LeeAnn Richardson
Meridian,Idaho
Summary
Dynamic Collections Specialist with a proven track record at Citibank NA, excelling in credit and collections. Skilled in relationship building and conflict resolution, I effectively negotiated repayment plans, enhancing recovery rates. My attention to detail and empathetic communication fostered trust, ensuring compliance with FDCPA regulations while maintaining high customer satisfaction.
Experienced Customer Service and Collections Specialist bringing 12-years of success in Forbearance and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
13
13
years of professional experience
Work History
Collections Specialist and Customer Service
Citibank NA
02.2012 - 09.2024
- Documented interactions with customers to maintain accurate records of collections efforts.
- Resolved disputes efficiently, ensuring prompt and fair outcomes for all parties involved.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Maintained up-to-date knowledge of industry trends and compliance regulations.
- Processed payments and applied to customer balances.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
No Degree - General Studies
Boise State University
Boise, IDSkills
- Credit and collections
- Account review
- Relationship building
- Microsoft Teams
- Excel
- Word
- PowerPoint
- Empathy and tactfulness
- Attention to detail
- Fair debt collections practices
- Updating customer accounts
- Analytical and critical thinking
- Clear communication
- FDCPA compliance
- Basic mathematics
- Financial documentation
- Managing delinquent accounts
- Conflict resolution
- Organizational skills
- Pleasant telephone demeanor
- Goal-oriented mindset
- Active listening
- Investigation due diligence
- Call center background
- Account monitoring
Timeline
Collections Specialist and Customer Service
Citibank NA
02.2012 - 09.2024
No Degree - General Studies
Boise State University