Lisa Yergler
Marion,IA
Summary
Hardworking and reliable Collections Representative with a strong ability in Account Resolution. Offering a long history of Discharge Bankruptcy account handling, including PACER, bankruptcy terminology, attorney contact, and Skip Tracing to locate the collateral. Highly organized, proactive and a team-oriented mentality.
Overview
21
21
years of professional experience
Work History
Loss Recovery Specialist
Stearns Bank
Albany, MN
10.2023 - Current
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Updated account status records and collection efforts.
- Received payment and posted to appropriate customer accounts.
- Provide posting instructions for Bankruptcy Trustee payments.
- Attempt contact with responsible and collectible parties on delinquent bankruptcy contracts.
Customer Service Collections Representative
Toyota Financial Services
Cedar Rapids, IA
09.2003 - 10.2022
- Identified reasons for delinquency to assist customers in resolving payment issues.
- Followed department calling scripts and procedures to optimize collections efforts.
- Collected delinquent payments, contacting borrowers by telephone or correspondence to obtain payment.
- Reviewed open accounts for collection and skip trace efforts to meet or exceed performance goals.
- Educated customers about terms of contract to foster on-time payments.
- Documented customer interactions in internal systems to establish clear audit trail.
- Reviewed and analyzed individual customer situations to recommend payment plans.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Located new addresses of delinquent customers through research, contacting references, attorneys, etc. to provide to contracted repo agents.
- Assisted with duties/calls in other collection related departments including Probate, Impounds/Seizures and Military/SCRA account handling.
- Lead development of Discharge Bankruptcy Standard Operating Procedures, training of new associates as well as 3rd party vendors learning to handle calls and account handling.
Education
High School Diploma -
East High School
Waterloo, IASome College (No Degree) -
University of Northern Iowa
Cedar Falls, IASome College (No Degree) -
Hawkeye Community College
Waterloo, IASkills
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Customer Account Management
- Multitasking and Prioritization
- Responding to Difficult Customers
- Call Documentation
- Data Entry and Maintenance
- Inbound and Outbound Calling
- Time Management
- Strong Analytical and Problem-Solving Skills
- Computer Skills
- Document and Records Management
- Establishing and Maintaining Customer Relationships
- Call Volume and Quality Metrics
- Team-Oriented and Cooperative
- Policies and Procedures Adherence
- Database Management
- Legal Terminology
- Bankruptcy Accounts Assessments
Timeline
Loss Recovery Specialist
Stearns Bank
10.2023 - Current
Customer Service Collections Representative
Toyota Financial Services
09.2003 - 10.2022
High School Diploma -
East High School
Some College (No Degree) -
University of Northern Iowa
Some College (No Degree) -
Hawkeye Community College
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