Abigail Mattew
Dallas,TX
Summary
Assertive Case Processing Analyst with significant background in legal and financial sectors. Specialize in analyzing, updating, and maintaining case files while ensuring compliance with company policies and regulatory guidelines. Recognized for strong analytical skills, problem-solving abilities, and adeptness at working collaboratively to achieve team objectives. Proven success in enhancing efficiency of case processes to drive productivity and streamline operations.
Overview
4
4
years of professional experience
Work History
Case Processing Analyst
Fidelity Bank
Irving, TX
11.2022 - Current
- Reviewed case documents to ensure accuracy and completeness.
- Developed processes to improve case processing efficiency.
- Conducted research on case information using multiple sources of data.
- Maintained updated records in the case management system.
- Prepared detailed reports for senior management review.
- Monitored and tracked cases through all stages of processing.
- Analyzed complex cases for potential issues or discrepancies.
- Resolved customer inquiries related to case processing activities.
- Assisted with training staff on new procedures and regulations.
- Participated in meetings to discuss process improvement initiatives.
- Provided technical support to team members working on cases.
- Investigated and responded to escalated customer complaints.
- Performed quality assurance checks on completed cases.
- Coordinated with other departments regarding case status updates.
- Facilitated communication between internal teams and external customers.
- Created weekly, monthly, and quarterly performance metrics reports.
Collections Service/Credit Card Collection Agent
Barclays Bank - UK
Sheffield , Sheffield
12.2020 - 11.2022
- Conducted outbound calls to customers with delinquent accounts in order to negotiate payment plans and collect overdue payments.
- Analyzed customer financial information and credit reports to determine the best course of action for repayment.
- Provided detailed explanations of payment options, including interest rates, length of terms, and potential risks.
- Negotiated reasonable settlement amounts with customers based on their individual financial circumstances.
- Maintained accurate records of all customer interactions, account updates, and payment arrangements within a database system.
- Reviewed customer accounts regularly to identify any changes in contact information or payment status.
- Utilized skip tracing techniques to locate customers who had moved without notifying the company.
- Investigated customer claims of incorrect charges or billing errors and resolved disputes accordingly.
- Informed customers about the consequences of defaulting on their obligations and offered advice on budgeting strategies for avoiding future delinquency.
- Performed follow-up calls to verify that payments were received as agreed upon during negotiations.
- Assisted customers with setting up automatic withdrawal from bank accounts for monthly payments.
- Addressed customer inquiries regarding their accounts via phone, email, or letter correspondence.
- Escalated difficult cases to supervisors when necessary in order to resolve issues more effectively.
Education
Master of Science - Accounting And Finance
Sheffield Hallam University
Sheffield 11-2023
Bachelor of Science - Accounting And Finance
Fountain University
Lagos Nigeria02-2018
Skills
- Appointment Scheduling
- Call Management
- Report Generation
- Delinquent account management
- Billing and collections best practices
- Debt management
- Account Auditing
- Repayment negotiations
- Collections process improvement
- Aged account reporting
- Collections regulatory guidelines
- Financial Reporting
- Account Management
- Outbound Calling
- Data Collection
- Scheduling
- Consultative Sales
- Product Knowledge
- Inbound and Outbound Calling
- Data Entry
- Paperwork Processing
- Complaint resolution
- Account updating
- Information Security
- Administrative Support
- Credit card payment processing
- Computer Proficiency
Timeline
Case Processing Analyst
Fidelity Bank
11.2022 - Current
Collections Service/Credit Card Collection Agent
Barclays Bank - UK
12.2020 - 11.2022
Master of Science - Accounting And Finance
Sheffield Hallam University
Bachelor of Science - Accounting And Finance
Fountain University