewed the terms of sales, service, or credit contracts to craft relevant strategies.
- Acquired substantial experience in processing automobile repossessions in a timely manner.
- Initiated wage garnishments and negotiated payment plans with account holders to facilitate timely recovery.
- Developed methods in collaboration with associates that led to each team member achieving bonus levels repeatedly over consecutive months.
Education
High School Diploma -
John W. Hallahan Catholic School For Girls
Philadelphia, USA06.1987
Skills
- Repossession strategies
- Analytical thinking
- Critical analysis
- Negotiation
- Credit and collections management
- Proficiency in LexisNexis
- TLO
- CLEAR
- Account management
- Customer Service
- Call Center experience
- Strong verbal communication
LANGUAGES
Polish Fluent
Timeline
Recovery Collector III
Flagship Credit Acceptance
09.2023 - Current
Risk Analyst Level II
Shift4 Payments
01.2021 - 09.2023
Repossession Collector
Horizon Bank - Auto Finance
01.2017 - 01.2021
Collections Manager
LifeDME
01.2016 - 01.2017
Level III Auto Finance Collector/Lead
CNAC Finance
01.2014 - 01.2016
Level III Auto Finance Collector / Personal Banker
Wells Fargo Auto Finance
01.2006 - 01.2014
High School Diploma -
John W. Hallahan Catholic School For Girls