Margaret Martinez

Collection Team Lead

HCA/Parallon

San Antonio, TX

06.2009 - 01.2032

Issued work schedules, duty assignments and deadlines for office or administrative staff.
Researched and prepared reports required by management or governmental agencies.
Review monthly financial statements related to accounts receivable and make adjustments as necessary.
Provide guidance to collection representatives on how to handle difficult calls or disputes.
Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Lead collection team in developing and executing strategies to increase customer payments and reduce delinquency.
Develop training programs for new hires as well as ongoing professional development opportunities for existing staff members.
Delegated work to staff, setting priorities and goals.
Interpreted and explained work procedures and policies to brief staff.
Analyzed financial activities of department to share budgetary input with managers.
Reviewed employees' work to check adherence to quality standards and proper procedures.
Work closely with other departments such as sales and customer service to ensure a seamless experience for customers throughout the collections process.
Recruited, interviewed and selected employees to fill vacant roles.
Discussed job performance problems with employees, identifying causes and issues to find solutions.
Developed work schedules according to budgets and workloads, covering priority tasks.
Monitor daily operations of collection staff, ensuring that all procedures are followed correctly.
Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Maintain accurate records of collection activities, including contact notes, payment arrangements, and other correspondence with customers.
Ensure compliance with applicable laws and regulations regarding debt collection practices.
Conduct regular meetings with the collections team to ensure everyone is up-to-date on changes in policies or procedures.
Identify potential risks associated with delinquent accounts and develop plans to mitigate them.
Resolve escalated customer inquiries in a timely manner while maintaining professionalism at all times.
Implemented departmental policies and standards in conjunction with management to streamline internal processes.
Research any discrepancies between customer payments and invoices.
Create incentive programs designed to motivate employees to reach their goals.
Coordinated with other supervisors, combining group efforts to achieve goals.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Develop strategies for collecting past due balances while providing excellent customer service.
Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Collaborate with legal counsel when needed on matters related to delinquent accounts.
Set objectives for the collections team and regularly review performance against those goals.
Manage relationships with external vendors involved in the collections process.
Guided employees in handling difficult or complex problems.
Negotiate settlements with customers when appropriate.
Maintained schedule of class assignments to meet deadlines.
Displayed strong telephone etiquette, effectively handling difficult calls.
Recognized by management for providing exceptional customer service.
Completed day-to-day duties accurately and efficiently.