Latasha Roberson
Fort Worth,TX
Summary
Results-driven collections representative with expertise in credit analysis and debt recovery strategies. Known for exceptional attention to detail and effective communication in resolving complex account issues.
Overview
17
17
years of professional experience
Work History
Senior Collections Representative & Billing
EverCommerce
Atlanta, GA
02.2025 - 03.2026
- Supported clients in establishing payment plans and scheduling reminders to enhance payment compliance.
- Utilized collection software to track and manage outstanding accounts.
- Partnered with team members to effectively address complex account issues, improving overall resolution rates.
- Performed credit analysis on delinquent accounts prior to initiating legal action.
- Resolved escalated customer complaints efficiently while maintaining professionalism.
- Applied skip tracing methods to find missing debtors.
- Prepared and mailed out demand letters and other necessary correspondence.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Developed Excel spreadsheets and reports for accurate financial tracking.
- Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
- Ensured invoice accuracy and promptly resolved discrepancies to maintain financial integrity.
- Managed accounts receivable and ensured timely payment collection.
- Utilized billing software to track payments and generate reports.
- Assisted in developing streamlined billing procedures for efficiency.
- Coordinated communication between clients and internal teams effectively.
- Managed multiple accounts simultaneously while meeting deadlines.
Repossession Specialist
Santander Consumer USA
Fort Worth, Texas
11.2018 - 09.2024
- Analyzed customer accounts to determine repossession eligibility and compliance.
- Coordinated with vendors to arrange vehicle recovery and transport logistics.
- Communicated with clients regarding account status and payment options.
- Maintained accurate records of repossession activities and documentation.
- Resolved disputes with clients through effective negotiation and conflict resolution skills.
- Responded promptly to requests from creditors and lenders regarding status updates on repo cases.
- Reviewed financial statements provided by debtors in order to assess their ability to pay off debts.
- Investigated complaints received from borrowers regarding improper conduct during repo operations.
- Maintained detailed compliance reports of repossession activities to support regulatory requirements.
- Prepared and maintained repossession paperwork, including legal notices and court documents.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Investigated billing discrepancies, resolving concerns and implementing solutions to prevent future issues.
- Collaborated with delinquent account holders to collect and reconcile accounts, ensuring compliance with established protocols.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
- Managed high-volume inbound calls to address customer inquiries and concerns.
- Utilized CRM software to document customer interactions accurately and efficiently.
Repossession Floor Supervisor/Loss Mitigation Specialist
CapitalOne Auto Finance
12.2008 - 10.2018
- Advised senior leadership on strategies for managing overall portfolio risk levels within acceptable parameters.
- Identified and implemented strategies to enhance customer experience and minimize bad debt write-offs.
- Utilized advanced skip tracing software to gather relevant information efficiently.
- Contacted employers, banks, credit agencies, family members and other sources to locate debtors.
- Supervised daily operations, ensuring adherence to company policies and procedures to maintain operational integrity.
- Trained and mentored staff on customer service best practices and product knowledge.
- Coordinated scheduling to balance staffing needs with operational demands effectively.
- Processed customer payments accurately and efficiently.
- Collaborated with departments to align efforts with organizational objectives and improve overall effectiveness.
- Resolved personnel problems, complaints and grievances, referring serious issues to higher-level supervisors.
- Managed multiple tasks simultaneously while meeting established deadlines set forth by clients.
- Resolved customer complaints through effective communication and problem-solving.
- Trained new agents on call procedures and effective communication techniques.
- Conducted follow-up calls to ensure customer satisfaction.
- Updated customer account records and conducted reconciliations.
Education
MBA - Management
Texas Wesleyan University
Fort Worth, TX12-2010
High School Diploma -
Denton High School
Denton, TX05-2001
Skills
- Collections management
- Debt recovery
- Performance enhancement
- Billing software
- Account reconciliation
- Payment plans
- Skip tracing
- Collections practices
- Customer management
- Call center experience
- Attention to detail
- Performance enhancement
- Training and mentoring
- Persuasion techniques
- Assertiveness
- Skip tracing
Timeline
Senior Collections Representative & Billing
EverCommerce
02.2025 - 03.2026
Repossession Specialist
Santander Consumer USA
11.2018 - 09.2024
Repossession Floor Supervisor/Loss Mitigation Specialist
CapitalOne Auto Finance
12.2008 - 10.2018
MBA - Management
Texas Wesleyan University
High School Diploma -
Denton High School