Juliet Hoggard
Virginia Beach,VA
Summary
Collections Specialist with over a decade of experience at leading firms, including Cox Communications. Successfully reduced delinquencies by negotiating settlements and payment plans, resulting in a remarkable 90% payment rate. Recognized for outstanding customer service, advanced multitasking abilities, and effective training of new hires. Demonstrates exceptional organizational skills and empathy in customer interactions, aiming to further enhance operational efficiency in future roles.
Overview
18
18
years of professional experience
Work History
Collections Specialist II
Cox Communications
Chesapeake, VA
01.2016 - 12.2024
- Expertly negotiated payment plans, resolved the balance due in full to avoid further delinquency, and negotiated settlements. I have also trained new employees in the past. As a Remote Collections Specialist for 8 years. Out of the 8 years and 11 months working for Cox, I achieved a consistent 90% payment rate on the delinquent accounts assigned to me for each call received per month, which were approximately 700 to 900 calls.
- I strictly followed the FDCPA and state laws to remain compliant throughout my employment.Maintained strict adherence to FDCPA and state regulations during employment.
- I consecutively collected the highest dollars per hour out of the whole collections department, which had approximately 150 to 200 reps each month specifically in the year 2023, and I have been very consistent over the years of employment, even prior to that, which also led to me being promoted to Spec II. I was recognized quite often during our department meetings for my hard work and dedication to my efforts.
- Being very organized is what helps me to be very successful in my position.
- Made a huge difference in improving the delinquency rates for customers and my employer, offered great customer service, along with educating the customers on how to avoid delinquency and paying late fees, etc. I worked on inbound and outbound calls, as well as on an automated dialer making outbound calls.
- Capable of dealing with irate customers and diffusing the tone to come to a better understanding, creating a win-win for the customer and employer.
- Working for Cox required someone who was capable of dealing with change. With that being said, I am someone who is a fast learner and very capable of adapting in different scenarios, and I work well alone or as part of a team.
- My skills for this position include excellent customer service, great negotiation skills, data entry, multitasking, accounts receivables, achieving a monthly goal, negotiating settlements, completing required training, and educating customers. Working with irate customers sometimes, collaborating with a supervisor to achieve the best solution for customers, etc.
- Advanced computer and multitasking skills, with the ability to talk and type at the same time, while navigating multiple systems and screens. Etc.
Loan Collections Specialist
Loancare
Virginia Beach, VA
01.2014 - 12.2015
- Responsible for collecting on overdue bills for mortgage accounts.
- Skip tracing, negotiating payment arrangements on delinquent accounts that qualified, and educating the customers on how to avoid delinquency.
- Meeting and excelling at my monthly goal each month, achieving maximum performance.
- Stayed within the guidelines of FDCPA rules and regulations, along with state laws. Also educated customers on HUD and bankruptcy requirements, and collaborated with the bankruptcy department when called for. Referred accounts for legal review as well.
- Educated customers on the credit bureau report process.
- Also, negotiated settlement offers. Also, accounts receivables, Microsoft Word knowledgeable.
- Advanced computer and multitasking skills, with the ability to talk and type at the same time, while navigating multiple systems and screens.
Collections Specialist
HSBC
Chesapeake, VA
05.2007 - 06.2013
- Successfully negotiating payment arrangements and/or settlements on charged-off bad debt mortgage accounts.
- Also working with third parties on behalf of customers, following all rules and regulations of the FDCPA and state laws.
- Providing excellent customer service while educating customers on the status of their delinquent accounts and offering the best solution to them on how to resolve it.
- Referring accounts for legal resolution when all other attempts have been exhausted.
- Meeting and excelling at my monthly quota for exceptional results consistently.
- Excellent communicator, along with the capability to show empathy.
- Contacted customers and also received inbound calls.
- I have also trained trainees when asked.
Education
Graduate Certificate - Computer Technician
Brandford Hall University
Ronkonkoma, NY03-2003
Skills
- Collections and negotiations
- Skip tracing
- Payment plan coordination and processing payments
- Delinquency prevention
- Customer service
- Reviewing customers' financial history
- Collaborating with third parties
- Multitasking
- MS Office-capable and computer-savvy
- Very organized
- Accounts Receivable
- Educating customers on billing, and providing solutions
- New hire training
- Active listening
- Call center experience
- Remote work-capable
Accomplishments
- Promoted to Collections Specialist II 2023 , and Recognized as one of the highest Dollars per hour Collected on several occasions throughout the years . Worked Remote at home for 8 years approximately without need of micro management .
Timeline
Collections Specialist II
Cox Communications
01.2016 - 12.2024
Loan Collections Specialist
Loancare
01.2014 - 12.2015
Collections Specialist
HSBC
05.2007 - 06.2013
Graduate Certificate - Computer Technician
Brandford Hall University