Summary
Overview
Work History
Education
Skills
Timeline
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Laura A. Roberts

Kalamazoo

Summary

Results-driven Collections Manager with 17+ years of experience in Collections and 6 years in retail. Possess 14 years of experience as a Collections manager and 3 years as a sales area manager. Proven track record of managing accounts, improving recovery rates, and skilled in team collaboration, negotiation, and conflict resolution. Adaptable to changing environments, reliable, and committed to meeting organizational goals.

Overview

25
25
years of professional experience

Work History

Collections Manager

CNAC
01.2007 - Current
  • 17 years of collections experience, 14 years as a collection’s manager. Responsibilities include achieving positive results in four key areas: Customer Service - Focus on the customer by asking questions, Listening to the customer and determining solutions to problems with the understanding that the objective is to establish or re – establish customer’s credit. Clearly explain the objective to the customer and how CNAC can help them accomplish it. Collections – Maintain company’s expected delinquency levels on 1 day, 2-29 day and 30 plus day accounts, achieve monthly charge off goals, Face to face meetings with customers to resolve past due accounts, charge off loans in default that cannot be recovered, Promote the long term success of each account and overall portfolio, Review accounts and provide feedback to Collection Account Representatives , Review repossession requests , Monitor & update collection board daily. Operations – Ensure that all forms/letters are sent out as requested by the state regarding accounts that are in the process of being repossessed/charged off, monitor all bankruptcies, Assist in training associates. Supervision – Lead & motivate the assigned team of Collection Account Representatives, Conduct team and 1 on 1 meetings, Assist in auction proceedings, Monitor & approve time cards, Create monthly schedule for Account representatives, Recruit & hire CNAC account representatives
  • Researched accounts and completed due diligence to resolve collection problems.
  • Enhanced team performance through regular training, coaching, and feedback sessions.
  • Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
  • Established procedures for collection of past due amounts.
  • Contacted customers to discuss late payments and options for remitting amounts due.
  • Worked with legal resources and recovery teams to manage default issues.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
  • Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
  • Reduced delinquency rates with proactive account monitoring and timely communication.
  • Established strong relationships with customers, fostering open communication channels for effective debt resolution.
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
  • Increased recoveries by negotiating favorable repayment terms for clients and customers.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Contacted clients with past-due payments and actively monitored payments due from clients.
  • Accessed credit records to evaluate customer credit histories.
  • Coordinated legal actions when necessary, working closely with attorneys to ensure proper documentation and representation.

Teller

National City
01.2007 - 01.2007
  • 9 months bank teller experience. Responsibilities included: handling financial transactions, counting cash, answering phones, managing ATM deposits, balancing numbers at close of business.

Sales Area Manager

Carson Pirie Scott
01.2000 - 01.2006
  • Six years of retail experience, three years as a sales area manager. Responsibilities included sales plan analysis & goals for specific assigned departments, people management & development, motivating and coaching associates to open instant credits, as well as preparing and communicating shortage action plans to associates & supervising inventory. Departments include: Better sportswear, Petite sportswear, Intimate apparel, Juniors & Shoes. In addition to above responsibilities, trained associates in the entire store when new registers were introduced.

Education

Associates Degree - Accounting Technology

McHenry County College
Crystal Lake, IL

Skills

  • Debt recovery expertise
  • Empathy and tactfulness
  • Superior attention to detail
  • Employee retention
  • Portfolio management
  • Problem-solving abilities
  • Customer relationship development
  • Self motivation
  • Patience and persistence
  • Risk assessment capabilities
  • Past due balance management
  • Customer service management

Timeline

Collections Manager

CNAC
01.2007 - Current

Teller

National City
01.2007 - 01.2007

Sales Area Manager

Carson Pirie Scott
01.2000 - 01.2006

Associates Degree - Accounting Technology

McHenry County College

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