Lisa Wolf
Smyrna,TN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and driven to work quickly and effectively on projects in all types of environments. Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team. Persuasive communicator focused on tapping into customer loyalty and bringing delinquent accounts current. Savvy to typical customer responses and prepared to use scripts and personal expertise to overcome objections. Confident and collected in challenging situations. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
24
24
years of professional experience
Work History
Collector Agent
synergetic communications
Franklin, TN
03.2022 - Current
- Processed payments by phone, mail, or online banking systems.
- Researched customer account histories to identify delinquent accounts.
- Negotiated repayment plans with customers in order to bring past due accounts current.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Reviewed accounts to determine payment plan compliance.
- Advised customers of necessary actions and strategies for debt repayment.
- Met demands of busy collections group by performing high volume of daily calls.
- Processed payments over phone and set up recurring drafts.
- Secured payments by following up with customers which disregarded promise to pay.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
Collections Agent
Central Portfolio Control
Nashville, TN
07.2021 - Current
- Directed day-to-day collections functions.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Counseled debtors on payment options and arranged installment agreements.
- Collected on past due accounts with average 24 months delinquency
Client Services Supervisor
Affiliated Creditors Llc
Nashville, TN
07.2016 - 03.2020
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Managed department call volume of 150 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Created customer support strategy to increase customer retention.
- Worked with senior case managers to coordinate team development activities and trainings.
- Conducted community workshops to promote different programs and educate public on available services.
Insurance Follow-Up Representative
Pasi
Brentwood, Tenn
02.2009 - 05.2016
- Maintained accuracy, completeness and security for medical records and health information.
- Secured medical records against loss or unauthorized access.
- Utilized newest to manage and confirm patient data, such as insurance, demographic and medical history information.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Followed exact procedures for handling transfers and other releases of medical records.
- Input data into computer programs and filing systems.
- Communicated effectively with staff, patients and insurance companies by email and telephone
- Followed up with insurance company to check claims status
- Worked with insurance to check on denials to be resubmitted with corrected claims.
- Explanation of benefits . and remits
- Met and exceeded revenue goals by 100% through generating new leads and identifying new clients
Insurance Follow-Up Representative7
Bna Financial
Murfreesboro, TN
03.2006 - 02.2009
- 7Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients and increase sales by [7r]%.
- Finalized sales and collected necessary deposits.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Remained impartial in order to advise clients based on circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Followed up on denials, late payments, extensions and other special circumstances.
Collections Agent
Frost Arnett
Nashville, TN
01.2000 - 01.2006
- Directed day-to-day collections functions.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Collected funds from delinquent customers and minimized loss to save $100.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Investigated accounts with balance errors using accounting software.
- Collected on past due accounts with average 24 months delinquency.
- Reached out to approximately 150 account holders daily.
- Counseled debtors on payment options and arranged installment agreements.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Handled 150 outbound and inbound calls daily with goal of collecting owed debt.
- Processed payments and applied to customer balances.
- Trained new team members on scripts, company services and collection strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched, analyzed and settled [150] disputes per week.
- Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
- Researched accounts and completed due diligence to resolve collection problems.
- Helped clients plan payoffs for home equity, mixed-use and multi-family loans.
- Used skip tracing and other techniques to locate debtors.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Achieved monthly goals of $[10,000 through effective use of software and collection[Type]made[Type] skills.
- Achieved performance goals on consistent basis.
- Processed payments and contracts on accounts.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Created documents for court such as affidavits, modifications and forbearance agreements.
- Collected documents and made portfolios for collections accounts.
Education
High School Diploma -
Fred J Page High School
Franklin Tenn05.1982
Skills
- Fair Debt Practices
- Payment Processing
- Payment Collection
- Spreadsheets
- Collections Processing
- Skip Tracing
- Collections best practices
- Call center background
- Negotiation
- Payment Acceptance
- Following conversation scripts
- Stress Tolerance
- Patience and Persistence
Timeline
Collector Agent
synergetic communications
03.2022 - Current
Collections Agent
Central Portfolio Control
07.2021 - Current
Client Services Supervisor
Affiliated Creditors Llc
07.2016 - 03.2020
Insurance Follow-Up Representative
Pasi
02.2009 - 05.2016
Insurance Follow-Up Representative7
Bna Financial
03.2006 - 02.2009
Collections Agent
Frost Arnett
01.2000 - 01.2006
High School Diploma -
Fred J Page High School
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