Karla Bailey

Collections Agent

United Healthcare

09.2011 - 03.2024

Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
Processed payments and applied to customer balances.
Maintained high volume of calls and met demands of busy and productive group.
Negotiated to collect balance in full.
Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Increased productivity levels through efficient time management and prioritization of daily tasks.
Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Worked in call center environment handling manual and automatically dialed outbound calls.
Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Counseled debtors on payment options and arranged installment agreements.
Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
Negotiated with account holders to devise repayment plans and minimize collections receivables.
Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
Used probing techniques to determine debtors' reasons for delinquency.
Worked with customer to create debt repayment plan based on current financial condition.
Monitored customer accounts for payment delinquency and initiated collection efforts.
Processed debtor payments and updated accounts to reflect new balance.
Responded to customer inquiries and provided detailed account information.
Researched billing errors and discrepancies to initiate corrective action.
Entered client details and notes into system for interdepartmental access and review.