Kayla Brown
Wilmington,DE
Summary
Results-driven Account Recovery Specialist known for high productivity and efficient task completion. Specialize in negotiation, financial analysis, and customer service, ensuring successful account resolution. Excel in communication, problem-solving, and empathy, vital for navigating sensitive situations and achieving positive outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Collections Account Recovery
Simm Associates
Newark, Delaware
02.2024 - Current
- Negotiated repayment arrangements with customers to ensure timely payments were made.
- Ensured compliance with applicable laws related to debt collection practices.
- Escalated unresolved cases or complex situations requiring special attention.
- Conducted skip tracing activities to locate customers who had not responded to collections efforts.
- Maintained detailed records of all collection activity including calls, emails, letters and payments received.
Key Account Coordinator
Om Digital Solutions
Allentown, PA
07.2021 - 11.2024
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Ensured effective communication with various departments such as marketing, warehouse, finance, and account to promptly address any open order concerns. Processed manual orders into the SAP system, ensuring timely and accurate verification of payment terms, pricing, address details, PO and ship date requirements, and freight terms.
- Coordinated with logistics and supply chain teams to ensure timely and accurate product delivery to key accounts.
- Processing credit returns from accounts, verifying return paperwork against backup documentation, checking pricing accuracy, and time frame to return certain product as needed.
Collections Account Manager
Barclays
Wilmington, DE
05.2022 - 12.2023
- Determined credit approval based on financial standing, credit records and payment history.
- Identified possible issues with credit systems and monitoring by streamlining processes ahead of time.
- Reviewed accounts for signs of fraud and non-payment issues.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Resolved complex issues that arose during the collections process.
- Analyzed customer data to identify potential areas of improvement within the collections department.
- Identified past due accounts and contacted account holders to arrange payment.
Patient Financial Coordinator
Biotek Remedy's
Newcastle, DE
09.2019 - 06.2021
- Conducted comprehensive financial analysis for patients to assess eligibility and enroll them in relevant assistance programs or Drug Copay Cards. Connected with Drug companies and Foundations to explore untapped payment assistance opportunities
- Generated monthly reports detailing outstanding balances, delinquent accounts, and worked closely with Intake, collections, and reimbursement teams to ensure our patients' treatments went seamlessly.
- Reviewed patient accounts to ensure accuracy and completeness, while verifying insurance benefits, coverage, and eligibility.
- Successfully completed in-house Financial applications for patients experiencing financial difficulty in order to facilitate payment for treatment.
Dispute and Fraud Analyst
Bank of America
Newark, Delaware
07.2017 - 10.2018
- Identified and investigated fraudulent activities, discrepancies and suspicious transactions.
- Analyzed customer data to identify risk factors associated with fraud and disputes.
- Monitored customer accounts for signs of suspicious activity.
- Utilized various software programs to track trends in fraudulent behavior.
- Answered customer inquiries via phone, email, and chat.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Built sustainable relationships of trust through open communication with customers.
- Escalated unresolved issues requiring further investigation or specialized expertise.
Collections Account Manager
Navient
Newark, Delaware
11.2015 - 09.2016
- Provided guidance to customers on payment options such as consolidation, forgiveness programs.
- Processed paperwork for deferment and forbearance requests from customers.
- Performed skip tracing activities on delinquent accounts when required.
- Evaluated financial hardship cases to determine eligibility for reduced payments or temporary suspension of collections activities.
- Monitored compliance with state and federal laws governing debt collection practices.
- Responded to customer emails and phone calls in a timely manner regarding student loan payments.
- Advised management team on trends in the industry that could impact operations.
- Assisted in training new staff members on collection processes and procedures.
- Managed a portfolio of accounts while meeting monthly goals for collections performance metrics.
- Worked closely with legal counsel on high-risk accounts requiring further action beyond normal collection efforts.
Education
Some College (No Degree) -
Strayer University
Washington, DCSkills
- Account Security
- Identity Verification
- Investigative research
- Adjustment posting
- Customer Relationship Management
- Bookkeeping
- Collections Software- LexisNexis ,IdiCore, CMS,
- FDCPA Compliance
- Time management abilities
- Negotiation, Skip tracing, Payment plan structuring, Delinquency prevention , regulatory Compliance
Certification
- Fair Debt Collection Practices Act (FDCPA) Recertification (2016-2024)
- Completed Negotiation Skills Work Shop (2024)
- Subject Matter Expert (2023)
Timeline
Collections Account Recovery
Simm Associates
02.2024 - Current
Collections Account Manager
Barclays
05.2022 - 12.2023
Key Account Coordinator
Om Digital Solutions
07.2021 - 11.2024
Patient Financial Coordinator
Biotek Remedy's
09.2019 - 06.2021
Dispute and Fraud Analyst
Bank of America
07.2017 - 10.2018
Collections Account Manager
Navient
11.2015 - 09.2016
Some College (No Degree) -
Strayer University
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